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
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
Skills Required
- 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
What We Do
Priority OnDemand provides innovative healthcare solutions, including EMS-powered in-home and virtual care, medical transportation, and logistics services, aiming to make high-quality care available anywhere.
