Support Services Specialist - Admission and Transfer Center (ATC) 100% Nights

University of Iowa Health Care is seeking a Support Services Specialist to perform specific tasks to assist members of the Nursing team in providing patient care under the direct supervision of the Nurse Manager. 

About the University of Iowa Health Care Admission and Transfer Center:

The Admission and Transfer Center (ATC) operates the high-volume patient admit and transfer center, facilitating patient access to UI Health Care inpatient services through telephone and electronic based communication. The ATC serves as a contact center for internal providers as well as external referring providers and serves over 20 departments across University of Iowa Health Care.

The Support Services Specialist position will perform work within the Admission and Transfer Center. This position responds efficiently and effectively to healthcare professionals, university staff members, insurance companies and the public via multi-line phones and various electronic means in a busy call center. This position provides a positive first impression to referring providers, offering one call resolution when within scope.

The Support Services Specialist will provide admission and transfer support for all inpatient care needs, and problem solve issues that arise. This position will also follow the appropriate workflows to confirm the patient is recommended for admission by the accepting provider, and is socially, and financially screened when appropriate prior to their transfer or admission. When a request is outside of employee's scope, this person will use problem solving skills to connect the caller with appropriate staff and/or services. They will develop and maintain knowledge of the full range of UI faculty, staff, and services offered by University of Iowa Health Care. They will ensure all events are documented in the patient's electronic medical record, as required by departmental policy. Assist in the gathering of information, updating and maintaining the departments' database for the Admission and Transfer Center.

Position Responsibilities:

• Answer incoming calls on advertised 800 lines for UI Healthcare.
• Place outbound calls to facilitate patient admission and transfers
• Bridge callers together, often between referring and accepting providers, and monitor or track information exchanged during these calls.
• Respond to electronic requests by providing information requested or handing off to appropriate staff member.
• Ensure that all events, as required, are documented, and recorded using call documentation software.
• Completes bed planning functions as part of the admit and transfer process.
• Receives or reviews visit specific information and provides follow up if inaccurate to assure correct information is listed.
• Maintains interpersonal relationships and communications with customers that exemplifies the highest level of guest relations with an unfailing courteous and helpful approach without regard to the caller's manner.
• Maintains knowledge of unit specific patient populations and can think independently about the appropriate unit patients should be assigned to.
• Serves as an intermediary between external and internal health care providers, nursing personnel, front line staff, and other stakeholders.
• Serves as a liaison between referring physicians and UI faculty by providing a link back to referring physicians.
• Uses judgement and decision-making skills to makes appropriate decisions based on the problem presented and facilitates a reconciliation of customer expectations with internal systems design and function; utilizes ATC protocols and call handling guidelines to determine when to involve a clinician on a call due to urgent or emergent symptomatology.
• Monitors work volumes appropriately to assure that appropriate individuals are notified, information is communicated, and resources are arranged in a timely manner.
• Assist with special projects as assigned by supervisor.
• Maximizes the available time and resources of both the customer and UIHC faculty/staff, coordinates requests for patients with complex health needs requiring urgent transfer including requests for AirCare or transfer by ambulance.
• Represents the interests of the University and of unit leadership in the use of resources to meet service and productivity demands within unit goals and budgets, strives to promote continual process and quality improvement.
• Maintains competency in age-appropriate communications skills for the following age groups: Adolescent 12 - 18 years; Adult 19 - 64 years; Geriatric 65
• May perform other duties as assigned.