Transport Dispatch Coordinator

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

**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.

Education and Experience

Minimum Qualifications
•    Emergency Medical Technician- Basic license issued by the Maryland Institute for Emergency Medical Services OR Emergency Medical Dispatcher
•    High school diploma or GED
•    3 or more years of experience in a high volume, high acuity emergency medical services system 
•    Active and valid American Heart Association (AHA) certification-Basic Life Support (BLS) or equivalent*
•    Working knowledge/familiarity with dispatch related functions and software such as Computer Aided Dispatch and Flight Following

Preferred Experience
•    2 years of experience in critical care high volume interfacility transport dispatch center
•    Communication specific certifications such as: Emergency Medical Dispatcher or Certified Communicator Course, International Association of Medical Transport Communication Specialist

Upon Hire
•    All dispatchers must successfully complete a certified communicator course, or equivalent* as outlined by the Commission on accreditation of Medical Transport Systems within 12 months of hire

*Equivalent course work determination will be made by Director of Nursing

Knowledge, Skills and Abilities
1.    Demonstrated effectiveness in supervision and management of resources associated with inter-hospital transfers.
2.    Demonstrated knowledge of organizational, management, administrative and operational principles and practices, including budgeting, financial management, and relevant regulations.
3.    Highly effective verbal and written communications skills are necessary to work with medical staff, researchers, other administration, senior management, hospital and program personnel, patients and the community.
4.    Ability to demonstrate knowledge and skills necessary to provide care appropriate to the patient population(s) served.  Ability to demonstrate knowledge of the principles of growth and development over the life span and ability to assess data reflective of the patient’s requirements relative to his or her population-specific and age specific needs.

Patient Safety

Ensures patient safety in the performance of job functions and through participation in system, hospital, department or unit patient safety initiatives.

1.    Takes action to correct observed risks to patient safety.
2.    Reports adverse events and near misses to appropriate management authority.
3.    Identifies possible risks in processes, procedures, devices and communicates the same to those in charge.

All your information will be kept confidential according to EEO guidelines.