Job Description

The RN Transfer Center, under the direction of the Transfer Center house manager, will coordinate the safe and efficient transfer of patients with emergent or urgent medical needs in or out of the Franciscan Missionaries of Our Lady Health System (FMOLHS). This role requires strong clinical knowledge of pediatric and adult medical conditions, and the ability to assess and prioritize care based on the severity of illness or injury. The electronic medical record (EMR) is utilized to coordinate, document, communicate, and report each transfer request to providers, clinical staff, admissions, and house managers. Will serve as a resource for receiving facilities for compliance with transfer center guidelines. All Transfer Center communications and functions will follow EMTALA guidelines and patient throughput.

1. Coordinates and Manages Patient Transfer Requests

a. Expedites and coordinates all internal and external transfers to and from an FMOLHS facility. Coordinates transfer activities between a FMOLHS receiving physician, transferring physician and clinical and clerical FMOLHS departments. Maintain awareness of services and capabilities of all FMOLHS and non-FMOLHS facilities in support of the outreach efforts of the Transfer Center. Demonstrate time management skills, the ability to manage frequent interruptions, and able to quickly switch tasks with minimal delays in workflow. Facilitate communication and collaboration between hospitals, providers, other Transfer Centers, and transport teams to ensure smooth transitions between healthcare teams and facilities. Maintain a familiarity with internal systems available and necessary in the performance of the job. Knowledge of multiple communications methods utilized by the department. Responsible for meeting departmental benchmarks related to call handling and transferring.

1. Maintain Transfer Center Documentation and Compliance

a. Correctly and accurately document all transfers and supporting information into the department data base. Efficiently and accurately transcribe interactions on all calls and provide this information to relevant stakeholders such as physicians, Emergency Departments, external transfer centers, or hospital units. Import medical records and imaging from referring facilities to the EMR and provide medical records for transfers out to non-FMOLHS facilities. Comply with and maintain knowledge of regulatory and FMOLHS policy standards, including EMTALA and quality initiatives, while adapting processes to ensure compliance.

1. Customer Service

a. Ensure appropriate escalation of issues and problems as determined by departmental protocols.

b. Ability to provide superior customer service to facilitate positive patient experiences.

c. Build and maintain collaborative relationships with hospital staff, nursing units, and external healthcare providers to support quality patient care.

d. Quickly address and resolve any issues that arise during the transfer process.

e. Ensure appropriate escalation of issues and problems as determined by departmental protocols.

f. Serves the organization with honesty and integrity by complying with all organizational and departmental policies and procedures.

1. Patient Assessment and Triage

a. Demonstrate proficient knowledge of pathophysiology and disease processes of pediatric and adult patients.

b. Utilize clinical skills and knowledge to assess and triage the level of care, required service, and best facility for urgent and emergent transfers.

c. Maintain knowledge of trauma, stroke, and STEMI protocols. Collaborate with the Louisiana Emergency Response Team (LERN) to ensure quick acceptance at the closest location for trauma, stroke, and STEMI transfers.

d. Recognize critical patient conditions or deterioration in conditions requiring prompt decision making and notification of providers to minimize delays and ensure timely care.

• Experience: Three years in general or specialty nursing practice
• License and Certification: Licensure for Registered Professional Nurse in the State of Louisiana
• Skills and Abilities: Strong pediatric and adult clinical skills and knowledge, ability to quickly assess and evaluate a patient’s clinical condition by phone. Ability to communicate clearly and effectively, ability to prioritize and identify emergent or urgent transfer needs based on clinical description, excellent computer skills, excellent phone skills, knowledge of emergency medical treatment and active labor act (EMTALA), critical thinking skills and ability to solve problems in difficult situations.