Transfer Center Specialist (Per Diem, Evenings)
Required skills
- clerical office experience
- customer service experience
- acute care healthcare environment
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Cerner
- FirstNet
- Transfer log
- Intake Form
Nice to have
- Call Center experience
- transfer requests processing
Role summary
The Transfer Center Specialist is responsible for assisting with incoming calls, gathering demographic information for patient transfers, arranging transportation, and supporting the Transfer Center RN. This role involves utilizing customer service skills, completing intake forms, documenting actions, and entering data into systems like Cerner and FirstNet. The specialist will escalate clinical questions, follow protocols, coordinate bed assignments, facilitate discussions between physicians and RNs, and manage hand-offs. Responsibilities also include reconciling transfer information, handling 'no-show' cases, and ensuring effective communication throughout the transfer process.
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.
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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