Job Overview:

In partnership with the System Transfer Center Nurse Coordinators, this position is responsible for the comprehensive care coordination for patients as assigned, including initiation and coordination of incoming and outgoing transfers for higher/lower level of care and/or specialized treatment modalities from outreach or network entities The Transfer Center Dispatcher will work each shift to triage calls, coordinate transportation, dispatch Specialty Care Transport Unit (SCTU) units, complete pre-registration and bed placement along with all other aspects of transfer logistics. This position requires systems thinking, the ability to manage many conflicting priorities, excellent communication skills and proficiency with multiple computer applications. The Transfer Center Dispatcher serves as a liaison between both internal and external customers as well as providing ongoing support to the hospitals to implement their throughput plan(s). This position manages data as related to operations and performs Utilization Management functions as required by the system.

Qualifications:

Required:

• High school diploma/GED or equivalent working knowledge
• 2-3 years of experience in a healthcare office, hospital operations setting, emergency medical services and or emergency medical dispatch
• Must have medical terminology gained by either college credits of experience in a health care setting, excellent verbal and written communication skills, organizational skills and critical thinking skills
• EMT or ER Tech experience required
• Must have the 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
•  Must be proficient with commonly used office software and equipment including but not limited to all Microsoft applications, hospital EMR and bed placement software
• Able to meet the agent productivity standards as set by Transfer Center Leadership
• Ability to accurately type at least 40 wpm 

Preferred:

• Bachelor’s degree 
• Expert level of Microsoft Office
• The following are preferred or obtain within 6 months of hire: American Heart Association (AHA) Basic Life Support (BLS), HAZMAT Awareness, CBRNE/WMD Awareness, ICS 100, ICS 200, NIMS 700, ICS 800

Scheduling Requirements:

• Provide 10 shifts of availability per calendar quarter submitted in the scheduling portal by the 15th of the previous month
• Must work 6 of the 10 shifts submitted
• 12 hour shifts

Essential Functions:

• The Transfer Center Dispatcher will assist in the coordination of medical transportation via rideshare, medical sedan, Mobility Assisted Vehicle (MAV), Basic Life Support (BLS) ambulance, Specialty Care Transport Unit (SCTU), and Air Medical Unit. This position requires excellent verbal and written communication skills as well as proficiency in using computer applications including a Computer Aided Dispatch console, multi-line telephone, and other web-based application software. This position requires superior customer service skills, the ability to think critically and make decisions in a timely manner.

• Coordinates appropriate and timely transportation requests by working with Mobile Health Communications. Where applicable, responds to orders of patient’s placement within the hospitals. Files and archives completed, and cancelled orders per transfer center processes. Completes multiple steps for the placement of each patient including electronic and verbal communications with the necessary stakeholders and updating multiple computer applications. Receives, verifies, and provides ongoing follow-up requests and referrals/orders.

• Gathers all information for correct patient assignments and verifies accuracy of that information. Seeks clarification when inaccuracies occur. Follows through with resolving inaccuracies, communicates resolution in real time. Unresolved issues are escalated to appropriate leadership for intervention. Prioritizes the safe transition of patients throughout the placement process.

• After onboarding, this position must be proficient in running ABOUT’s Transfer Center technology, Five9 phone systems with call recording, EPIC including creating Reservation for transferred patients and office-oriented systems as required supporting client operations.

• Demonstrates knowledge of regulatory requirements such as EMTALA, Compliance policies, quality initiatives, and HIPAA laws and regulations; monitors self-compliance and implements process changes to ensure compliance to such regulations and quality initiatives. Ensures that appropriate standards of practice follow corporate compliance guidelines, acts in and ethical and legal manner, and assures that all actions are in the best interest of RWJBH system

• Completes and distributes any ad hoc reports which are necessary for patient throughput management and communication. Collects and logs any data which may be requested, and other duties as assigned.

• Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of RWJ Barnabas Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

• NOTE: The essential functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.