Senior Transport Dispatch Coordinator, Rotating Shifts

Company Description

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

Job Description

Receive requests for interfacility patient transport and dispatch for services utilizing the Maryland Institute for Emergency Medical Services Systems protocols for interfacility patient transports. Serve as a liaison between the transportation vendor and hospital requesting transport. Ensure delays are communicated to the sending and receiving hospital. Responsible for day-to-day unit operations and performance including staffing, equipment and information systems support. Work is performed under limited supervision. Direct report to the Access Center & Transport Manager.

Primary Responsibilities

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.

•    Receive and prioritize incoming requests for service received via multiple communication channels (e.g., multi-line telephone console, fax, and electronic communication (secure paging device, email, and dispatch software interface during emergent and non-emergent transport scenarios. 
•    Facilitate inter-hospital transfers, consults, and round-trip procedural test within UMMS with physicians and staff of the University of Maryland Medical System.
•    Determine the appropriate level of patient transportation (e.g., ALS, BLS, or SCT) by applying the Maryland Institute for Emergency Medical Services Systems protocols and inter-hospital transfer policies and procedures. 
•    Assign transportation to appropriate vendors utilizing software/computer aided dispatch.
•    Collaborate with clinical and transportation partners to ensure efficient and optimal use of transportation resources.
•    Remediate patient transportation concerns in an expeditious manner to ensure timely transport. 
•    Maintain electronic documentation related to job function. Ensure all UMAC documentation is accurate and completed within the established time frame. 
•    Serve as a resource within UMAC and UMMS for patient transportation related matters.
•    Maintain the University of Maryland Access Center work area and ensure all equipment is in operating condition.
•    Transfer and receive phone calls from hospital customers, department staff, hospital staff, and physicians. Identify and resolve conflicts to reduce communication barriers to facility productivity and efficient workflows.
•    Participate in quality assurance by auditing charts daily and responding to any issues that occur during a transport or consult. Communicate opportunities for improvement to appropriate program representative.
•    Monitor team phone recordings, pending and accepted patient status boards, and patient charts during the shift to ensure service quality and accuracy.
•    Serve as a lead for implementation of established hospital/departmental/system policies, procedures, guidelines, protocols, objectives, environmental, safety and infection control standards. 
•    Serve as an escalation point to address customer service concerns in the absence of a manager or supervisor.
•    Accountable for auditing transfer center recordings, providing feedback to team members as appropriate, and escalating performance concerns to leadership.
•    Lead program-based governance committees. Contribute to attainment of committee objectives, reviewing workflows for improvement opportunities and revising them per service line requirements.
•    Work to resolve disputes/solve problems that would otherwise inhibit productivity and workflow.
•    Train, coach, and mentor new and existing team members.
•    Perform other duties as assigned.

Qualifications

Education & Experience - Required

•    High school diploma or GED.
•    5 + years’ experience working in a high volume, high acuity emergency medical services system. 
•    Current American Heart Association Certification in Basic Life Support, or equivalent.
•    Emergency Medical Technician - Basic license issued by the Maryland Institute for Emergency Medical Services or Emergency Medical Dispatcher.
•    18 months’ experience working as a Transport Dispatch Coordinator.