Patient Transfer Coordinator

1 week ago

Vancouver, Canada PHSA Full time

**Patient Transfer Coordinator**

BC Emergency Health Services

2955 Virtual Way, Vancouver, BC V5M 4X6

**Job Summary**:
In accordance with the Mission, Vision, Values and strategic direction of BCEHS and PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at BCEHS and PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Interfacility - Emergency Medical Call Taker (I-EMCT) is the first point of contact when health care facilities, health care professionals, physicians and nurses, request emergent, urgent, unscheduled care and/or repatriation of patients between health care facilities. The role gathers critical information from the caller and/or hospital medical teams, uses approved protocols and systems to assess the patient transfer requirements and notifies dispatch to send the most appropriate resource. The information gathered is critical and requires understanding of clinical details that will affect the decisions regarding medical services that a patient requires. The role is high pressure, fast paced and includes coordination of emergency patient transfers in which the patient’s life, limb or organs are imminently threatened with potential negative outcomes. The role shows care, compassion and consideration to health authority staff dealing with highly distressing and emotional circumstances and uses persuasive and negotiating skills when handling calls where the caller is confrontational and uncooperative.

The I-EMCT facilitates conference calls between sending and receiving physicians, accurately documents summaries that include detailed information and interpretation regarding the patient condition, medical terminology, pharmaceutical information and any other details to support the transfer of care, including identifying the need for additional specialized physician support on the call. In addition, the I-EMCT is also required to contact external and internal partners to ensure exceptional service is provided to our patients and community.

**Duties**:
1. Receives and processes all incoming requests from health care professionals, physicians and nurses, for request to transport patients to the appropriate level of care, by confirming information with the caller, inputting detailed medical and non-medical information into a computer, along with any additional information provided by the physician or delegate at a hospital. Follows health authority algorithms, policies and procedures to determine the best course of movement for the patient.

2. Assess all calls as efficiently and accurately as possible using policies and interpretation of triage protocols while ensuring consistency with current guidelines and regulations. Listens for critical patientrequests to ensure coordination to the transport appropriate level of care.Remains familiar with provincial and regional referral pathways and associated protocols.

3. Completes the required electronic records in an accurate and timely manner, documenting all required information and ensuring patient confidentiality is upheld and maintained. Maintains accurate documentation in the patient record and communication between health care providers. Provides accurate and relevant information to appropriate parties such as Critical Care Paramedic Advisor (CCPA), Dispatch, other physicians and access and flow at hospitals.

4. Arranges teleconference calls between the sending and receiving physicians or delegate to facilitate transfer requests. Documents physician teleconference calls into the computerized database. Confirms with receiving health care facility regarding available bed options prior to transfers.

5. Functions as a liaison by contacting patient flow and access teams at different health care facilities and exchanging related information regarding patient transfer requests to confirm bed availability, which can include out of province or country placements. Processes daily patient transfer assignments in order of acuity level, depending on transfer timeframes agreed upon by sending and receiving physicians. Notifying other agencies as required in accordance with established policies and guidelines.

6. Monitors transfer timeframes and engages sending and receiving physicians as well as BCEHS Emergency Physician Online Support (EPOS) and CCPA to ensure that the patient is accepted and a bed is offered within the agreed upon timeframe.

7. Gathers transport care requirements required for the BCEHS dispatcher to assign the most appropriate crew and resource.

8. Adheres to all protocols, procedures and practice guidelines relative to the call receiving function, as provided through ongoing training and continuing dispatch education. Maintain educational requirements of BCEHS. Follow policy and procedure and report any issues to the appropriate supervisor.

9. Achieve daily individual key performance indicators by adh

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