Supervisor, Comm Center - Guthrie Pulse Center - Full Time - The Guthrie Clinic

Overview

Position Summary: 

Provide supervision and coordination of medical communication between Robert Packer Hospital, Guthrie physicians, EMS ambulances and helicopters, referring and receiving facilities and other health‐care related agencies.  Provide observation and monitoring of electronic safety, security and alarm systems for Guthrie’s Sayre Campus and any Guthrie entity as requested. 

Education, License & Cert: 

High School diploma or GED required. Certified Emergency Medical Technician (EMT) or Emergency Medical Dispatcher (EMD) strongly preferred.

 Experience: 

Prior experience in monitoring safety and security electronic operations a plus.  Prior multi‐functional dispatching experience mandatory.  Physiological Emergency Assistance Training

 Essential Functions: 

1. Participates in the management of personnel.

a. Serves as a professional role model and resource to staff by maintaining knowledge and expertise in the area. 

b. Promotes communication among staff members during each shift to achieve continuity of patient care. 

c. Assists the department manager with implementing appropriate review systems for competency‐based appraisals of staff. 

d. Provides positive recognition, constructive feedback, and coaching to staff in a timely manner. 

e. Identifies departmental issues and makes recommendations to the department manager regarding resolution. 

f. Resolves staff, departmental, and interdepartmental issues with collaboration of the department manager. 

g. Creates and adjusts the monthly work schedules of all department employees. 

h. Educates and trains new employees on all job responsibilities and processes, and role models new initiatives and practices. 

2. Participates and leads process/performance improvement activities. 

a. Maintains collaborative relationships with all members of the health care team to maximize transfer efficiency, care, and patient outcomes. 

b. Identifies, recommends, and initiates/leads new quality improvement activities within the department. 

c. Participates in hospital‐wide quality improvement processes/activities. 

d. Attends internal and external educational programs as required. 

e. Attends administrative meetings and works with staff to design and implement new procedures within the department. 

3. Serves as the referral center for incoming and outgoing patients. 

a. Coordinates communication between referring physicians, facilities, and agencies with the appropriate Guthrie physician, department, or individual. 

b. Coordinates and arranges emergent and non‐emergent patient transfer to and from Robert Packer Hospital and between other Guthrie entities.  Assists other facilities or agencies with arrangement of patient transfer as needed. 

c. Monitors, receives and coordinates communication between in‐bound ambulances and helicopters, takes EMS report or connects to Medical Command or Emergency Department RN as appropriate. 

4. Provides monitoring of the following Guthrie Sayre Campus, Lifesafety, and Security Systems: 

a. Fire alarm panels ‐ Be able to communicate with both security officers on duty and Bradford County. b. Panic Alarm Systems ‐ Dispatches security officers to area requiring assistance. Coordinate outside assistance if needed. c. CCTV Systems‐ Monitors the closed circuit TV systems. Monitors for unusual or suspicious activity. Notifies Security or appropriate agency when an unusual event is observed. d. Refrigerator and Freezer Alarms ‐ Monitors and responds to temperature alarms on vaccine refrigerators and freezers at all Guthrie Clinic locations. e. Gas Alarms ‐ Monitors Robert Packer Hospital gas alarm status, and sends out total alert to all hospital staff members if needed. f. Receives other alarms or requests for services and handles appropriately. 5. Completes, compiles and assures accuracy of essential data in various Communications Center and Transfer Center documentation methods, forms and databases. a. Requests voice tapes of the recorded Communication Center line as needed. 

b. Oversees and edits the Communication Center’s Referral Database. 

6. Analyzes and distributes regular reports on a weekly or monthly basis to the following individuals or teams: 

a. Robert Packer Hospital Senior Operations Team.

b. Physician Chiefs of the Hospitalist, Cardiology, Critical Care, and Surgery Service Lines. 

c. Surgery Department. 

d. Emergency Department Chief Physician‐ monthly EMS audit. 

7. Serves as the point of contact for pre‐hospital communications during mass casualty disasters and hospital emergencies. 

a. Assists in placing emergency calls for both internal and external customers as requested or appropriate. 

b. Activates the hospital Command Center through the ezNotify system. 

c. Coordinates communication between area ambulances, helicopters, RPH and other facilities in collaboration with the Emergency Operations Center. 

d. Submits any major hospital problems, emergencies, or disasters to Pennsylvania State’s Knowledge Center situational awareness system. 

8. Provides coordination of communication, answering services, alarm monitoring, and informational reports for the following groups and organizations: 

a. RPH Security phones calls and dispatching of security officers as needed. 

b. Dispatching of internal transporters when needed. c. Med Supply Depot. d. Requests for the Regional CISM Team and makes notification through Bradford County EOC e. Requests for Guthrie Air. Refers calls or request information to Air Methods Communications Center, LifeComm, as appropriate. 

9. Other functions 

a. Represents the organization in a professional, courteous manner to patients, families, co‐workers, and other health team members, while being sensitive how verbal and non‐verbal communication is perceived.  Maintains confidentiality in compliance with HIPPA at all times. 

b. Prioritizes and expedites all Communication Center’s calls in an appropriate and timely manner.

 c. Collects transportation vouchers as needed and forwards them to the Patient Business Office on a monthly basis. 

d. Provides information from Material Safety Data Sheets (MSDS) as requested. 

e. Maintains and dispenses keys for the Patterson Education Building’s apartments and on‐call rooms as needed. 

f. Contacts MHMR (Mental Health), Coroner, and local police agencies for the Emergency Department and hospital personnel.

 g. Assists hospital personnel, community agencies and patient family members by providing directions and maps for travel to and from RPH. h. Identifies customer requirements and continually strives to conform to requirements 100% of the time. 

Other Duties: 1. Other duties as assigned.

Pay range min $19.12/hr max $29.85/hr