Hospital Coordinator

Priority Ondemand; Lawrenceville (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Priority Ondemand seeks a Hospital Coordinator to manage emergent and non-emergent patient transportation between the hospital transfer center and Central EMS. You will ensure timely coordination, accurate documentation, and superior customer service on a shift-based schedule onsite.

The role requires coordinating with Care Coordination, vendors, and internal teams to maintain service efficiency, data integrity, and patient satisfaction while adhering to HIPAA regulations.

Qualifications

• Minimum 2 years of customer service experience (healthcare preferred).
• Training and/or education in customer service or healthcare services.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Dispatcher or call-taking experience preferred but not required.

Responsibilities

• Coordinate transportation between hospitals and Central EMS.
• Monitor and document ETAs in CAD and Statcall as applicable.
• Communicate ETA updates to customers.
• Maintain accurate and timestamped documentation in CAD, Statcall and manual systems.
• Escalate recurring issues such as missed ETAs or incomplete trip documentation.
• Support problem-solving efforts for transport-related issues.
• Maintain high levels of customer service across all interactions.
• Ensure compliance with HIPAA and confidentiality standards.
• Report documentation or compliance concerns to leadership.

Skills

Customer service experience

Verbal and written communication

Dispatcher or call-taking experience

Education

Education in customer service or healthcare services

Tools

MS Office

Job description

Overview

The Hospital Coordinator is responsible for coordinating emergent and non-emergent patient transportation between the designated hospital transfer center and Central EMS. This role ensures timely transport coordination, accurate documentation, and a high level of customer service. The transfer center liaison works closely with Care Coordination, vendors, and internal teams to maintain service efficiency, data integrity, and patient satisfaction. This is a non-exempt position working a shift-based schedule onsite at the designated hospital Transfer Center.

Key Responsibilities

• Knowledge and understanding of Central EMS Operations.
• Knowledge and understanding of the designated hospital system’s patient flow needs.
• Knowledge of the Central EMS CAD and Statcall (if applicable).
• Coordinate transportation between hospitals Central EMS.
• Monitor and document ETAs in CAD and Statcall (if applicable) and other systems.
• Communicate ETA updates to customer.
• Review trip history and internal notes to identify delays or recurring issues.
• Maintain accurate and timestamped documentation in CAD, Statcall (if applicable) and manual tracking systems.
• Escalate recurring issues such as missed ETAs or incomplete trip documentation.
• Support problem-solving efforts for transport-related issues.
• Maintain high levels of customer service across all interactions.
• Ensure compliance with HIPAA, company policies, and confidentiality standards.
• Report documentation or compliance concerns to leadership.
• Perform additional duties as assigned.

Physical Requirements

• Prolonged periods of sitting.
• Ability to remain at workstation for extended durations.
• Frequent use of computer systems and communication tools.

Core Competencies

• Attention to Detail
• Organizational Skills
• Customer Service Orientation
• Problem-Solving Skills
• Communication Skills
• Adaptability to Shift Work
• Commitment to Patient Safety and Compliance

Reporting Relationship

• Reports directly to the Director of Operations

Work Environment

• Onsite at designated hospital Transfer Center
• Fast-paced healthcare coordination environment
• Frequent interaction with hospitals, dispatch teams

Qualifications

• Minimum 2 years of customer service experience (healthcare preferred)
• Training and/or education in customer service or healthcare services
• Strong verbal and written communication skills
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Dispatcher or call-taking experience preferred but not required