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.
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
