Trauma Referral Coordinator-Trauma Admin

Overview

Processing referrals for receiving providers as well as prescribing providers, prioritizes referrals by following and applying standard policies, procedures and practices. Employs multiple tracking mechanisms to ensure all referral approvals and that patient receives their appointment in a timely manner, ensuring patients are always cleared for their appointment prior to arrival as appointed by the Department of Health Trauma Center Standards. The Trauma Referral Coordinators generate periodic reports to update on the hospital status and special pathway patients (SPP) and act as the link between DOH and other stakeholders including the UMOC team.

Responsibilities

• Point of contact for SSMC patients and physicians for any questions or rising concerns between the facility and the UMOC.
• Assist in problem solving potential issues related to outpatient referrals due to language or social barriers. If unable to solve, assist in finding the right point of contact for further assistance.
• Answer all incoming calls professionally and within the specified timeframe to comply with set UMOC Key Performance Indicators (KPIs).
• Update and maintain contact details for the Health Care Facilities (HCFs) within the same healthcare group emergency and non-emergency communication.
• Coordinate and liaise with HCFs Emergency Management Programs, including preparedness, response, recovery, and business continuity.
• Communicate with the UMOC teams during normal situations, major incidents, and mass casualty incidents (MCI), planned mass gatherings, and other emergency situations.
• Continually monitor health care facility resources as part of emergency preparedness activities to assist in case of any emergency incident.
• Obtain and maintain up-to-date information on critical resources available at HCFs.
• Engage in communication with hospital experts to obtain specialized advice regarding incidents.
• Activate and notify relevant healthcare facilities and emergency services as directed by UMOC based on the level and nature of the emergency, maintaining continuous communication between UMOC and HCF until the incident is resolved.
• Provide real-time surge capacity information when required, particularly in the early stages of emergency response until the DOH Incident Command is formed, then follow the incident commander's instructions.
• Work closely with the entire UMOC team on emergency and disaster situations and coordinate with them to assist in any emergency incident.
• Verify the availability of the HCF Special Pathway Program (SPP) for conditions such as STEMI, Burns, Stroke, etc.
• Compile periodic reports (as requested by DOH) on all SPP cases related to the HCF.
• Assist the SPP Task Force in reviewing and improving the SPP process.
• Prepare and maintain documentation on activities related to emergency preparedness and response.
• Escalate all relevant emergency incidents/challenges to the UMOC management regularly, effectively using the proper chain of command.
• Respond effectively to requests from DOH senior management when required and facilitate their requests by coordinating with the necessary healthcare facilities.
• Must be able to work in shifts, including evenings, nights, weekends, and holidays, and handle a fast-paced, multitasking, and stressful work environment.
• Always maintain confidentiality.
• Ensure all assets are kept in good working order and report any damage or faulty items as per company policy.
• Establish a solid working relationship with both internal and external stakeholders.
• Document all relevant information in chronological order into the Estijabah system or any UMOC system as close to real-time as possible.
• Follow applicable DOH internal SOPs and guidelines of the Operations section.
• Contact the UMOC management team if you are unable to report to duty at the earliest and follow your respective health care policies to ensure coverage plan.
• Actively participate in drills, exercises & courses as requested by DOH and SSMC or PureHealth.

Accountabilities

• Establish and maintain good relationships with other members of SSMC staff, parents and UMOC staff.
• Maintain high standards of professional practice.
• Generate comprehensive reports for the medical team and contribute to ongoing assessments.

Qualifications

Required:

• Bachelor's Degree in Medical, Nursing or Para-Medical Background (preferred).
• Must be bilingual in Arabic & English with effective verbal and written communication.

Skills

Desired:

• Able to work efficiently under pressure in a multitasking environment with knowledge of handling a comprehensive and complex flow of data.
• Certificate preferred or one year in a related position with medical terminology and basic anatomy knowledge.
• Intermediate administration skills.
• Knowledge of Electronic Health Record System preferred; trustworthy computer skills.

Experience

• Two (2) years of experience post-qualification in own field (desired).