Senior Transport Dispatch Coordinator, Rotating Shifts

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. 

Education & Experience - Preferred

    2 years experience working in a critical care high volume interfacility transport dispatch center.
    Certification as Emergency Medical Dispatcher or Certified Communicator Course or International Association of Medical Transport Communication Specialist.
 
Knowledge Skills & Abilities

    Working knowledge dispatch related functions and software such as Computer Aided Dispatch and Flight Following.
    Demonstrated effectiveness in utilization and management of resources associated with inter-hospital transfers.
    Proficiency with multiple healthcare software programs (e.g. EPIC TIGER and rydecentral) software platforms.
    Ability to provide appropriate care to the patient population. 
    Ability to judge the level of confidentiality of information/activities involved in and exhibit integrity in use of dissemination of such information.
    Ability to analyze compare contrast and validate work with keen attention to detail.
    Self-motivated individual who can excel with little supervision and can be successful in a fast paced dynamic environment.
    Effective skill managing multiple staff initiatives and priorities to accomplish objectives.
    Effective skill developing and maintaining collaborative working relationships with all levels of leadership staff and vendors.
    Keen sense of personal responsibility and accountability for delivering high quality work.
    Ability to work independently and as part of a team in a fast-paced dynamic environment.
    Effective skill in the use of Microsoft Office Suite (e.g. Access Word Excel PowerPoint).
    Advanced verbal written and interpersonal communication skills

Patient Safety

Ensures patient safety in the performance of job functions and through participation in system hospital department or unit patient safety initiatives.

1.    Takes action to correct observed risks to patient safety.
2.    Reports adverse events and near misses to appropriate management authority.
3.    Identifies possible risks in processes procedures devices and communicates the same to those in charge.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

• Pay Range: $22.63-$27.31
• Shift differentials
• Review the 2024-2025 UMMS Benefits Guide

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