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REGIONAL REFERRAL COORDINATOR

VARIED, FLEX HOURS WITH ROTATION 12 HOUR SHIFT WEEKENDS (7P-7A WEEKEND SHIFT)

PART TIME / 48 HOURS EVERY TWO WEEKS

The Regional Referral Center (RRC) Coordinator has the responsibility for coordinating calls for Premier Health including paging requests, consults, direct admits, and transfers from internal and external customers.

The RRC Coordinator also has the responsibility to process all “alerts” across the system. This requires expertise in multiple applications to ensure proper notification to all caregivers, including physicians, nurses, medical imaging, etc. to ensure quick response to critical patients

This position includes extensive customer relations skills and serves as the initial point of contact for internal and external customers for the Regional Referral Center. The RRC Coordinator works closely with RRC RNs to assist in facilitating patient flow and throughput.

This is a system level position, with significant strategic relevance, requiring constant interface across referring facilities and providers within a 150-mile radius including those within Premier.

General Summary/Responsibilities:

Answers calls into the Regional Referral Center to provide a point of entry into Premier Health.

Responsible for meeting department benchmarks related to call handling and transferring

Provide and assist physicians with emergent and non-emergent transfers, consults, and other calls received.

Efficiently and accurately transcribe and enter interactions of all calls.

Must be able to understand, interpret and enter data into the computer-based systems, paging systems, and be able to enter data while communicating with multiple providers on the phone.

All documentation on transfers to be completed and entered into the department database by the end of the shift

Works collaboratively to Regional Referral Center Patient Logistics and System Transportation to ensure proper bed placement and appropriate level of transportation.

Maintain awareness of services and capabilities of all Premier Health facilities.

Appropriate escalation of issues, bed assignments and problems as determined by department protocols.

Knowledge of multiple communication methods utilized by the department.

Knowledge and understanding of the service area, hospitals, clinics, nursing homes and physician offices.

Minimum Level of Education Required: High School completion / GED

Area of study or major: Health care

Preferred educational qualifications: Associates degree in Healthcare related field

Experience

Minimum Level of Experience Required: 1 - 3 years of job-related experience

Prior job title or occupational experience: Health care

Prior specific functional responsibilities: Health care

Preferred experience:

Medical background is highly recommended, Customer Service field preferred

Knowledge/Skills

Must be able to multitask with constant interruptions while maintaining a pleasant demeanor

Can negotiate skillfully in a tough situation with both Internal and External Customers

Can manage conflict and physician relationships with composure

Basic computer knowledge

Ability to type at moderate speed

Strong organization skills and problem-solving skills

Effective interpersonal and communication skills

Must be able to work as a team member

Essential Duties & Functions:

1. Collaborates with interdisciplinary teams throughout the Premier Health System to facilitate physician pages, consults, and transfers into and out of Premier Health

2. Must be able to operate multiple phone line systems with the ability to connect conference calls.

3. Ability to trouble shoot issues and be able to utilize alternative communication devices as necessary.

4. Must demonstrate the ability to work quickly and accurately while issuing all of PH stroke alerts, AMI alerts which also includes follow-up with providers as necessary to ensure completion of the process.

5. Must be flexible and respond appropriately to requests that may change based on the needs of the patient.

6. Awareness and accountability with regards to outcomes across the balanced score card.

7. Initiates appropriate actions, including use of chain of command to address unmet needs.

8. Maintains competence in use of all hospital information systems, using appropriate system for retrieval and input of patient data.

9. Serves as the knowledge expert and information source for internal and external customers.

10. Serves as an escalation point for issues and questions regarding acceptance and denial of patients when appropriate.