Hospital Coordinator

Description

ROLE SUMMARY

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

Essential Duties and 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

REQUIRED 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