System Director-Transfer Center

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

The System Director-Transfer Center is responsible for driving the transfer center strategy across the health system through collaboration with ministry and hospital leaders, physicians, and key service line stakeholders.  This role establishes a system focused strategy for movement and placement of patients into and out of HSHS ministries through processes that enable volume growth and competitive advantage. Acts as the liaison with referring facilities, clinical staff, and vendors to facilitate clinical quality enhancements and process improvements to ease access to patient care and serves as a strategic growth partner to leadership demonstrating strong sense of ownership of all improvement efforts related to transfer and placement of patients as well as call center operations.

Master’s degree in Nursing or other healthcare related field is required.

Bachelor’s degree in nursing plus five years of experience in transfer center operations may be considered in lieu of a Master’s degree.

7 years demonstrated leadership experience is required.

10 years experience in acute care settings is required.

Clinical experience in critical care and emergency Department experience is preferred.

Previous transfer center, medical call center or triage experience is preferred.

Experience working within a complex muti-hospital health system is preferred.

Experience in building and leveraging key relationships while driving a strategic initiative across the multi-hospital health systems with proven qualitative results is preferred.

Must have experience in healthcare strategy, sales, marketing, or clinical operations.

Must be able to travel up to 20% of the time.

Licensed Registered Nurse (RN) in state of practice is required or obtain license within 60 days of hire date.  Wisconsin: RNs may practice with a valid multi-state RN license as outlined in the Nurse Licensure Compact rules.

Basic Life Support (BLS) is required.

Demonstrated leadership in driving a large scale initiative across multiple key stakeholders; including development and implementation of the strategic direction.

Proven leadership competency in driving alignment with customer needs and expectations, financial outcomes, strategic vision and execution, marketing initiatives, and continuous improvement skills.

Knowledge of relevant metrics used to measure quality and efficiency of care and services in transfer/transport center operations.

Knowledge of governmental regulations, nursing practice regulations, Emergency Medical Treatment and Active Labor Act (EMTALA) and compliance requirements related to the provision of transfer/transport services.

Excellent interpersonal skills with an ability to work effectively with diverse groups of people, including but not limited to Executive leadership, transfer leadership, information technology, telecom, clinical staff, physicians, and external vendors.

High level of strategic acumen, with strong analytical skills, and creative problem-solving abilities.

Advanced practical knowledge of Epic Grand Central workflows and reporting capabilities.

Drives all aspects of the transfer center and call center initiatives as the strategic leader developing, implementing, and tracking progress on key growth strategies into HSHS ministries through the Transfer Center.

Works with facility executive teams, medical and nursing leadership, and the physician and provider outreach team to promote volume growth and competitive advantage through development of differentiating strategies and tactics through Transfer Center operations.

Through knowledge of the market, competitive landscape, and use of transfer center analytics, identifies and communicates potential business opportunities to division, market, and hospital leaders for further growth. Partners with executives to move the needle on these growth opportunities by aligning transfer center operations to meet the customer and patient needs when appropriate.

Analyzes all aspects of transfer processes, key stakeholder input, and customer feedback for potential improvement opportunities within both transfer center operations and hospital operations.

Presents transfer center strategic materials and initiative updates at System, market, and key stakeholder meetings; including to key physician groups, hospital leadership teams, market leadership teams, and other parties as needed.

Creates and manages internal and external relationships to extend the use of the transfer center, and other services that promote standard work and collaborative partnerships.

Identifies and develops recommendations for capacity management and patient throughput as pertains to the intake of transfers or other patient movement into our hospitals

Collaborates with leaders, admitting providers, and referring providers to design processes and workflows that

improve access to care for patients; builds positive and effective relationships with all constituencies across the

health system; enhances the patient experience and identifies and resolves operational performance issues.

Promotes individual professional growth and development by meeting requirements for mandatory/continuing

education and skills competency; supports department-based goals that contribute to the success of the

organization; serves as preceptor, mentor and resource to Transfer Center staff.

Ensures regulatory compliance with Transfer Center operations, including Stark, EMTALA, and any other pertinent to Transfer Center activities.

As part of quality and data reporting, collects, correlates, analyzes and interprets operational, financial and statistical data and informs appropriate site and system management of operational performance of Transfer Center and of potential business opportunities.

Assists with the development of budgets and strategic planning for the Transfer Center. Contributes information and analysis to system and site organizational plans and reviews.

Establishes routine communication and highly matrixed relationships with leaders across each market to ensure concerns are being addressed with Transfer Center.

Maintains consistent effective communication through daily interaction with clinical leaders across the health system.

Maintains professional and technical knowledge and tracks emerging trends and benchmarks in call center operations management.

Plans, organizes, and manages the referral and transfer center in accordance with hospital goals and policies.

Maintains and improves Transfer Center’s operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system process improvement and quality assurance programs and evaluating and implementing upgrades as needed.

Works closely with service lines and care sites to appropriately to build protocols and policies to expedite and prioritize emergent and non-emergent patient transfers.

Leads a team of colleagues in human resource initiatives including but not limited to; performance management; education and development; selection and retention; workforce planning; coaching and counseling; and supporting activities that promote colleague engagement and satisfaction. 

Leads or supports the financial resource functions including but not limited to; managing expenses; preparing, monitoring and executing within limits of the budget; monitors productivity standards; manages the purchasing process and all decisions related to the finances for the area of responsibility. 

Leads or supports change and process improvement initiatives including but not limited to; strives for standard, efficient and value-added processes; communicates a clear vision; influences and motivates others; and develops strong relationships with key stakeholders. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Leadership

Standing

X

Walking

X

Sitting

X

Lifting

X

20 lbs.

Carrying

X

20 lbs.

Pushing

X

20 lbs.

Pulling

X

20 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Other

X