St. Charles Health System is hiring: Transfer Center Communication Specialist in

Transfer Center Communication Specialist

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The Communication Specialist provides professional and timely assistance for all callers to the St. Charles Health System Transfer and Dispatch Center. First point of contact for, and coordinates all, consultation, referral, direct admits and/or transfer requests into and out of all four hospitals and efficiently processes transportation requests via various partners. This position does not directly supervise other caregivers.

Responsibilities

• Follows all procedures, policies, and standards of practice.
• Receives and coordinates all phone calls from other medical facilities within and outside our health system to make or complete arrangements for transferring patients.
• Receives and coordinates all phone calls from local clinics within our health system to have patients directly admitted.
• Complies with COBRA transfer laws and consults with appropriate medical staff as necessary for identification of accepting physician for transferring patients.
• Participates in bed control activities; notifies house supervisor, hospital departments and admitting of pending admissions, by initiating bed requests.
• Enters complete patient information in the appropriate system(s) and in compliance with hospital and regulatory requirements.
• Accurately creates patient accounts in EHR as defined in standard work.
• Communicates with physicians and/or physician office staff to facilitate direct, same‑day admissions.
• Provides admitting information to physicians and their offices upon request.
• Accurately enters and updates physician call schedules for emergent after‑hours and weekend changes.
• Maintains an accurate hospital account record.
• Responsible for the rapid and accurate initiation of emergency response for priority code responses such as Heart 1, Stroke 1, Stroke alert, Trauma, and Mass Casualty events, as well as additional codes as assigned.
• Responsible for rapid notification to appropriate facility and teams when there is an incoming medical helicopter.
• Functions as patient advocate, responding to their request and locating a nurse.
• Provides accurate and timely telephone connections for all external and internal operator‑assisted calls.
• Functions as main communicator during all hospital codes.
• Accurately uses all computer software to ensure callers go to the right place the first time.
• Manages confidential patient information according to patient privacy guidelines.
• Supports the vision, mission and values of the organization in all respects.
• Supports Value Improvement Practice (VIP‑Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
• Provides and maintains a safe environment for caregivers, patients and guests.
• Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.
• Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violations of applicable rules, and cooperating fully with all organizational investigations and proceedings.
• May perform additional duties of similar complexity within the organization, as required or assigned.

Qualifications

• High school diploma or GED (required).
• One year experience working in fast‑paced customer service or patient‑facing role (required).
• Medical office and/or multi‑line phone experience (preferred).
• Medical experience such as Emergency Medical Technician, Emergency Medical Dispatch, or Certified Flight Communicator (preferred).

Job Details

• Seniority level: Entry level
• Employment type: Part‑time
• Job function: Other
• Industry: Hospitals and Health Care