Transfer Administrator, Medical Communication Centre

Position Type : Permanent

• Closing date :
• Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth / 811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls. The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.
• NATURE AND SCOPE : The Transfer Administrator serves as the first contact for the Medical Communication Centre in nonemergency incoming calls. The Transfer Administrator communicates effectively and provides pertinent information to various staff, facilities and agencies in relation to patient transfer services This person must possess the innate ability to perform several tasks at one time. The Transfer Administrator reports directly to the Patient Flow Supervisor but indirectly to the MCC Lead or designate for that particular shift. The Transfer Administrator will take direction from and act in conjunction with all levels of Operations leadership. In a capacity covering a broad range of duties and responsibilities, the Transfer Administrator will be able to contribute to the overall operational status of the Communication Centre while meeting or exceeding customer expectations during assigned shifts. The Transfer Administrator assists with the effective, indirect delivery of patient care by following accepted non-emergency call taking procedures and protocols. As an employee of EMC we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient, provider and public safety and a safe workplace. DUTIES AND RESPONSIBILITIES : The position entails, but is not limited to the following :
• Maintains high standards for health, safety, welfare, professionalism and ethical behavior.
• Adheres to all policies and procedures of agencies, institutional and regulatory bodies which areapproved and / or adopted by the Centre.
• Maintains a positive attitude, is self-motivated and attains a high standard of performance.
• Responsible to fulfill various roles required during the shift, and as directed by Patient Flow and MCCleadership or designates, including but not limited to : ➢ Non-Emergency Call-Taker / Administrator➢ Record Keeping➢ Transfer Co-ordination➢ Hospital Liaison➢ Data entry
• Responsible to fulfill various housekeeping duties in the Centre.
• Responsible to ensure the timely and accurate completion of required paperwork, reports and service inquiries.
• Supports, interprets and complies with the philosophies, policies and SOPs of the Centre.
• Demonstrates technical efficiency and knowledge of all Communication Centre equipment.
• Receives and processes requests for non-urgent transport, using proper telecommunications techniques and in compliance with Service standards
• Reviews, deploys, and monitors non-urgent transport requests, using proper telecommunications techniques and in compliance with Service standards.
• Advocates and practices excellent customer service.
• Work hours will consist of rotational shift work, days and nights. QUALIFICATIONS REQUIRED : Education :
• Minimum Grade 12 and one-year business or medical terminology college course, or an equivalent combination of education and experience.Experience :
• Must have working knowledge of window-based computer applications and operating systems and the ability to accurately type 25 word per minute.
• Experience in a call center environment or a clinical / medical / hospital environment an asset.Knowledge & Skills :
• Experience within a high-performance Communications Centre, possession of a Standard First Aid / CPR certificate and knowledge of medical terminology is an asset.
• EMD Certification an asset.
• Demonstrates excellent organizational and time management skills to adequately prioritize workload.
• Ability to multi-task, work well under pressure, often under strict time deadlines.
• The incumbent must demonstrate self-direction, good judgment and decision-making skills to prioritize incoming work.
• Demonstrate ability to work well with others towards a common goal
• Demonstrates effective listening skills and the ability to follow instructions.
• Excellent communication and customer service skills.
• Preference may be given to candidates who are bilingual. PHYSICAL REQUIREMENTS : The employee will spend various periods of sitting, standing, walking, crouching, lifting, and / or carrying light objects. Required to maintain one position for possible long periods of time, such as sitting at a desk setting. Employee will be reading data or inputting data, operating a word processor, computer, calculator, and talking on the telephone. Use and exposure to general office equipment such as fax, photocopier, printer, and personal computer. Exposure to low to moderate noise levels.
• Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and / or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.