Transfer Center Liaison - Military Veterans

This position reports to the Transfer Center Director to provide administrative support for the management of daily operational workflow and facilitation of transfers. This position serves as a primary point of contact for KMC Transfer Center. Answers, screens, and directs telephone calls, emails, and other web-based communications related to interfacility transfer requests. Organizes and maintains the transfer center email and voicemail inboxes. Completes basic transfer request intake and hands off cases appropriately to the assigned Transfer Center Nurse and financial counselor. Follows up on pending and outstanding transfer request cases, including but not limited to requesting updates in patient status, obtaining up to date medical records, facilitating completion of transfer back agreements, and closing cases and other follow-ups as directed by Transfer Center Nurse or Director. In addition, this role provides direct administrative support to the Transfer Center Director. This role includes scheduling meetings, organizing the day, minute taking, timekeeping and schedule building. and other duties as assigned.

The Transfer Center Liaison serves as primary point of contact for KMC Transfer Center. Answers, screens, and directs telephone calls, emails, and other web-based communications related to interfacility transfer requests. Organizes and maintains the transfer center email and voicemail inboxes. Completes basic transfer request intake and hands off cases appropriately to the assigned Transfer Center Nurse. Manages receipt, documentation, and organization of received medical records. Follows up on pending and outstanding transfer request cases, including but not limited to: requesting updates in patient status, obtaining up to date medical records, facilitating completion of transfer back agreements, and closing cases and other follow-ups as directed by Transfer Center Nurse or Director. Assists with requesting and obtaining bed assignment information from Capacity Management team and communication of bed information to referring facility as directed. Communicates timely status updates with referring facilities and documents case closure as directed. Completes daily shift handoff reports and assists in completion of daily Transfer Center operational reports.

Essential Duties:

• 1. Answers, screens, and directs telephone calls related to interfacility transfer requests using KNOWN standards. Transfers/escalates telephone calls to the appropriate Transfer Center RN when needed.
• 2. Provide administrative support to Transfer Center Leadership • Calendar Management • Meeting agendas and minutes • Manage messages and correspondences • Ordering of supplies • Complies and disseminates transfer reports to key stakeholders
• 3. Reconcile labor hours with Timekeeping application (e.g. Kronos) – weekly • Reviews Kronos for missed meals, unauthorized overtime/double time, and tardiness • Provides biweekly report on employee trends
• 4. Maintains of sick call logs and notifies Leadership of trends.
• 5. Open/Balance/Post Transfer Center schedule according to published schedule grid.
• 6. Facilitate staffing huddles. Arrive to huddle with information prepared.
• 7. Keeps track of supply orders, ensuring that all orders stay within the monthly budget. Orders supplies, including replacement of computers/monitors/headsets.
• 8. Answers, screens, and directs telephone calls related to interfacility transfer requests using KNOWN standards. Transfers telephone calls to the appropriate Transfer Center RN when needed.
• 9. Organizes and maintains the transfer center email by relabeling messages, responding to confirm receipt, and escalating urgent/priority messages to the appropriate Transfer Center RN or leader when necessary.
• 10. Listens to and transcribes voicemails and escalates to the appropriate Transfer Center RN
• 11. Completes basic transfer request intake documentation on new referrals and hands off cases appropriately to the assigned Transfer Center Nurse and financial counselor
• 12. Follows up on pending and outstanding transfer request cases, including but not limited to: requesting updates in patient status, obtaining up to date medical records, facilitating completion of transfer back agreements, and closing cases and other follow-ups as directed by Transfer Center Nurse or Leadership.
• 13. Documents all case progress in Transfer Center platform, including but not limited to: details of referral intake, conversations with any person involved in the transfer case, voicemails and emails received and sent, timestamps of document and decision, and transportation plans and ETAs.
• 14. Communicates timely status updates with referring facilities and documents case closure as directed by Transfer Center Nurse or Director.
• 15. Completes daily Transfer Center operational reports
• 16. Demonstrates effective problem-solving skills and ability to work with minimal supervision
• 17. Ensures patient’s rights to privacy, safety and confidentiality are maintained, in accordance with HIPPA regulations.
• 18. Assures that the department and adjoining areas are neat and clean and survey ready.
• 19. Performs other related duties as assigned or requested.

Required Qualifications:

• Req Associate's degree Associates’ degree in healthcare, business or operations field OR
• Req Bachelor's degree Bachelors’ degree in healthcare, business, or operations fiel
• Req 3 years of previous administrative assistant experience, preferably in a health care facility.
• Req Proficiency in Microsoft Office software systems required.
• Req Typing 45-55 words per minute.
• Req Proficiency with computer terminal operation required.
• Req Ability to communicate clearly, concisely, and accurately with people.
• Req Excellent organizational skills.
• Req Excellent ability to manage multiple priorities within a changing environment.

Preferred Qualifications:

• Pref Specialized/technical training Vocational certificates in healthcare preferred: appoint scheduling, registration, insurance verification, medical assistant preferred.
• Combined education/experience may substitute for minimum education
• Pref Proficiency in Kronos
• Pref Medical terminology knowledge.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The hourly rate range for this position is $22.00 - $34.18. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.                                                  

USC is a smoke-free environment

USC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying. 

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.