PATIENT TRANSFER COORDINATOR

Overview

The Command Center Patient Transfer Coordinator coordinates patient transfers with one call convenience for the referring provider/physician. The Patient Transfer Coordinator answers calls to collect clinical information relative to a transfer request and facilitates the transfer by matching the patient’s clinical needs to the facility with service and bed capacity capability. The specialist works in collaboration with referring and accepting providers, hospital house nurse supervisors, bed placement coordinators, and other hospital staff to coordinate a streamlined transfer of the patient. This position requires the coordinator to multitask, maintain great customer service and identify and escalate concerns.

Responsibilities

The Command Center Transfer Coordinator may be assigned one or more duties. These duties include, but are not limited to, the following:

• Promptly answer, evaluate, and prioritize incoming transfer request calls for service while communicating effectively with all callers

• Communicate with referring and accepting providers, transport service providers, and various hospital facility staff to complete patient transfers

• Request and coordinate all medical transportation to complete transfers as necessary
• Ability to multi-task in a fast paced environment
• Ensure appropriate clinical information is gathered and presented to accepting physician and provide timely communication to referring and accepting provide

• Utilize excellent problem solving and critical thinking abilities
• Demonstrate exceptional customer service, communication, and telephone skills
• Maintain a calm and professional demeanor at all times
• Thoroughly and accurately document all communication related to each transfer center call in a timely manner and within timelines set forth within Command Center policy/procedures
• Demonstrate a working knowledge of EMTALA rules and regulations
• Maintain a high degree of familiarity with and demonstrate compliance with established policies and procedures related to coordination of patient placement and transfer
• Demonstrate the ability to make accurate moment to moment decision making in regards to the patient transfer process
• Effectively triage all incoming requests for service according to the center’s policies and guidelines
• Participate in training programs and ongoing education as required
• Follow up with referring and receiving providers to gather feedback and ensure a seamless transfer process
• Escalate issues and communication appropriate with Command Center Clinical Nurse Manager and/or Director as appropriate

Perform other duties as assigned

Qualifications

Education: 

• High School Diploma or Equivalent
• Graduate of an accredited school of Nursing, Paramedic program, or Emergency Medical Technician training program
• Licensure (State of Kentucky or Compact State): RN/Paramedic/EMT
• BLS Required
• ACLS Preferred

Minimum Work

Experience: 

• A minimum of 3 year(s) of health care related experience in an acute care hospital setting, patient care setting, and/or emergency medical transport setting.
• Experience in Critical Care/Emergency Department preferred

Required Skills, Knowledge, and Abilities:

• Basic computer literacy/data entry and technology skills
• Exemplary interpersonal communication and telephone skills
• Must be capable of performing work in a multitasking, fast paced environment and retain detailed information
• Ability to adjust in a fast paced environment while maintaining a positive and calm attitude in all contacts
• Knowledge and basic understanding of EMTALA guidelines
• Critical thinking and problem solving skills
• Ability to work independently and as a team member
• Ability to resolve complaints, problems, and issues with tact and focus on service excellence
• Knowledge of patient medical conditions and medical terminology
• Ability to recognize and react to changing priorities and ability to make timely & accurate judgment decisions
• Ability to work as a team member
• Strong attention to detail