Job Title: Patient Flow Specialist
Department Roles: On-Site Transport Coordinator
Reports To: Communications Manager(s) / Director of Strategic Development
Department: Communications
Location: Assigned Facility
FLSA Status: Non-Exempt
POSITION SUMMARY:
The Patient Flow Specialist serves as the central communication point for both emergent and non-emergent service requests within the assigned facility. The role requires excellent verbal and written communication skills and the ability to operate effectively in a high-paced, high-pressure environment. The Specialist must work with limited supervision, be receptive to constructive feedback, and implement resolutions as necessary. The goal is to ensure timely and accurate fulfillment of service requests while coordinating with operational staff, patients, facility staff, and communications.
Essential Duties and Responsibilities:
Provide exceptional customer service, ensuring positive outcomes for both emergent and non-emergent calls.
Build and maintain relationships and trust with all contacts inside the facility, as well as with internal communications and operations teams.
Schedule all outgoing transfers for the facility using internal and external software tools.
Collaborate with facility case management, nursing, and leadership to ensure timely scheduling and efficient flow of the transport process from request to departure.
Ensure all data, paperwork, and patient belongings are prepared for seamless transport, providing a barrier-free experience for the operations team.
Attend internal and external meetings to report on transport statuses and address prioritization and logistics issues.
Maintain composure and effectiveness under pressure, communicating status and changes in the transport process to the facility.
Learn and adhere to Dispatch Department organization, policies, and operating procedures.
Enter data into the Computer-Aided Dispatch System and provide event notations, activities, and other relevant information.
Verify customer insurance information.
Perform other essential and marginal functions as required by work location, assignment, or shift.
Represent the organization professionally and appropriately.
Participate actively in a team environment.
Note: This document does not constitute a contract of employment. The description is not intended to be an exhaustive listing of all skills, duties, or responsibilities associated with the job. Management reserves the right to revise the job or require other tasks be performed as circumstances change (e.g., changes in personnel, workload, or technological developments).
Minimum Qualifications/Education/Skills:
High school diploma or GED required.
Able to work independently.
High level computer skills.
Excellent interpersonal skills.
Customer Service oriented.
Team Success Oriented.
Other Knowledge and Skills:
6 months experience in customer service or other direct customer contact work preferred.
6 months call center experience in a fast-paced work environment preferred.
Fast typing with experience in data entry.
Proficient in English (oral and written).
Understand and follow oral and written instructions in the English language.
Outstanding organizational and multitasking abilities.
Active listener with excellent communication skills.
Maintains professional competence and demonstrates concern for the competence of other members of the EMS health care team.
Maintain HIPPA Compliance.
Strong ability to multi-task at a high pace environment.
Ability to uphold standards of practice and education.
Ability to adhere to standards of personal ethics, on and off duty, which reflect credit upon the profession.
Does not use professional knowledge and skills in any enterprise detrimental to the Company or to the public well-being.
Ability to respect and hold in confidence all information of a confidential nature obtained
Has good working knowledge of all company policies pertaining to this position.
Good knowledge of common physical illnesses, obvious symptoms, and medical terminology. Flexible work schedule.
WORKING ENVIRONMENT: Most work will be performed in the assigned facility and or other office areas. An open cubical type of office environment may be used, frequent interruptions, work pressure and irregularities in the work schedule are expected. Employees are continuously faced with several projects considered to be high priority. Employees are subject to continually changing deadlines. While performing the duties of this job, the employee may occasionally be required to travel and attend both regular and unscheduled meetings, some of which take place outside of regular working hours.
Physical Requirements
The employee is regularly required to use hands, fingers, and reach with hands and arms; must be able to talk and hear. The employee frequently is required to stand and walk. The employee is required to sit for extended periods; climb or balance; stoop, kneel, or crouch. The employee may often lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Benefits
Competitive Pay Rates
Medical Insurance
Dental Insurance
Vision insurance
Financial Planning
This description is not intended to be an exhaustive listing of all skills, duties, or responsibilities associated with the job. Management reserves the right to revise the job, or to require that other or different tasks be performed, should circumstances change (i.e., changes in personnel, workload, or technological developments).
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