Air Communication Specialist - Full Time

City/State Norfolk, VA Work Shift Rotating Overview: Sentara Norfolk General Hospital is hiring an Air Communications Specialist for the Nightingale Regional Air Ambulance. This is a full-time rotating shift position. The Air Communications Specialist (ACS) serves as the communications and coordination hub for Nightingale Regional Air Ambulance.

This position is responsible for receiving and coordinating requests for transport, activating the flight crew, monitoring aircraft status, facilitating communication between referring and receiving facilities, and ensuring safe, efficient, and timely mission coordination. The ACS supports flight operations by maintaining situational awareness, documenting mission activities, and providing exceptional customer service to internal and external stakeholders.

Essential Duties and Responsibilities

Communications & Mission Coordination

• Receive and coordinate flight requests for Nightingale.
• Obtain accurate patient, clinical, and logistical information to facilitate transport decisions.
• Dispatch the flight crew following established protocols and activation procedures.
• Maintain continuous communication with the flight crew throughout all phases of the transport.
• Coordinate with EMS agencies, referring hospitals, receiving facilities, emergency departments, ICUs, dispatch centers, and public safety agencies.
• Relay transport updates to appropriate stakeholders while maintaining confidentiality. Flight Following & Operational Support
• Monitor aircraft location, weather conditions, and operational status using approved flight-following systems.
• Maintain situational awareness throughout each flight and initiate emergency procedures when communication or flight status deviations occur.
• Assist with flight planning by coordinating landing zone information and facility access.
• Notify appropriate personnel of flight delays, cancellations, diversions, or operational concerns. Documentation & Data Management
• Accurately document flight requests, dispatch activities, communications, and flight outcomes in the appropriate electronic systems/applications.
• Assist with quality improvement initiatives through accurate data collection. Customer Service
• Provide professional, courteous, and compassionate communication during high-stress situations.
• Serve as the primary point of contact for customers requesting Nightingale transport services.
• Promote positive relationships with EMS agencies, hospitals, physicians, and community partners.
• Demonstrate excellent telephone etiquette and conflict resolution skills. Safety & Compliance
• Follow all FAA, state EMS, hospital, and program policies and procedures.
• Participate in emergency communication drills and disaster response activities.
• Maintain confidentiality in accordance with HIPAA regulations.
• Identify and report operational or safety concerns through established reporting systems.
• Participate in continuous quality improvement and safety initiatives.

Minimum Qualifications

Education

• High school diploma or GED required. Experience
• Minimum of two years of experience in emergency communications, EMS dispatch, public safety dispatch, healthcare communications, air medical communications, or a related field is preferred. Knowledge, Skills, and Abilities
• Strong multitasking and organizational skills.
• Excellent verbal and written communication.
• Ability to remain calm and make sound decisions during emergencies.
• Strong critical thinking and problem-solving abilities.
• Knowledge of medical terminology is preferred.
• Familiarity with aviation terminology and flight-following procedures is preferred.
• Proficiency with computer systems, electronic documentation, and multiple communication platforms.
• Ability to work independently while collaborating effectively with multidisciplinary teams. Certifications
• Emergency Medical Dispatcher (EMD) certification preferred. Physical Requirements
• Ability to work for extended periods while operating multiple computer monitors and communication equipment.
• Ability to hear and communicate clearly via telephone and radio systems.
• Ability to work rotating shifts, including nights, weekends, holidays, and on-call assignments as required. Work Environment The Air Communications Specialist works in the Nightingale Communications Center supporting a 24-hour air medical operation. The environment requires frequent multitasking, rapid decision-making, and effective management of multiple simultaneous communications while maintaining accuracy and professionalism under pressure. Core Competencies
• Patient and customer focus
• Communication excellence
• Safety and risk awareness
• Team collaboration
• Critical thinking
• Attention to detail
• Professionalism and integrity
• Adaptability
• Time management
• Accountability keywords: Communications Specialist, Monster, Nightingale Helicopter, Transfer Center, Patient Transportation .

Benefits

Caring For Your Family and Your Career

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Reimbursement for certifications and free access to complete CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met Here at Sentara, we are committed to consistently enhancing our training, advancement tracks, work-life benefits, and more. Our goal is to make you feel more excited to be here every day! Sentara Norfolk General Hospital , located in Norfolk, VA, is a 525-bed tertiary care facility that is home to the only Level I Adult Trauma Center and burn trauma unit in Hampton Roads, and also serves as the primary teaching hospital for Eastern Virginia Medical School. In addition to the high-quality heart program at Sentara Heart Hospital, our facility is home to Nightingale Regional Air Ambulance and several other dedicated facilities and specialized services. As a recognized accredited Comprehensive Stroke Center, and Magnet hospital for nursing excellence, our hospital specializes in heart and vascular, neurosciences, neurosurgery, urology, oncology, spine care, advanced imaging, behavioral health, maternity, and women’s health, including a state-of-the-art neonatal intensive care unit. Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves. In support of our mission “to improve health every day,” this is a tobacco-free environment. For positions that are available as remote work, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.