Transfer Center Coordinator- Oakland

UPMC; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 62,000; Full time

Job summary

UPMC MedCall is hiring multiple full-time Transfer Center Coordinators to join a hybrid role after a 90-day training period. The position requires working all shifts, including weekends and holidays, in a 24-hour operation handling patient transfers and physician referrals.

The role focuses on coordinating emergent and non-emergent transfers, documenting interactions in EPIC/Medipac, and providing exceptional service to physicians and admissions teams while maintaining accuracy and efficiency.

Qualifications

• High school diploma or equivalent is required.
• 5 years customer service or call center experience, OR 2 years healthcare call center, OR 4 years healthcare business setting, OR 2 years direct patient care experience (EMS, LPN or RN training).
• Knowledge of medical terminology preferred.
• Computer literacy/data entry skills.

Responsibilities

• Provide emergent and non-emergent transfers and consults, and transcribe calls accurately; all transfers documented in the department database.
• Coordinate and request medical transportation; provide information to admissions, bed flow coordinators, and update admission records.
• Serve as a preceptor and assist with training of new staff.
• Answer calls to provide a point of entry into UPMC; meet departmental benchmarks for call handling and transfers.
• Input patient registration information into EPIC/Medipac; maintain timely documentation.
• Maintain awareness of services and capabilities of UPMC facilities to support outreach efforts of the transfer center.
• Escalate issues, bed assignments, and problems as per departmental protocols.
• Use multiple communication methods and stay familiar with internal systems needed for the job.
• Make outbound calls to clarify requests, provide bed assignments, and gather additional details.

Skills

Customer service

Call center

Communication

Typing speed

Medical terminology

EPIC/Medipac knowledge

Education

High School diploma or equivalent

Tools

EPIC/Medipac

Job description

UPMC MedCall is hiring multiple full-time Transfer Center Coordinators. This position is a hybrid position after a 90-day training period. Candidates for this position must be able to work all shifts. Weekends and holidays are required.

Purpose

UPMC MedCall serves as UPMC's advanced physician resource for all aspects of patient transfers, referrals (urgent and non-urgent), and physician consultations. This department serves as the primary contact for referring physicians who are requesting the services of UPMC for continued patient care. This office is a 24-hour operation with various shifts, as well as rotating weekends and holidays. The MedCall department strives to create a consistent base schedule for employees, however in case of emergency or departmental needs, flexibility to work all shifts is required. This team is responsible for facilitating all patient transfers into and within the UPMC Health System by answering phones and initiating referrals and inpatient transfers from physicians and medical professionals. Responsibilities require the Transfer Center Coordinator to multitask, maintain great customer service, and identify and elevate concerns in an efficient manner. The ideal candidate for this position will have proficient computer and typing skills, exceptional phone etiquette and communication skills, and strong organization and prioritization skills. Proficient medical terminology knowledge is strongly preferred, while direct patient care and/or medical training experience is a plus. A working knowledge of EPIC and/or Medipac is also a plus. If you are interested in a fast-paced work environment, multitasking while being exposed to multiple facets of the healthcare industry and being able to directly impact patient care and physician efficiency.

Responsibilities

• Provide and assist physicians with emergent and non-emergent transfers, consults, and other calls received for all facilities. Efficiently and accurately transcribe interactions on calls. All documentation on transfers to be completed and entered in department database timely.
• Request and coordinate all medical transportation, as necessary. Provide initial information to admissions, case managers and bed flow coordinators of incoming patients; update all admission records as necessary.
• Serve as preceptor and assist with training of new staff.
• Answer calls into the UPMC transfer center (MedCall) to provide a point of entry into UPMC: the scope is unlimited (local and worldwide). Responsible for meeting departmental benchmarks related to call handling and transferring.
• All documentation on transfers to be completed and entered in department database timely.
• Maintain an awareness of services and capabilities of UPMC facilities in support of the outreach efforts of the transfer center.
• Appropriate escalation of issues, bed assignments, and problems as determined by departmental protocols.
• Knowledge of multiple communication methods utilized by the department.
• Maintain a familiarity with internal systems available and necessary in the performance of the job.
• Accurate and timely documentation of call information per departmental standards.
• Input patient registration information into EPIC/Medipac.
• Make outbound calls to clarify requests, provide bed assignments, and seek additional details.
• Display attention to detail and the ability to multitask.
• Make appropriate decisions based on the established protocols.
• Exhibit strong interpersonal and communication skills, remaining professional and courteous when dealing with sensitive issues and stressful circumstances.
• Exhibit strong written and verbal communication skills.
• High School diploma or equivalent is required.
• Five (5) years customer service experience or call center experience, OR two (2) years emergency or healthcare call center, OR four (4) years in a healthcare business setting, OR two (2) years of direct patient care experience with EMS or in a role such as a Medical Assistant, LPN or PCT, OR successful completion of an LPN or RN training program.
• Knowledge of medical terminology or medical training preferred.
• Computer literacy/data entry skills.

Licensure, Certifications, and Clearances

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran