The Transfer Coordinator Registered Nurse (RN) facilitates the transfer of patients to and within the Baylor Scott & White Health (BSWH) System. The primary purpose of the position is to facilitate physicians/consumers access to BSWH hospitals and physicians through the Transfer Center. Nurses in this role have accountability for providing excellent customer service which will result in enhanced customer satisfaction.
HOURS - PRN, ability to work both day and night shift.
ESSENTIAL FUNCTIONS OF THE ROLE
Facilitates the coordination of patient's transfer with physicians, staff RNs, and other departments while meeting state and federal regulations (COBRA/EMTALA); plan of care to optimize patient outcomes and decrease length of stay in an unbiased, standardized manner.
Exemplifies highest level of customer service skills and etiquette with internal and external customers, striving to be friendly and helpful on each call and to answer call quickly.
Follows protocols to secure timely and accurate information from referring institutions and physicians and uses the information regarding patient needs, and the broad array of system resources, to optimize the value of the service for all System facilities.
Uses information from available electronic systems to provide direction to caller regarding patient disposition and contacts appropriate medical staff to accept patient. Contacts appropriate staff to secure bed for transferred patients.
Utilizes Care Coordination and Transfer Center Medical Director as a resource to appropriate transfer of patients and availability of services for optimal financial impact.
Ensures documentation is concise and meets standards utilizing all appropriate forms.
Assures Transfer Center calls will be processed in accordance with the standards and protocols. Monitors call wait times and assists all team members to identify strategies which promote short wait times and efficiency.
Assumes personal responsibly for raising referring physician customer satisfaction, increasing the number of new referring physicians and for growing the BSWH market share.
Oversees and supports the work of the Transfer Center Room Control Coordinator.
Provides follow-up calls and communications with both internal and external customers to meet the needs of the patient. Addresses concerns immediately to report issues consistent with the issue resolution standards.
KEY SUCCESS FACTORS
Knowledge and understanding of nursing and patient care standards and procedures.
Knowledge of laws, rules and regulations; standards and guidelines of certifying and accrediting bodies; hospital and department/unit standards, protocols, policies and procedures governing the provision of nursing care applicable to the area of assignment.
Knowledge of medical terminology; principles and practices of health promotion, risk reduction, illness and disease prevention and management; medications and drugs, common dosages, their physical and physiological effects, and possible adverse reactions.
Knowledge of medical and professional nursing ethics and patient privacy rights.
Must be able to communicate thoughts clearly, both verbally and in writing.
Ability to project a friendly and helpful image over the phone.
Interpersonal skills to interact with a wide-range of constituencies.
Must have critical thinking and problem-solving skills.
Ability to observe changes in the medical condition of patients and effectively communicate these changes to other nursing staff members and physicians/providers.
Ability to provide age-specific, quality, patient-centered care to all patients through the nursing process and standards of nursing practice with sensitivity and respect for the diversity of human experience and to develop, evaluate, implement and, as necessary, modify a patient care plan to meet the needs of individual patients.
General computer skills, including but not limited to: Microsoft Office, information security, scheduling and payroll systems, electronic medical documentation, and email.
- EDUCATION - Associate's
- EXPERIENCE - 3 Years of Experience
- CERTIFICATION/LICENSE/REGISTRATION -
Registered Nurse (RN)