JOB PURPOSE

• To efficiently and professionally manage all incoming communications to the Control Centre relating to AFD’s service offerings, including but not limited to Medical Evacuation, Ground Ambulance requests, and Assistance Services such as GOP placement and medical report follow-ups.
• The role is responsible for accurate documentation of requests, ensuring timely dissemination of information to relevant personnel (Flight Nurse or Aeromedical Coordinator), and maintaining up-to-date records across all designated platforms, including the CRM, SAMs, and Admission books. Additionally, the position ensures that flight files are complete and properly organized with all required checklists and supporting documentation to facilitate safe and effective mission execution.

Job Description

• Operating the 24-hour Control Centre and communicate as required using all other modes of modern communication available including radio communication.
• Receiving and answering phones calls in the Control room
• Recording and noting the messages and responding effectively.
• Effectively communicating the messages to the respective people immediately for patient care.
• Responding to UHF/UVF Radio calls.
• Attending to the emergency e-mails and responding on time.
• Ensuring and confirming that all communication gadgets (telephones, faxes, printers, photocopiers etc.) are in good working order.
• Ensuring effective, efficient and timely communication in the Control Room
• Communicating effectively with outside institutions/agencies, including hospitals, EMS, and other operators for medical efficient services delivery
• Maintaining contact with patients, families, referring facility staff and safety personnel during and after contact to provide continuous loop closure and information sharing
• Following up of in-patients and obtaining progress reports, whilst handling medical assistance case files.
• Receiving and handling internal and external customer queries and complaints.
• Ensuring all patient information/correspondence is written.
• Ensuring all correspondences are filed in relevant data files.
• Ensuring reports are written and handed over to the next person/people manning the station.
• Receiving, Attending and Assembling for Emergency Evacuation Requests.
• Getting detailed information of the patient i.e. personal information, medical information and reports.
• Informing the client of Cost estimate.
• Sending and obtaining relevant GOP (Guarantee of Payment) from the client duly signed and completed with the official Stamp.
• Dispatching the team for medical evacuations assignments in consultation with aeromedical coordinator
• Ensuring efficient documentation in Control Room
• Maintain and process complete and accurate records
• Ensures evacuation files are complete
• Ensures the checklists are filed.
• Effectively work on the case files.
• Ensure completeness of data.
• Be available to respond to Ground Ambulance standby / Mission.
• Responding to and travels to areas of mass accidents with additional supplies to support emergency response team.
• Attend scheduled unit/ departmental meetings.
• Provide support for any work-related activities.

Qualifications

Education and Experience

• Kenya Registered Nurse or an equivalent.
• Higher National Diploma in Intensive Care Nursing is an added advantage
• Proficiency in computer studies (word, excel, power point, CRM system, outlook, internet.

Preferred Experience and Knowledge

• 2 years’ experience as a Nurse in busy medical facility
• Be a Kenyan Registered Nurse or its equivalent patient care
• Registered with the Nursing Council of Kenya and maintain validity of the practice license from the Nursing Council of Kenya

Knowledge, Skills and Competencies

• Excellent communication skills – both verbal and written.
• Good interpersonal skills and empathy.
• Excellent customer service skills and experience
• Ability to work in and within a team
• Ability to rise to challenges and stay calm under pressure.
• Ability to maintain high level of integrity and confidentiality.
• Ability to operate safely.
• Ability to solve problems and critical thinking.
• Ability to gather information and have a keen eye for details.

Work environment

• AMREF Flying Doctors works within a twenty-four-hour work environment due to nature of its operation