Transfer Center Dispatcher/ Phone Triage

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Responsible for answering calls received to the Transfer Center, collecting information relevant to the caller's needs in a computer software interface, determining the appropriate response to the caller's need and responding and connecting the caller with the correct facility, physician and or department. Define and triage patient care problems and gives appropriate instructions to ensure timely and effective action and quality of care. Responsible for clinical decisions involving triage and determining patient placement as it relates to the scheduling of appointments for clinic visits and procedures in the hospital setting. Has responsibility as liaison representing the center to the public. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Responsible for answering calls received to the Transfer Center, collecting information relevant to the caller's needs in a computer software interface, determining the appropriate response to the caller's need and responding and connecting the caller with the correct facility, physician and or department. Define and triage patient care problems and gives appropriate instructions to ensure timely and effective action and quality of care. Responsible for clinical decisions involving triage and determining patient placement as it relates to the scheduling of appointments for clinic visits and procedures in the hospital setting. Has responsibility as liaison representing the center to the public. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Correctly answers and greets callers to the Transfer Center and quickly determines the type of assistance needed by the caller.
• Correctly utilizes Transfer Center patient software to capture caller demographics, reason for call, patient information, transport times, and other pertinent information.
• Correctly utilizes the Conveyant Call Management Software.
• Dispatches transports in accordance with Policy and Procedure.
• Dispatches calls in a correct and efficient manner in accordance to Policy and Procedures

Education/Formal Training Requirements

• Required - Technical Degree or Diploma Paramedic
• Preferred - Associates Degree Nursing
• Preferred - Technical Degree or Diploma Advanced Emergency Medical Technician (AEMT)
• Preferred - Technical Degree or Diploma Emerg Medical Tech (EMT)
• Preferred - Technical Degree or Diploma Medical Assistant
• Preferred - Technical Degree or Diploma Nursing
• Preferred - Technical Degree or Diploma Respiratory Therapy

Work Experience Requirements

• Preferred - Call center 3-5 years
• Preferred - EMT 1-3 years
• Preferred - LPN 1-3 years
• Preferred - Paramedic 1-3 years
• Preferred - RN 1-3 years
• Preferred - RRT 1-3 years

Licenses and Certifications Requirements

• Required - Registered Nurse Tennessee - Tennessee Board of Nursing
• Preferred - Nationally Certified Medical Assistant - National Association of Health Professionals
• Preferred - AAMA Certified Medical Assistant - The American Association of Medical Assistants
• Preferred - Registered Respiratory Therapist - Arkansas - Arkansas State Medical Board
• Preferred - Registered Nurse Arkansas - Arkansas State Board of Nursing
• Preferred - Registered Respiratory Therapist - Mississippi - Mississippi State Department of Health
• Preferred - Licensed Practical Nurse - Arkansas - Arkansas State Board of Nursing
• Preferred - Registered Paramedic - National - National Registry Of Emergency Medical Technicians
• Preferred - Licensed Practical Nurse - Tennessee - Tennessee Board of Nursing
• Preferred - NCCT Medical Assistant - National Center for Competency Testing
• Preferred - Advanced Emergency Medical Personnel - Tennessee - Tennessee Emergency Medical Services Division
• Preferred - AMT Registered Medical Assistant - American Medical Technologists
• Preferred - Emergency Medical Technician - National Registry Of Emergency Medical Technicians
• Preferred - Paramedic Mississippi - Mississippi State Department of Health
• Preferred - Emergency Medical Personnel Arkansas - Arkansas Department of Health
• Preferred - Registered Nurse Mississippi - Mississippi Board of Nursing
• Preferred - Advanced Emergency Medical Technician - National Registry Of Emergency Medical Technicians
• Preferred - Emergency Medical Personnel Tennessee - Tennessee Emergency Medical Services Division
• Preferred - Advanced Emergency Medical Technician - Mississippi - Mississippi State Department of Health
• Preferred - Licensed Practical Nurse - Mississippi - Mississippi Board of Nursing
• Preferred - Registered Respiratory Therapist - Tennessee - Tennessee Board of Respiratory Care
• Preferred - Certified Clinical Medical Assistant - National Healthcareer Association

Knowledge, Skills and Abilities

• Ability to type 45 wpm accurately.
• Ability to understand and prepare moderately complex written materials, such as patient records.
• Ability to communicate verbally with all level of associates, management, physicians, patients and their families.
• Ability to work without close supervision and to exercise independent judgment in a professional area.
• Ability to work within an interdisciplinary environment as a member of a team dedicated to shared patient/family responsibilities.
• Ability to type and utilize computer systems and call center software to meet the necessary requirements.
• Ability to organize multiple tasks and projects and maintain control of work flow.

Supervision Provided by this Position

• There are no supervisory or lead responsibilities assigned to this position.

Physical Demands

• The ability to sit for long periods in a call center environment.
• Must have good balance and coordination.
• The Associate is required to have close visual acuity including color, depth perception, and field of vision to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• Ability to react quickly and calmly to emergency situations.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.