Job Description

Job Title: Patient Hub Coordinator - Per Diem: 1 shift per week, weekend availability required

The position of the Patient Hub Transfer Coordinator is to be first point of contact for all external requested transfers coming into Pipeline Health’s Hub Transfer phone line and facilitates a timely transfer based on the adherence of transfer processes and escalations. The Patient Hub Transfer Coordinator works closely with the remote Utilization Review (UR) Nurses to assure the patient meets inpatient status prior to accepting the transfer. Actively and consistently contributes to department operations and communications, behaves in a manner consistent with the mission, vision, and values of Pipeline Health, upholding standards of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Essential Functions:

• Obtain warm handoff with off going shift following up immediately with any open task/transfer duties.
• Assure transfer phone line is answered immediately when a call comes in.
• Check message line after every transfer call completed to pick up voice mails timely and facilitate the request for transfer.
• Check message line immediately after breaks to pick up voice mails timely and facilitate the request for transfer.
• Screen all transfer requests for Inpatient medical necessity and level of care needed through the remote UR Nurses to place the patient in one of Pipeline Health’s hospitals appropriately.
• Adhere to the detailed algorithm to comply with the 30-minute timeframe of notifying the facility of acceptance, with the hospital and bed assignment.
• Adhere to payor/hospital partners specific rules and requirements related to authorizations and transfers.
• Follow escalation process if any barrier to the transfer process is identified.
• Assure documentation is accurate, timely and thorough for all transfers utilizing the appropriate log(s)
• Assist with the Treatment Authorization Review (TAR) process as instructed.
• Uses clear, concise, professional communication with coworkers, patients, all customers internal and external.
• Uses AIDET in interactions with patients and family members.
• Acts with a sense of urgency when performing tasks.
• Basic unit/department maintenance such as keeping files, drawers, cabinets free from unnecessary clutter.
• Reports on any equipment and or environmental issues for repair.
• Abides by HIPAA (Health Insurance Portability and Accountability Act) regulations.
• Speaks up to stop the line and escalates potential safety events if necessary.
• Completes and attends monthly training assigned.

Behavioral Standards:

• Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
• Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians, and hospital staff members.
• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.

Communication/Knowledge:

• Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.

Collaboration/Teamwork:

• Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.

Qualifications/Experience:

• Minimum one (1) year experience in a healthcare related setting. Acute hospital background preferred, other settings will be considered.
• Knowledge of Medical Terminology a plus.
• Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, strong organizational skills, ability to follow verbal instructions, and PC (computer) skills.
• A capacity to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with the team members who are recognized leaders within healthcare.