Description

Job Summary

Responsible for assisting with taking calls, securing demographic information related to transfers, arranging transportation, and supporting the Transfer Center RN.

Job Specific Duties

• Utilizes optimal customer service skills to answer calls being received at the Transfer Center.
  
• Gathers pertinent transfer request information, completes Intake Form, and documents all actions as appropriate for informational and reporting purposes.
  
• Enters data in Cerner, FirstNet, and Transfer log related to all transfer requests.
  
• Escalates all clinical questions to the Transfer Center RN, Department Director, or Medical Director.
  
• Follows all Transfer Center protocols regarding calls and documentation.
  
• Maintains an active, hands-on level of participation in all transfer requests in and out of the facility.
  
• Facilitates coordination of bed assignment, Physician-to-Physician, RN-to-RN discussion as appropriate for effective, safe, and timely transfers.
  
• Provides hand-off at change of shift regarding any pending transfer.
  
• Reconciles transfer information once patient arrives including disposition and mode of transport.
  
• If transfer is a 'no-show', sends email to the identified recipients for patient follow-up.

Qualifications

Minimum Job Requirements

• 3-5 years of clerical office and/or customer service experience required

Knowledge, Skills, and Abilities

• High School Education or equivalent
  
• Prior experience in an acute care healthcare environment
  
• Prior Call Center experience and/or experience processing transfer requests preferred
  
• Decision making and time management skills
  
• Excellent verbal and written communication skills
  
• Human relations and team building skills
  
• Ability to handle multiple assignments, set priorities, and meet deadlines
  
• Ability to represent department in a professional, courteous, and efficient manner
  
• Ability to follow complex written or verbal instructions to solve complex problems
  
• Proficiency in Microsoft Word, Excel, and Outlook

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