Patient Logistics Access Specialist - Davenport, Des Moines, Mason City

Patient Logistics Access Specialist

Position Purpose:

The Patient Logistics Access Specialist serves as the first point of contact for all incoming transfer and admission requests to MercyOne Health Ministries. This role is responsible for initiating the transfer workflow by capturing accurate patient demographics, referral details, presenting concerns, and key operational information needed to support timely clinical review. As the central communications entry point, the Access Specialist ensures calls are efficiently routed to the appropriate Patient Logistics Clinician, RN, or operational partner while maintaining a high level of customer service and professionalism.

Working within established protocols, regulatory requirements, and documentation standards, the Access Specialist manages multi-line call activity, supports real-time capacity navigation, and assists with coordination between referring facilities, receiving units, transport teams, and internal stakeholders. Although non-clinical, this role is essential to maintaining EMTALA-sensitive documentation accuracy, minimizing delays in patient movement, and supporting the safe and efficient flow of information across the health system.

Through strong communication, exceptional attention to detail, and reliable execution of administrative and operational tasks, the Patient Logistics Access Specialist directly contributes to patient safety, system throughput, resource stewardship, and the overall performance of the MercyOne Patient Logistics Center.

What You Will Do:

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• Serves as the first point of contact for all incoming transfer, admission, and consultation requests, ensuring calls are answered promptly and routed correctly.
• Collects and verifies accurate demographic, referral, and operational information from sending facilities, EMS agencies, and providers to initiate the transfer workflow.
• Manages multi-line phone activity efficiently, prioritizing calls and minimizing delays to support safe and timely patient transitions.
• Documents all call details and required information in electronic health records and transfer management systems with accuracy, completeness, and regulatory awareness.
• Routes calls and essential information to the appropriate Patient Logistics Clinician (Paramedic/EMT), RN, Charge RN, or operational team member based on established protocols.
• Supports EMTALA-sensitive processes by ensuring complete and timely intake documentation and escalating immediately when red flags or special circumstances arise.
• Coordinates non-clinical aspects of transport logistics, including contacting EMS agencies, confirming availability, monitoring ETA updates, and communicating status changes.

Hours/Schedule:

• Full Time - Rotating Shifts - Days, Mid Shift and occasional Nights. 36 hours a week.

Minimum Qualifications:

• Health care experience required.
• High school diploma or GED required.
• Associate's Degree or equal experience preferred.
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health and MercyOne.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.