At Houston Methodist, the Transfer Center Coordinator position is responsible for receiving demographic and clinical data from sending hospitals and ensuring an expeditious resolution to the request for transfer and the strict adherence to regulatory and customer service guidelines

*Encouraging applicants with an EMT background to apply!! The position consist of coordinating all incoming transfers to Houston Methodist in addition to setting up ambulance rides for discharging patients. This is a sedentary role in an office. Current coordinators work a variety of 8s and 12s depending on the coverage needs in addition to weekends and holidays. This role will be in our Access and Throughput Center and report to our Transfer Center Supervisor*

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Always displays excellent customer service skills, whether on the phone or in person, to all customers needing assistance.

SERVICE ESSENTIAL FUNCTIONS

• Answers incoming calls and collects demographic and clinical data on patients transferring from other hospitals. Consults as needed with clinical support staff for an initial triage to assist in determining appropriate level of care.

• Assesses resource availability and relays information to caller.

• When necessary, hosts call with sending and receiving physicians in order to determine appropriate status.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Enters and thoroughly updates patient and operational data into various database systems in a timely fashion with a high level of accuracy.

• Ensures the patient transfer is handled in a timely manner and within Emergency Medical Treatment and Active Labor Act (EMTALA) guidelines.

• Maintains Incoming Transfer checklist with complete and accurate information.

• Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician(s), patient, and service areas regarding action taken and outcome.

• Ensures patient information is conveyed to others appropriately while complying with patient confidentiality and Health Insurance Portability and Accountability Act (HIPAA) regulations.

FINANCE ESSENTIAL FUNCTIONS

• Completes patient financial clearance activities prior to transfer.

• Provides deposit/admission quotes to physicians and/or transferring hospitals.

• Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Identifies and presents areas for improvement in department operations and offers solutions by participating in department projects and activities.

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

• Two years of college preferred

WORK EXPERIENCE

• Three years of experience in a Patient Access area

• Experience with patient placement preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Working knowledge of medical terminology, patient financial services, and hospital bed placement

• Proficient computer skills and ability to learn and navigate multiple software programs

• Excellent customer service and professional communication skills

• Ability to handle detail work accurately and rapidly

• Critical thinking and independent decision making skills

• Ability to analyze and solve problems

• Ability to remain calm in stressful situations with patience and understanding

• Ability to work independently and as a part of the healthcare team

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research.  In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas.  These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.