EMS Transport Coordinator Part time-(3264282) - Partners Healthcare System

About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Summary/ Overview:

Under the general supervision of the MGB EMS Manager, the Transport Coordinator works in the MGB Capacity Command Center to coordinate emergent and non-emergent medical transportation requests to and from MGB facilities. Works closely with bed managers, case managers, clinical staff, hospital administrators and transportation vendors. Provides the coordination and central communication of the systems outbound medical transportation operations. Has the responsibility and accountability for improving the timeliness and efficiency of outbound medical transportation and the satisfaction of internal and external customers. Understands and applies knowledge of appropriate mode of medical transportation, anticipates and navigates patient throughput bottlenecks, identifies medical transportation vendor capabilities, and matches appropriate resources to patient needs. Understands and implements appropriate transportation policies and procedures. Appropriately triages and prioritizes transportation queue and coordinates health system ambulance resources in collaboration with appropriate stakeholders. Serves as central resource for escalation of care. Maintains real-time situational awareness of system status. Communicates regularly with MGB Capacity Case Managers. Must remain focused and calm in the face of multiple competing priorities, and maintain professionalism while carrying out all duties, including interactions with internal resources and external transportation vendors. Must be capable, collaborative, and committed to patient centered care. Must be able to communicate effectively and thrive in a fast-paced professional environment with high degree of responsibility.

Principal Duties and Responsibilities:

1.Facilitates patient throughput. Maintains situational awareness of system status including inpatient and ED census. Familiar with all medical transport contracts, agreements, and quality metrics including all policies and procedures related to transportation of adult and pediatric patients. Works collaboratively with all MGB sites and transportation vendors. Collaborates and communicates with command center and institutional capacity leadership to understand real time system needs. Increases bed capacity by identifying barriers in the discharge process and collaborates with the management team in resolution of these issues. Responds promptly to requests for change in patient transportation needs. Communicates transportation plans and resource allocation according to established workflows.

2.Maintains customer service. Uses strong interpersonal skills to establish and maintain effective relationships with capacity management teams, inpatient and emergency department leadership and clinical staff, and internal and external ambulance services and staff. Communicates clearly and concisely, creating an experience that exemplifies caring, understanding, efficiency, and quality of service. Incorporates stakeholder input into decision algorithm to maximize patient throughput and communicates back to stakeholders. Follows departmental guidelines to identify suboptimal service and initiates service recovery. Appropriately escalates care concerns to command center or ambulance service leadership. Identify and communicate professionally with all relevant stakeholders. Supports organizational and departmental goals.

3.Allocates resources. Properly identifies appropriate patient transportation needs based on clinical information. Identifies opportunities to match patients with the most appropriate means of transportation. Ensures patient safety while considering throughput needs and system financial priorities. Communicates effectively with Command Center staff and EMS resources to maximize operational efficiency. Documents and maintains real-time information on patient transport volumes and resource allocation.

4.Manages resources. Maintains strong knowledge of Epic as well as EMS dispatch applications including electronic ambulance ordering platform, command center dashboards, and EMS service CAD systems. Maintains strong knowledge of New England geography as well as facility and patient population designations. Strong ability to multitask and integrate information in with working knowledge. Must be able to multitask, interpret and integrate dynamic information and problem solve as needed. Participates in system status management and facilitates patient transport triage based on available resources and system needs. Maintains concise and accurate records for patient care, process improvement, program development and other departmental goals.

5.Coordinates resources. Responsible for directing MGB transportation resources safely and efficiently using critical decision-making skills integrated with available data. Triages ambulance resource requests, prioritizes requests as appropriate. Works with multidisciplinary teams to coordinate complex patient transports and long-distance repatriations. Works closely internal and external agency supervisors and leadership staff to ensure a coordinated approach to system resource level loading and patient prioritization.

6.Supports organizational goals. Participates in workgroups, supports team building and communicates with departmental partners. Attends staff meetings, in-services and completes necessary training. Engages in regular system-level and local capacity coordination huddles and meetings.

Qualifications:

•Education: High school or equivalent required, associate’s degree or higher preferred.

•Experience: At least 3 years’ experience in EMS required. Field experience preferred. Dispatch experience preferred.

•Certifications: Active EMT or higher. International Academy of Emergency Medical Dispatch Certification preferred.

•Must work well independently, and have sound decision-making skils.

•Continually updates clinical knowledge and skills through formal and informal education and review of the current literature.

•Must be comfortable with basic computer systems and reporting. Experience with a variety of applications including Epic and EMS CAD systems preferred.

The information contained in this job description is intended to describe the essential job

functions required of those assigned to this job. It is not intended to be an exhaustive list of all

responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note

that management retains the right to assign or reassign duties and responsibilities to this job

at any time. The ability to competently perform all the essential duties of the position, with or

without reasonable accommodation, demonstrated commitment to effective customer service

delivery, integrity, and the ability to work productively as a member of a team or work group

are basic requirements of all positions at Mass General Brigham.

Skills/Abilities/Competencies:

•Quality. Creates high-quality work products appropriate for audiences consisting of MGB and hospital-based senior leadership and/or external clients. Demonstrates exceptional organizational skills and attention to detail.

·Ability to manage resources, direct responses, and triage priorities in a highly dynamic operational environment.

•Integrity. Demonstrates reliability and impeccable integrity, with focus on accomplishment of departmental and institutional goals in alignment with our mission.

•Diplomacy. Ability to manage and navigate sensitive inter-departmental and inter-organizational politics.

·Ability to implement, support, and effectively monitor change.

•Problem-Solving. Demonstrates exceptional critical thinking and problem-solving skills, in both a technical and interpersonal capacity.

•Communication. Possesses excellent written and verbal communication skills. Demonstrates an ability to communicate and present work appropriately to diverse audiences.

·Ability to collaborate with all layers of the leadership, administrative, and clinical teams within the MGB system and all external vendors.

·Excellent prioritization and communication skills. Excellent critical thinking and conflict resolution skills.

•Judgment. Demonstrates sound judgment and decision-making capabilities; knows when and to whom to escalate problems as needed.

·Demonstrated ability to manage multiple priorities and assess and triage clinical critical patient needs.

•Technical. Proficient in the Microsoft Office Suite, including Excel, Word, PowerPoint, Visio, etc.

·Comfort in a variety of digital applications including Epic, Microsoft Office, computer aided dispatch platforms, PowerBI, and other commonly used digital systems.

Supervisory Responsibilities:

•No supervisory responsibilities: May indirectly provide leadership and guidance to less seasoned and new staff.

Working Conditions:

•General Business/Healthcare Office and clinical treatment areas.

•The MGB Transportation Coordinator will work in the MGB Capacity Center in the Assembly Row Building. This role is on-site.

•This role is office-based; no provision of clinical care to patients.

•The MGB Transportation Coordinator (as an entity) is a 7-day per week role.

•While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

•The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.

Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.