Transport dispatch coordinator

Job Requirements

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.

• 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).
• Determines the appropriate level of patient transportation (ALS, BLS, or SCT) by applying the MIEMMS protocols and the inter-hospital transfer resource manual to clinical scenarios.
• Brokers transportation to appropriate vendors utilizing software/ computer aided dispatch (CAD).
• Collaborates with clinical and transportation partners to ensure efficient and optimal use of transportation resources through UMMS.
• Solves patient transportation concerns in real time to ensure timely transport with a continual focus on quality and safe patient care.
• Maintains electronic documentation related to UMAC operations. Ensures all UMAC documentation is complete with emphasis on 100% accuracy, clarity and completeness within appropriate timeframe.
• Serve as a resource within UMAC and UMMS for patient transportation related matters.
• Maintains the University of Maryland Access Center work area in a neat and clean fashion. Ensures that all equipment is in operating condition.
• Assists in the training of newly assigned personnel.
• 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.
• 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.
• Cross-train to the UMAC transfer coordinator role and be able to proficiently fulfill the requirements of the transfer coordinator position.

Work Experience

Education and Experience

Minimum Qualifications

• Emergency Medical Technician- Basic license issued by the Maryland Institute for Emergency Medical Services
• 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 UMAC Director of Nursing.