Rapid Access Coord I

Covenant Health•Knoxville, TN

About The Position

The Rapid Access Coordinator is the primary contact for referring physicians and facilities requesting continued or higher-level patient care through Covenant Health. The role collects clinical and demographic information and coordinates patient transfers and direct admissions to Covenant Health facilities in accordance with clinical guidelines, protocols, and EMTALA. It also obtains verbal patient status and admission orders from providers and enters them into the computerized order-entry system. The Coordinator collaborates with physicians, hospital and system administrators, house supervisors, and capacity management staff to resolve barriers to patient acceptance and placement. The position requires critical thinking, sound judgment, multitasking, and timely action to support patient care and patient flow. The role reports directly to the Call Center Manager.

Requirements

At least two years of experience in a health-related field.
Education must be sufficient to meet the standards for achievement of any license or certification required by the issuing authority; no minimum education is otherwise specified.
No licensure requirement specified.

Responsibilities

Coordinate and facilitate patient transfer and consultation requests from referring facilities according to clinical guidelines, protocols, EMTALA, and established timeframes.
Coordinate and facilitate direct admissions from physician offices and ambulatory outpatient centers.
Coordinate and schedule telemedicine consultations for emergency departments and inpatient facilities.
Communicate professionally as a liaison among patients, physicians, hospital staff, and referring facilities.
Collect and document accurate clinical information and communicate it to accepting physicians.
Triage and prioritize patient acuity using critical thinking, clinical decision-making, and acquired knowledge to support patient flow.
Collect accurate demographic information and complete quick registration.
Request bed placement promptly, communicate bed assignments, and conduct patient status checks and coordinate placement when there are delays.
Involve the emergency department physician and/or Clinical or System AOC in urgent placement situations.
Monitor and communicate system bed status and maintain an accurate profile of bed capacity across Covenant Health facilities, including patients holding in emergency departments, surgery, and other areas.
Escalate capacity issues to System Clinical AOCs, hospital CAOs, and CNOs, and escalate transfer acceptance issues to appropriate system and facility leadership.
Schedule Outreach Link appointments for emergency department patients needing follow-up treatment or resources for mental health or substance misuse.
Coordinate air transportation when needed.
Follow shift-change handoff protocols, including giving a complete patient report, completing transfer documentation and patient status orders, and logging off the telephone.
During telephone downtime or power outage, open an urgent Covenant Help Desk ticket to implement Crisis Link and WiFi phones and initiate downtime procedures.
Complete required training, consult facility acceptance guidelines and protocols, and attest quarterly to reviewing them.
Check email routinely for process changes and maintain awareness of Covenant Health services and capabilities.
Complete timely patient follow-up and manage expectations for transfer requests.
Use the Patient Checklist, Flowboard, eCare, eCare Schedule Book, STAR, and other office-oriented systems as needed.
Complete necessary reports and assignments during call downtime.
Follow policies, procedures, and safety standards; complete annual education assignments; work toward goals and objectives; and participate in quality improvement initiatives.
Perform other duties as assigned by the Call Center Director, Manager, or Team Lead.