Regional Telephonic Medicine Center Support Agent

1 month ago


Hillsboro, United States Kaiser Permanente Full time
Job Summary:
This position is part of the OFN Technical bargaining unit and serves as the primary coordinator for patient transfers, bed placement, ambulance ordering, and hospital coordination. The ideal candidate will manage or triage all incoming calls to the Regional Telephonic Medicine Center (RTMC) according to established protocols. They will support clinical staff at the RTMC within their protocols and scope of practice, including work associated with the Virtual Hospital and Mobile Health Partnership program.

Key Responsibilities:

  1. Answer all incoming calls to the RTMC, perform intake and triage information, and direct calls to the appropriate resources, including RTMC MD, Virtual Hospitalist Case Managers, and Mobile Health Partners program.
  2. Coordinate all ED transfers, inpatient bed placement, and ambulance transport, interfacing with Hospital HAS, PFC, bed board, and Physicians to assess hospital capacity and ability to accept patients.
  3. Coordinate and track all patient ED visits and internalize appropriate repatriations under current protocols (Premanage, HOSCAP, etc.).
  4. Participate in internal quality assurances, insurance verification, chart reviews, and data entry.
  5. Maintain in-depth knowledge of departmental policies and procedures, as well as key hospital operations and emergency transport resources (such as Rotor wing, fixed wing, Critical Care Teams). Stay aware of community services and capacity of outside medical and hospital systems.
  6. Assist with other RTMC duties as needed.
Basic Qualifications:
Experience

  1. Minimum of two (2) years of experience working as an EMT or Paramedic.
Education

  1. N/A
License, Certification, Registration

  1. N/A
Additional Requirements:

  1. Oregon, Washington, or National certification as an EMT - Intermediate or EMT - Paramedic in the state where assigned is required upon hire/transfer. Five (5) years of experience as an Intermediate or EMT may substitute for active certification. Experience within the last year as a KPNW RTMC Support Agent may substitute for required certification. Post-hire into the Support Agent Position, maintenance of the EMT Certification is optional.
  2. Excellent interpersonal and oral and written communication skills.
  3. Excellent multi-tasking ability.
  4. Effective in conflict resolution and team building.
Preferred Qualifications:

  1. Minimum two (2) years of experience working at Kaiser Permanente.
  2. Proficient in MS office programs, to include Word, Excel, and Access.
  3. Dispatch experience

Notes:

Variable days of week, holidays, and weekends

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