Transfer Center Coordinator- Oakland

UPMC Medcall is hiring a full-time Transfer Center Coordinator for their Oakland location. This position will work an afternoon/evening shift. There is the possibility of a hybrid work situation after the completion of orientation and training (90-120 days).

This position is in a high-volume medical transfer call center. The individual will engage with physicians and other healthcare providers to facilitate patient transfers into UPMC, manage urgent and routine medical consultations, and activate specialized teams for urgent patient needs. The role involves using computers and multi-line phones. We seek someone who can follow verbal directions and written protocols while delivering excellent customer service to healthcare providers, both within and outside of UPMC. Individuals with backgrounds as Health Unit Coordinators (HUCs), EMS providers, Medical Assistants, and LPNs tend to excel in this role.

Responsibilities:

• Provide and assist physicians with emergent and non-emergent transfers, consults, and other calls received for all facilities. Efficiently and accurately transcribe interactions on calls. All documentation on transfers is to be completed and entered in the department database timely.
• Request and coordinate all medical transportation, as necessary. Provide initial information to admissions, case managers, and bed flow coordinators of incoming patients; update all admission records as necessary.
• Serve as a preceptor and assist with training of new staff.
• Answer calls into the UPMC transfer center (MedCall) to provide a point of entry into UPMC: the scope is unlimited (local and worldwide). Responsible for meeting departmental benchmarks related to call handling and transferring.
• Maintain an awareness of services and capabilities of UPMC facilities in support of the outreach efforts of the transfer center.
• Appropriate escalation of issues, bed assignments, and problems as determined by departmental protocols.
• Knowledge of multiple communication methods utilized by the department.
• Maintain a familiarity with internal systems available and necessary in the performance of the job.
• Accurate and timely documentation of call information per departmental standards.
• Input patient registration information into EPIC/Medipac.
• Make outbound calls to clarify requests, provide bed assignments, and seek additional details.
• Display attention to detail and the ability to multitask.
• Make appropriate decisions based on the established protocols.
• Exhibit strong interpersonal and communication skills, remaining professional and courteous when dealing with sensitive issues and stressful circumstances.
• Exhibit strong written and verbal communication skills.