Transport Dispatch Coordinator

Job Description
Emergency Medical Technician- Basic license issued by the Maryland Institute for Emergency Medical Services OR Emergency Medical Dispatcher certification is REQUIRED.
General Summary
Under general supervision, using a customer service orientation, this individual will receive request for interfacility patient transport and dispatch for services utilizing the Maryland Institute for Emergency Medical Services Systems (MIEMSS) protocols for interfacility patient transports. The Patient Transport Dispatch Coordinator will function as a liaison between the transportation vendor and hospital requesting transport. In this role, this individual will ensure delays are communicated to the sending and receiving hospital. 
Principal Responsibilities and Duties
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
1.    Receives and prioritizes incoming requests for service during emergent and non-emergent transport scenarios. These requests will be generated via multi-line telephone console, written medium (fax), and electronic communication (secure paging device, email, and dispatch software interface).
2.    Facilitates transports originating or receiving at a UMMS Facility to ensure appropriate level of service, and timely transportation. 
This individual must be able to expertly apply the MIEMMS protocols and the inter-hospital transfer resource manual to clinical scenarios to determine appropriate level of patient transportation (ALS, BLS, or SCT).
This individual must develop and maintain a working knowledge of interfacility critical care transportation regulations to assist in matching patients to the most appropriate level of transport care.
Ability to effectively collaborate with clinical and administrative stakeholders (access center physicians, nurse coordinators, transfer coordinators) to appropriately triage transport related requests. 
3.    Ability to manipulate transportation software/ computer aided dispatch (CAD) to broker transportation to appropriate vendors. 
4.    Expert ability to multi-task to address multiple incoming dispatch request, and prioritize appropriately based on patient needs and urgency of transport.
5.    Collaboration with clinical and transportation partners to ensure efficient and optimal use of transportation resources.
6.    Real-time problem solves complex patient transportation concerns to ensure timely transport with a continual focus on quality and safe patient care.
7.    Maintains electronic documentation related to operations. Ensures all documentation is complete with emphasis on 100% accuracy, clarity and completeness within appropriate timeframe.
8.    Serve as a resource for patient transportation related matters.
9.    Maintains the work area in a neat and clean fashion.  Ensures that all equipment is in operating condition.  This may require operator maintenance.  Equipment malfunctions must be reported immediately.
10.    Ability to judge the level of confidentiality of information / activities involved in and exhibit integrity in use of dissemination of such information.
11.    Highly effective verbal and written communication skills are necessary in dealing with a variety of healthcare and finance professionals including senior management staff.
12.    Expert organization and problem-solving skills are required to develop/implement efficient work processes.  Ability to work effectively in a stressful work environment. 
13.    Conducts and/or attends in-service training programs as directed by the supervisor.  Assists in the training of newly assigned personnel.
14.    Transfers and receives phone calls from hospital customers, departmental staff, hospital staff, and physicians. Uses effective interpersonal skills to identify and resolve conflicts, decrease communication barriers and facilitate group effectiveness.
15.    Participates in quality assurance by checking on a daily basis charts, timeliness, and any other issues, which might arise during a transport or consult.  Communicates opportunities for improvement to appropriate program representative.