Job Description: The UW Medicine Transfer Center is 24-hour call center comprised of three distinct services: the Community Care Line, Medcon and the Transfer Center. We have a great opportunity for an individual with excellent customer-service skills to facilitate patient calls for nurse advice and consult/transfer requests from providers and clinical staff throughout the WAMI region.
The Community Care Line provides 24-hour nurse advice for UW Medicine patients and contracted clinics and University students. Program Coordinators receive and document incoming calls from patients needing nursing advice. Coordinators must carefully identify patients and locate an existing record or otherwise register the patient in Epic. During office hours patient calls are screened for appropriateness and routed to the patient's clinic. Appropriate daytime calls and after- hours calls are setup in Epic system for Nurse Triage.
Medcon facilitates outpatient consults from providers in the WAMI region with the specialized attending providers in the UW Medicine system. The Program Coordinator must be able to grasp the nature of the medical concerns being described by these physicians and connect them with the appropriate service or specialist.
The Transfer Center arranges patient transfers and inpatient consults to all four UW Medicine hospitals (HMC, UWMC, NWH, VMC) from across Washington, Alaska, Montana and Idaho. The PC is responsible for receiving and documenting incoming calls from providers requesting to transfer patients to UW Medicine, or consult with a specialist. Under general direction from the RNs the Program Coordinator will facilitate transfer-outs, consults, and VPN requests. Throughout the transfer process PCs will collaborate across several departments to ensure the accurate and timely flow of MRNs, imaging, and relevant patient documentation in a multiple software-application environment.
The successful candidate will independently handle complex emergency medical concerns and use sound judgment in making decisions according to established procedures.
In addition, the Program Coordinator is responsible for assisting with the training of new staff, monitoring and directing work flow related to special projects, and notifying the manager of any problems related to daily operations, including problems related to callers, consultants, equipment, or personnel.
Answer calls from outside providers in the WAMI region and beyond requesting patient transfers and consultations Connect callers with UW Medicine providers for consultation, lower acuity transfers, and VPN requests Document calls & record consult notes into the N-Centaurus abase Answer calls from patients requesting RN advice Assess callers needs to prioritize emergent or critical issues and direct to the appropriate resource as needed Collect patient and provider demographics and referring facility contact information to document transfers in the N-Centaurus database. Accurately input patient demographics and reason for call in the Epic In-basket messaging system for nurse advise encounters Acknowledges and treats all federally-protected patient health information (PHI) in a manner consistent with UW Medicine standards and applicable laws. Collaborate with multiple departments to ensure the accurate and timely flow of patient documentation, including medical record numbers, face-sheets, transfer-summaries, and imaging. Assist nursing staff by providing non clinical info to callers and/or directing callers to appropriate clinics or medical center services as needed. Ensure accuracy and complete patient transfer charts for the preparation of statistical reports Assist staff with daily follow-up communications to referring physicians and facilities. Assist staff with data integrity and maintenance for the preparation of reports Other duties and projects as assigned by management
High school graduation or equivalent
two years of experience in the program specialty
Additional Departmental requirements:
Two (2) years of multi-line operator experience in a high-volume setting. Two years of clerical experience or training. Experience working in a team environment. 50 WPM typing/data entry and experience in word processing and Excel OR One year of experience working as a switchboard operator and experience in a high-volume setting OR One year of specialized clerical experience may be substituted for education.
Demonstrated excellent oral and written communication skills. Strong problem solving skills including tolerance for ambiguity. Proficiency in Microsoft Windows navigation & Microsoft Office Suite. Knowledge of medical terminology. Knowledge of medical sub-specialties. Experience working in emergency or crisis situations. Experience in a large complex healthcare system or academic healthcare setting. Familiarity of healthcare industry, trends and coming policy changes. Bachelor's degree.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.