Lead PARC Center Coordinator

Purpose:
Under the direction of the Location Supervisor, will act as a facilitator - providing direction and support of the Post-Acute Resource Center (PARC). Will be the first contact for any concerns or complaints identified during their shift. Will continue to act as a Dispatcher or Concierge Coordinator as needed.

Responsibilities:

• Responsible to work as a PARC Dispatcher as listed in their job description.
• Provide coverage for call-offs in the absence of a supervisor.
• Meet regularly with management staff.
• Supervise the daily work of the PARC Dispatchers and Concierge Coordinators, including providing guidance for facilitating calls, collecting data, report preparation and reviews as directed, and relaying information to physicians, care managers, nurses, and other clinical staff during their shifts. Ensure employee conduct that supports UPMC's goal of Dignity and Respect is always demonstrated.
• Ability to make sound decisions regarding transfers and escalate issues appropriately.
• Identify areas for improvement of process and function. Provide input for service improvements or efficiencies.
• Monitor the staff schedule for the transfer center staff.
• To handle and document customer concerns/complaints and escalate to management as necessary.
• To support the department in operating and maintaining Dispatch software including the Emergency Response Scanner.
• Supervise the dispatchers' daily workflow and help establish appropriate priorities based on clinical urgency or facility need.
• Provide first-level escalation for dispatchers, hospitals, and EMS agencies. Attempt to make any needed corrections with problems within their authority and to escalate issues as necessary to supervisor and manager.
• Monitor CMS for Aux times/codes and RONA calls. The lead’s responsible for ensuring all agents are logged in and taking calls.
• Delegate the workload to ensure efficiency.  Watch the PARC application to verify that everyone is working together. Function as a Dispatcher and assist with coordinating trips to help maintain volumes.
• Manage the skilled nursing facility coordination and ensure coordination efforts are completed daily to include appropriate documentation.
• Trip and AIDET QA monthly (1 AIDET, 1 Trip QA per dispatcher per Lead)
• Participate in on-call rotations as scheduled and ensure the Escalation Policy is followed (housed in TEAMS). * Time for off-hours work is to be submitted weekly to ensure timely entry into Kronos
• Assist the Supervisor with the development and review of staff schedules.
• Receive calls from staff that are calling off and coordinate replacement coverage and document the call off. Take calls from staff that are calling in late and ensure appropriate notification to management.
• Provide coverage as needed on the schedule due to call-offs, unavailability of staff, or other needs to maintain efficient department operations.
• Coach agents on department policy, procedures, and guidelines.  Verify the understanding of new processes.  Encourage staff to check email daily for updates.
• Other duties as outlined in the job description or as assigned by management staff.