ABOUT is seeking an Interim Director of Transfer Center to guide critical support to our client in Detroit, MI. You will be integrated as a member and leader of the team on site and guide a 24/7 team to triage calls, coordinate Patient transfers & transportation, complete pre-registration and bed placement along with all other aspects of transfer and access logistics. 

This role will provide firsthand guidance to our client on system configuration and approaches, facilitate customer and internal technical communication and oversee or perform testing to ensure all elements are functioning as designed. The hallmark of success is a client’s optimal use of the ABOUT solution, from frontline care givers using critical features appropriately to healthcare leaders making informed decisions based on the ABOUT system data.

The ideal candidate will have prior leadership experience within a larger health system’s transfer center and have an RN licensure.

ESSENTIAL FUNCTIONS:

This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

• Support the client’s team of credentialed and non-credentialed Transfer /Access Center Specialists who serve as the point of contact for patient Transfers; ensure scalable processes are in place to obtain necessary information to initiate and facilitate the patient transfer into, between or out of a health system. 
• Oversee day-to-day Transfer Center operations; proactively inform internal ABOUT employees and external stakeholders of key events with a clear escalation management process, prioritize resources appropriately and engage cross-functional leadership as needed.
• Establish that effective workflows are in place for Transfer Center Specialists to work with staff at the facility to ensure timely access, appropriate bed assignment, and accurate patient information is documented to assist with an optimal plan of care at the receiving facility.
• Train team members on receiving, documenting and communicating time-sensitive clinical data from a multitude of sources.
• Remain a subject matter advisor for escalated scenarios. 
• Provide clear and efficient service to all stakeholders, including colleagues, employees of health systems and patient representatives.
• Drive team quality & continuous improvement processes to enhance patient outcomes.
• Lead overall client value delivery; meet and exceed client acceptance criteria for outsourced access center operations and client SLAs, providing a best-in-class delivery experience. 
• Leverage automation wherever possible in delivery model.
• Maintain Transfer Center knowledge base, serving as the foundation for best practices that enable results and allow for a scalable, consistent operation. 
• Forecast functional spend and investments on a monthly and annual basis. 
• Provide subject matter operational expertise and remain current on trends in the marketplace; advise internal stakeholders on responses to those trends that supports consultative approach for clients.
• Serve as a player-coach, stepping in as needed during any unforeseen staffing/shift gaps.
• Partner with Product Management by providing feedback on product requirements; lead team through innovative technology implementations and enhancements to optimize efficiency and drive positive client outcomes, serving as an early adopter for new systems and processes.
• Build, analyze, and interpret reports using data insights to show performance, identify service line opportunities, and adjust team behaviors and processes as needed; confidently be able to share data insights with client C-suite executives, providers, and internal executives to engage stakeholders in change management as needed.
• Assist with additional activities as assigned by the VP of Operations.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Need to Have:

• Ability to work on-site at our client in Detroit 5 days/week during business hours.
• High school diploma required; Bachelor’s degree in Nursing/healthcare related degree highly perferred 
• 3 years prior experience, either hands-on or in with transfer/access center, in a healthcare office, health system or hospital operations setting
• Board certified registered nurse (RN)

Nice to Have:

• Healthcare technology experience
• Change management skills 

Required Knowledge and Skills

Required Knowledge:

• Ability to gain proficiency in Transfer Center database platform, telephone systems, and office systems as required to support operations, ensuring accurate, timely data entry, protection of PHI.
• Familiarity with regulatory components to include but not limited to EMTALA, Ethics and Compliance, quality initiatives, and HIPAA; monitors self-compliance and implements process changes to ensure compliance to such regulations and quality initiatives. 
• Knowledge of medical terminology gained by either college credits of experience in a health care setting.
• Effectively supports system, facility and department goals and objectives, mission, vision, and values through appropriate use of interpersonal skills and job performance.
• Demonstrates well-defined organizational and time-management skills. Identifies, analyzes, organizes, and solves problems and issues in a timely, effective manner and collaborates with others to make sound, timely decisions.
• Demonstrates commitment to and compliance with company policies and procedures. Adheres to safety and control and prevention policies, procedures and guidelines.
• Correct business English, including spelling, grammar and punctuation.
• Health system operating and working models; understanding of what common roles within a health system are, and how they play a role in transfers. 
• Principles, practices and techniques of successful clinical implementations and training approaches.

Required Skills:

• Excellent judgment to limit the protected health information, PHI disclosed or requested to the amount reasonably necessary to achieve the purpose of the request.
• Ability to work under tight time constraints and meet deadlines while working on a variety of projects under high demands. 
• Proficient technical ability to simultaneously manage multiple complex computer systems at a speed reflective of patient acuity needs.
• Proficient with commonly used office software and equipment including but not limited to all Microsoft applications, EHR and bed placement software. 
• Ability to meet the agent productivity standards as set by Transfer Center Leadership. 
• Critical thinking, conflict resolution, time management, and problem-solving skill.
• Excellent communication skills and an ability to interact well across departments, facilities and organizations.
• Excellent organizational and human relations for effective working relationships with internal and external customers.
• Using initiative and independent judgment within established department guidelines.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities. 
• Establishing and maintaining effective working relationships with a variety of individuals.

ABOUT Values

• Passion
  • We have a passion for people—more specifically, keeping people at their best by getting them to the right care, right away. Why? Because in our line of work, time saves more than lives. It preserves quality of life. Which enables the people we’re passionate about to continue chasing their own passions.
• Courage
  • How many great stories of breakthrough and triumph involve adhering to the status quo? We’ve been at this for years, and we’ve counted zero so far. For as scary as stepping out of our comfort zone is, taking bold leaps to leave it in our dust can be downright terrifying—and worth it. Every. Single. Time.

• Determination
  1. We like to think we’re pretty smart. And we owe a pretty big part of our success to date to our many bright minds. But it’s our tireless work ethic, refuse-to-lose attitude and understanding that there will always be opportunity to improve that keep us on top of our game. And ahead of our competition.
• Humility
  1. We are not chest-pounders. We are faithful-doers, lesson-learners and wisdom-sharers. For us, it’s not about individual accolades—or even our achievements as a company. Contributing to a better healthcare that keeps people at their best—patients and clinicians alike—is reward enough.
• Curiosity
  1. Today, we are in an amazing place. But we only got here because we never stopped asking “what if” and pushing ourselves to create “what is.” While some fear the unknown, we embrace our industry’s toughest questions. Because answering them makes a powerful statement: There is not impossible, only undiscovered.
• Accountability
  1. As much as we may strive for perfection, we’re anything but perfect. When we slip up, we don’t hide from it. We own it, and we grow from it. Setting an example for our peers, our partners, and our profession as a whole. Because it’s important to recognize that process is never a straight line forward. 

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
 Mobility to work in an office setting, use standard office equipment and stamina to sit for extended periods of time; strength to lift and carry up to 10 pounds; vision to read printed materials and computer screens; and hearing and speech to communicate in person or over the telephone.  
Travel as needed to support company and customer initiatives, requiring compliance with the ABOUT COVID-19 Vaccine Policy; this role requires the COVID-19 vaccine, with at least one dose prior to first day of work for new hires. 

ABOUT offers a flexible, purpose-built solution that empowers hospitals and health systems to operate as one connected network of care. We enable easy access for clinicians to move patients into and out of the acute care setting - getting them to the next, best care setting faster and easier. Complemented by our clinical experts and best practices, we provide health systems the necessary controls and insights to grow with resilience, drive clinician effectiveness, and improve patient outcomes.