American Ambulance Transfer Center Specialist in Miami, Florida

Position Summary:

Under the general supervision of the Transfer Center Team lead and Transfer Center Manager, the Transfer Center Specialist (TCS) is responsible for the facilitation and coordination of all transportation requests as well as any other requests relating to our patients, customers, and service partners. This may be accomplished through communication means including but not limited to emails, faxes, phone calls, referrals, physician consultations and transfers. The TCS must demonstrate the highest level of customer service and hospitality by exceeding expectations with every request.

Essential Functions:

The Transfer Center Specialist may be assigned one or more duties. These duties may include, but are not limited to, the following:

  • Constantly reflect as an ambassador of Falck.

  • Demonstrate exceptional customer service skills.

  • Maintain a calm and professional demeanor at all times.

  • Promptly answer, triage- evaluates and prioritizes incoming live and electronic requests for service, while communicating effectively by any means necessary.

  • Collaborate with colleagues, departments, service partners, patients and customers.

  • Thoroughly and accurately document all communications related to each phone call, request, consult and transfer.

  • Demonstrate a working knowledge of HIPPA, Transfer center policies and procedures, and Company Rules and regulations.

  • Maintain a high degree of familiarity and demonstrate compliance with all established Transfer Center expectations daily.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The individual in this position must possess the following qualifications:

  • History of prior customer service experience.

  • Basic knowledge of medical terminology and medical specialties (admission and consult).

  • Ability to communicate in English clearly and professionally both verbally and in writing.

  • Ability to take direction, work independently and as part of a group.

  • Knowledge of specialized medical transport equipment and resources (LVAD, balloon pump, isolette, ventilator)

  • Ability to simultaneously and accurately document phone conversations in writing and/or electronically

  • Must be able to sit for an extended period of time and wear a telephone headset.

  • High degree of proficiency with the Microsoft Office Suite.

  • Ability to type a minimum of forty (40) words per minute.

  • Bilingual English and Spanish is preferred.

Education Requirements:

The individual in this position must possess the following education requirements:

  • High school diploma or equivalent.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell.The employee must regularly lift and/ or move up to 15 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Occasionally:Must have the ability to lift, carry and balance up to 20 pounds.

Frequently:Good manual dexterity, with the ability to perform all tasks related to the position.

Constantly:Ability to sit and stand for extended periods of time, possess hand-eye-foot coordination and color recognition.

All Transfer Center Specialist’s must also be able to endure the following weight scale as defined:

(O=Occasionally; F=Frequently; C=Constantly)

Occasionally

Frequently

Constantly

Lifting, Static

Knuckle Height

20

5

2

Bench Height

20

5

2

Ankle Height

20

5

2

Shoulder Height

20

5

2

Lifting, Dynamic – Floor to

Bench Height Left

20

5

2

Bench Height Center

20

5

2

20 Bench Height Right

20

5

2

Shelf Height Center

20

5

2

Shelf Height Left

20

5

2

Shelf Height Right

20

5

2

Carrying, Static

Pushing Cart Height

20

5

2

Pulling Cart Height

20

5

2

Pushing Shoulder Height

20

5

2

Pulling Shoulder Height

20

5

2

Cognitive/Psychosocial Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Occasionally: Memorization

Frequently: Ability to remain calm in high stress situations and demonstrate good critical judgment, ability to be unaffected by environment noises. Good manual dexterity and typing (at least 40wpm)

Constantly: Ability to sit and stand for extended periods of time, possess hand-eye-foot coordination and color recognition. Demonstrate good logic, ethical judgment and reasoning, active listening skills, decision making, ability to communicate effectively in written and verbal formats, as well as via telephone, fax, or electronically.

Equipment Operated:

The individual in this position must be familiar with using the following equipment to perform the essential functions of this job.

Occasionally: copy machine, hole-punch, calculator, and laminator

Frequently: Fax machine, printer and clock

Constantly: Computer and telephone

Working Conditions:

The working environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Occasionally: loud noises exposures to indoor allergens like dust

Frequently: mechanical noises and chatter

Constantly: Indoor sitting or standing in cubicle space

Driving approximately 0% of time.

Environmental Conditions:

Cubicle setting with occasional exposure to loud noises and indoor allergens like dust.

The statements in this document are intended to describe the general nature and level of work performed by individuals assigned to the classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This document in no way constitutes a contract of employment. Falck USA reserves the right to modify job descriptions, policies or any other procedural documents at any time, for any reason without prior notice.