NYC Health + Hospitals

About NYC Health + Hospitals

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

This role works independently and supports the Transfer Center Nurse Supervisor and transfer center operations in providing coordination of appropriate patient transfers. In effort to provide complete patient and customer satisfaction, the Transfer Operations Specialist will accurately listen and respond appropriately to requests made by transferring physicians, hospitals and peers. This role will manage multiple phone lines and responsibilities including transfer center logistics for patients being transferred into and out of all NYC H+H facilities. The role will report to the TC nurse supervisor and patient growth leadership.

General tasks and responsibilities will include:

• Demonstrate exemplary customer service to all stakeholders/clients of NYC H+H requesting transfers via telephone and electronic requests through Epic Transfer Center Module.
• Prioritize and problem solve to meet changes in patient needs with regard to admission/transfer/resource availability.
• Coordinate NYC H+H Health transfer requests by supporting routine, urgent, emergent and elective patients to a final destination facility from all potential referral sources via a single call to initiate acceptance and expedite decision making relative to a potential access in support of NYCHHC clients.
• Demonstrate the independent ability to immediately triage and prioritize patient information and communicates an accurate presentation of the patient from referring facilities for accepting physicians and nurses.
• Manage all Behavioral Health transfer requests, handling both Child/Adolescent and Adult Psych transfers within the H+H system. This includes coordinating the transfer from referral sources, initiating acceptance, and facilitating quick decisions regarding available beds.
• Verify that all legal and medical documentation is properly scanned and entered in the system for Adult and Child/Adolescent BH transfers, ensuring compliance with transfer procedures and policies.
• Use Epic tools and secure chat groups to collaborate with facilities and care teams to ensure timely bed assignments and follow-through on transfer protocols for Behavioral Health patients.
• Facilitate patient throughput to a final destination facility with an ongoing focus on quality and efficiency.
• Work directly with staff at each facility to ensure timely access, appropriate bed assignment, and accurate patient information documentation to assist with an appropriate final destination plan of care at receiving facility.
• Communicate with physicians and outlying facilities regarding all patient access, potential bed placements, and assists with coordinating patient movement from one facility to another based on defined protocols and criteria.
• Utilize effective and professional communication between physicians, patient/family, hospital staff, and outside agencies.
• Demonstrate knowledge of regulatory requirements such as EMTALA, NYC H+H ethics and compliance policies, quality initiatives, and HIPAA laws and regulations; monitors self compliance and implements process changes to ensure compliance to such regulations and quality initiatives.
• Adhere to established policy and procedure and standards of care; escalate issues through the established Chain of Command in a timely manner.
• Remote Work Flexibility: Option to work from home during emergencies or special cases.
• Perform other duties as indicated by system leadership.

Minimum Qualifications

1.Master’s degree from an accredited college or university in Public Health, Public Administration, Business Administration, Social Work, Psychology or Rehabilitation Counseling; and one (1) year of full-time experience in medically-oriented health care and medical support systems environment; or

2.Bachelor’s degree from an accredited college or university in disciplines listed in “1” above; and two(2)years of full-time experience in medically-oriented health care and medical support systems environment; or

3.A satisfactory equivalent combination of education, training and/or experience, in which each year of relevant training and/or experience can be substituted for 30 semester credits from an accredited college or university. However, all applicants must at least have a Bachelor’s degree or its educational equivalent.

Department Preferences

• A Baccalaureate Degree in Allied Health, Public Health, Public Administration, Health Services, Business Administration, Social Work, Behavioral Health, Psychology or Rehabilitation Counseling from an accredited college or university
• A satisfactory equivalent combination of training, education and experience will be considered
• Minimum of 5 years’ experience in hospital-based setting, Health Care Nursing Management, Behavioral Health Setting, ED, Intensive Care Unit, ICU, CCU patient care setting with two or more years of supervisory experience in a large and fast-paced environment
• Prior transfer center experience optional
• Unit-based initiatives (optional but preferred)
• Behavioral Health services (preferred)
• Applicant must possess problem solving, analytical, critical thinking, prioritization, negotiation, conflict resolution, and proactive decision-making skills
• Applicant must possess excellent verbal, written, leadership and facilitation skills along with a sound understanding of medical terminology, business principles, operations and process improvement strategies
• Ability to communicate effectively, professionally, and respectfully within a high-functioning team as well as across multiple professional levels including executive leadership, administration, clinical and ancillary staff

How To Apply

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs