Because we all have a role
in making care exceptional

**Applicants must reside near Beachwood, Ohio

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.     

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Hospital Transfer Coordinator, fulfilling this goal starts in the office, where you will facilitate the transfer of patients from internal and external facilities into the Cleveland Clinic Health System. You will work collaboratively with fellow staff to optimize patient placement to maximize enterprise capacity. Ultimately, these efforts help enhance the Cleveland Clinic experience and the ability of caregivers to create a healing, welcoming and supportive hospital environment. 

A caregiver in this position works remotely from 2:00PM – 10:30PM (after initial on-site training), with every other weekend and holiday requirements. 

A caregiver who excels in this role will:  

• Serve as the initial point of contact from external and internal providers and obtain the necessary information to initiate patient transfers into the Cleveland Clinic Health System. 

• Receive transfer requests from physicians, mid-level providers or representatives from internal and external facilities (e.g., demographic, insurance and clinical data). 

• Coordinate referrals to appropriate medical service as needed for referred patient. 

• Connect referring parties with accepting Cleveland Clinic provider to determine appropriateness of transfer. 

• Perform follow up communication with Financial Counselors, Case Managers and nursing staff to help expedite transfers to the Cleveland Clinic Health system facility. 

• Collaborate with Patient Flow Coordinators and Access RNs to determine availability of appropriate bed. 

• Coordinate with ambulance providers to provide transportation within the Cleveland Clinic Health System. 

• Actively participate in the maintenance of 24/7 daily systems to maximize patient flow and optimize bed capacity across the enterprise. 

• Support centralized communications between referring and accepting provider services (e.g., preparing for and leading bed meetings, ensuring accuracy of electronic patient placement systems data, providing backup for patient placement discussions and decisions across the enterprise). 

• Implement HIPPA privacy regulations and Patient Bill of Rights and act as a resource for others in the organization. 

• Oversee emergency and electronic back-up methods and procedures to support patient flow. 

• Meet regularly with Transfer Center team members to discuss, problem-solve, and develop mitigation strategies related to improvement of patient flow. 

• Actively engage in daily implementation of strategic goals as they relate to capacity management, patient flow and department development. 

• Interpret and support policies, procedures and safety standards to facilitate daily operations. 

Minimum qualifications for the ideal future caregiver include:  

• Associate’s Degree and a strong clinical background with at least one year of relevant clinical experience as a Clinical Technician, EMT-B, Medical Assistant, LPN or RN OR High School Diploma/GED and two years of experience 

• Knowledge of medical terminology 

• Working knowledge of computerized hospital admission/bed management systems 

• Strong customer service skills 

• Advanced knowledge of medical terminology and hospital throughput 

Preferred qualifications for the ideal future caregiver include: 

• Bachelor’s Degree 

• EMT-B, EMT-P or LPN Certifications 

• Previous experience in a hospital admission or patient flow setting 

• Typing speed of 35 WPM 

Physical Requirements:

• Requires sitting for long periods of time, multitasking, manual dexterity to operate computers and normal or corrected vision.
• Requires working under stressful and emergency situations with the ability to maintain composure in any situation in order to provide superior customer service and ensure proper patient safety and placement.
• Must be able to perform multiple functions simultaneously without supervision and learn new practices promptly.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

  Responsibilities:

• Serves as the initial point of contact from external and internal providers and obtains the necessary information to initiate patient transfers into the Cleveland Clinic Health System.
• Receives transfer request from physicians, mid-level providers or representatives from internal and external facilities. Information gathered includes demographic, insurance and clinical data. The Hospital Transfer Coordinator will be responsible for accurate quick registration.
• Coordinates referrals to appropriate medical service as needed for referred patient.
• Connects referring parties with accepting Cleveland Clinic provider to determine appropriateness of transfer.
• Performs follow up communication with financial counselors, physicians, case managers and nurses to help expedite transfers to the Cleveland Clinic Health system facility.
• Collaborates with Patient Flow Coordinators and Access RN’s to determine availability of appropriate bed.
• Coordinate with ambulance providers to provide transportation within the Cleveland Clinic Health System
• Demonstrate knowledge of hospital, departmental, and health systems policies and procedures.
• Assist with new and current initiatives within the admission and transfer center.
• Actively participates in the maintenance of 24/7 daily systems to maximize patient flow and optimize bed capacity across the enterprise.
• Supports centralized communications between referring and accepting provider services.
• This includes, but is not limited to, preparing for and leading bed meetings, monitoring, interacting with, and ensuring accuracy of electronic patient placement systems data, providing backup for patient placement discussions and decisions across the enterprise.
• Implements HIPPA privacy regulations and Patient Bill of Rights and act as a resource for others in the organization.
• Oversees emergency and electronic back-up methods and procedures to support patient flow.
• Provides feedback to the supervisors related to process delays.
• Meets regularly with Transfer Center team members to discuss, problem-solve, and develop mitigation strategies related to improvement of patient flow.
• Actively engages in daily implementation of strategic goals as they relate to capacity management, patient flow and department development.
• Interprets and supports policies, procedures and safety standards to facilitate daily operations.
• Develops and promotes long term relationships with referring facilities.
• Other duties as assigned.

Education:

• High School Diploma or equivalent required.
• Knowledge of medical terminology required.

Certifications:

• None required. EMT-B, EMT-P, LPN preferred.

Complexity of Work:

• Excellent communication and organizational skills are essential in order to successfully communicate with a diverse population and workforce.
• Ability to handle multiple tasks.
• Demonstrated independent thinking and problem-solving skills.

Work Experience:

• Minimum 2 years extensive customer service/health care experience such as patient registration, appointment scheduling or other related experience required.
• One year of relevant clinical experience as a Clinical Technician, EMT-P, LPN or RN preferred.
• Previous experience in a hospital admission or patient flow setting highly preferred.
• Strong customer service skills a must.
• Working knowledge of computerized hospital admission/bed management system or other related office functions.
• Computer experience in Microsoft Word, Excel and EPIC preferred.
• Minimum typing speed of 35 WPM preferred.

Physical Requirements:

• Requires sitting for long periods of time, multitasking, manual dexterity to operate computers and normal or corrected vision.
• Requires working under stressful and emergency situations with the ability to maintain composure in any situation in order to provide superior customer service and ensure proper patient safety and placement.
• Must be able to perform multiple functions simultaneously without supervision and learn new practices promptly.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.