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University of Pittsburgh Physicians is hiring full time Transfer Center Coordinator Associates to join the MedCall team. This position requires rotating holidays and weekends with daylight, evening and night shifts available. A hybrid option will be available after successful completion of orientation and training.

Purpose:

UPMC MedCall serves as UPMC's advanced physician resource for all aspects of patient transfers, referrals (urgent and non-urgent), and physician consultations. This department serves as the primary contact for referring physicians who are requesting the services of UPMC for continued patient care. This office is a 24-hour operation with various shifts, as well as rotating weekends and holidays. The MedCall department strives to create a consistent base schedule for employees, however in case of emergency or departmental needs, flexibility to work all shifts is required. This team is responsible for facilitating all patient transfers into and within the UPMC Health System by answering phones and initiating referrals and inpatient transfers from physicians and medical professionals. Responsibilities require the Transfer Center Coordinator to multitask, maintain great customer service, and identify and escalate concerns in an efficient manner. The ideal candidate for this position will have proficient computer and typing skills, exceptional phone etiquette and communication skills, and strong organization and prioritization skills. Proficient medical terminology knowledge is strongly preferred, while direct patient care and/or medical training experience is a plus. A working knowledge of EPIC and/or Medipac is also a plus.

Responsibilities:

+ Exhibit strong written and verbal communication skills.

+ Exhibit strong interpersonal and communication skills, remaining professional and courteous when dealing with sensitive issues and stressful circumstances.

+ Make appropriate decisions based on the established protocols.

+ Display attention to detail and the ability to multitask.

+ Make outbound calls to clarify requests, provide bed assignments, and seek additional details.

+ Input patient registration information into EPIC/Medipac.

+ Accurate and timely documentation of call information per departmental standards.

+ Maintain a familiarity with internal systems available and necessary in the performance of the job.

+ Knowledge of multiple communication methods utilized by the department.

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

+ Maintain an awareness of services and capabilities of UPMC facilities in support of the outreach efforts of the transfer center.

+ All documentation on transfers to be completed and entered in department database timely.

+ 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.

High School diploma or equivalent is required. Two (2) years customer service experience or call center experience, OR one (1) year healthcare call center experience required. Knowledge of medical terminology preferred. Prior call center experience preferred. Computer literacy/data entry skills.

Licensure, Certifications, and Clearances:

+ Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran