The Transfer Center Nurse is the first point of contact when a regional provider is seeking assistance for their patient through the Billings Clinic Transfer Center. The nurse coordinates conversations with providers to care for patients in their home community as well as coordinates the transfers when a patient is needing a higher level of care. The ability to manage competing priorities and technologies without compromising accuracy, efficiency, and safety is essential to the success of this position. The Nurse must possess outstanding customer service skills, proficient knowledge of pathophysiology and disease processes, and astute critical thinking and triage skills.
Essential Job Functions
• Performs nursing triage to identify the providers, clinicians, and staff necessary to support medical conversations and transfers Billings Clinic
• Orchestrates patient movement in the Billings Clinic system with regard to balancing bed supply and demand and reducing or eliminating unnecessary delays
• Engage ancillary partners, charge nurses, and others to identify and resolve barriers to throughput
• Provides support to the Administrator on Duty (AOD) and Patient Placement roles
• Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
KNOWLEDGE:
• Regulatory requirements and standards (DNV, OSHA, CMS, Magnet, etc.)
• Patient placement procedures and practices
• Policies and procedures related to patient throughput, capacity, and staffing
• Infection control standards and guidelines
• Billings Clinic physician specialties and service offerings
SKILLS/ABILITIES:
• Demonstrate behaviors that reflect principles of a highly reliable organization (HRO)
• Demonstrate critical thinking skills with pathophysiology and disease process
• Demonstrate problem solving skills related to access to medical or behavioral health resources that meet both the patient and organization’s needs.
• Demonstrate professional communication skills, both verbal and written
• Display tact and diplomacy in conflict resolution
• Maintain attention to detail and gathering/assessing information; provide problem analysis and resolution
• Prioritize and make decisions for timely transfers based on acuity, diagnosis, preference, bed availability, and staffing resources
• Utilize Cerner applications, Microsoft Office, and other operating systems and software to support functions related to patient acuity and patient placement
• Maintain data and reports related to safety, quality, and patient throughput
• Closely monitor and assess bed availability to ensure timely placement
• Demonstrate time management skills, the ability to manage frequent interruptions, prioritize workload, and quickly switch tasks with minimal delays in workflow
• Maintain the highest degree of integrity and confidentiality due to the sensitive nature of information handled
Performs all other duties as assigned or as needed to meet the needs of the department/organization.
Minimum Qualifications
Education
• Associate (or Diploma) RNs with less than 5 years of RN experience hired into this position must commit to completing their Bachelor of Nursing degree within 4 years after their hire date. Billings Clinic may help support the cost through financial assistance.
Experience
• 5 years of clinical experience in an acute care setting, recent experience preferred
• Acute care experience preferred
• Previous Call Center/Transfer Center experience preferred. Care Management experience considered
• Excellent verbal skills including a telephone voice and speech pattern that is articulate and has a pleasant tone
• Typing at 35 words per minute with accuracy
Certifications and Licenses
• Current Registered Nurse licensure in the state of Montana
