Transfer Center Dispatcher/ Phone Triage

About the role

Responsible for answering calls received by the Transfer Center, collecting information relevant to the caller's needs in a computer software interface, determining the appropriate response, and connecting the caller with the correct facility, physician, or department.

Define and triage patient care problems, providing appropriate instructions to ensure timely and effective action and quality of care. Responsible for clinical decisions involving triage and determining patient placement related to scheduling appointments for clinic visits and hospital procedures. Acts as a liaison representing the center to the public.

Models appropriate behavior as exemplified in the organization’s Mission, Vision, and Values.

Responsibilities

• Correctly answer and greet callers to the Transfer Center and quickly determine the type of assistance needed.
• Utilize Transfer Center patient software to capture caller demographics, reason for call, patient information, transport times, and other pertinent information.
• Utilize Conveyant Call Management Software.
• Dispatch transports in accordance with Policy and Procedure.
• Dispatch calls correctly and efficiently in accordance with Policy and Procedures.

Requirements

Education/Formal Training

• Required: Technical Degree or Diploma – Paramedic
• Preferred: Associate Degree – Nursing
• Preferred: Technical Degree or Diploma – Advanced Emergency Medical Technician (AEMT)
• Preferred: Technical Degree or Diploma – Emergency Medical Technician (EMT)
• Preferred: Technical Degree or Diploma – Medical Assistant
• Preferred: Technical Degree or Diploma – Nursing
• Preferred: Technical Degree or Diploma – Respiratory Therapy

Work Experience

• Preferred: Call center – 3-5 years
• Preferred: EMT – 1-3 years
• Preferred: LPN – 1-3 years
• Preferred: Paramedic – 1-3 years
• Preferred: RN – 1-3 years
• Preferred: RRT – 1-3 years

Licenses and Certifications

• Required: Registered Nurse – Tennessee (Tennessee Board of Nursing)
• Preferred: Nationally Certified Medical Assistant (National Association of Health Professionals)
• Preferred: AAMA Certified Medical Assistant (The American Association of Medical Assistants)
• Preferred: Registered Respiratory Therapist – Arkansas (Arkansas State Medical Board)
• Preferred: Registered Nurse – Arkansas (Arkansas State Board of Nursing)
• Preferred: Registered Respiratory Therapist – Mississippi (Mississippi State Department of Health)
• Preferred: Licensed Practical Nurse – Arkansas (Arkansas State Board of Nursing)
• Preferred: Registered Paramedic – National (National Registry of Emergency Medical Technicians)
• Preferred: Licensed Practical Nurse – Tennessee (Tennessee Board of Nursing)
• Preferred: NCCT Medical Assistant (National Center for Competency Testing)
• Preferred: Advanced Emergency Medical Personnel – Tennessee (Tennessee Emergency Medical Services Division)
• Preferred: AMT Registered Medical Assistant (American Medical Technologists)
• Preferred: Emergency Medical Technician (National Registry of Emergency Medical Technicians)
• Preferred: Paramedic – Mississippi (Mississippi State Department of Health)
• Preferred: Emergency Medical Personnel – Arkansas (Arkansas Department of Health)
• Preferred: Registered Nurse – Mississippi (Mississippi Board of Nursing)
• Preferred: Advanced Emergency Medical Technician (National Registry of Emergency Medical Technicians)
• Preferred: Emergency Medical Personnel – Tennessee (Tennessee Emergency Medical Services Division)
• Preferred: Advanced Emergency Medical Technician – Mississippi (Mississippi State Department of Health)
• Preferred: Licensed Practical Nurse – Mississippi (Mississippi Board of Nursing)
• Preferred: Registered Respiratory Therapist – Tennessee (Tennessee Board of Respiratory Care)
• Preferred: Certified Clinical Medical Assistant (National Healthcareer Association)

Skills

• Ability to type 45 words per minute accurately.
• Ability to understand and prepare moderately complex written materials, such as patient records.
• Ability to communicate verbally with all levels of associates, management, physicians, patients, and their families.
• Ability to work without close supervision and exercise independent judgment in a professional area.
• Ability to work within an interdisciplinary environment as a team member dedicated to shared patient/family responsibilities.
• Ability to utilize computer systems and call center software to meet requirements.
• Ability to organize multiple tasks and projects and maintain control of workflow.

Physical Demands

• Ability to sit for long periods in a call center environment.
• Must have good balance and coordination.
• Close visual acuity, including color, depth perception, and field of vision, to perform activities such as preparing and analyzing data, transcribing, viewing a computer terminal, or extensive reading.
• Ability to react quickly and calmly to emergency situations.