EMS Facilitator at Melrose-Wakefield Hospital

The EMS Facilitator will be located onsite at one of our partner hospitals to manage patient medical transportation needs and is responsible for ensuring that each patient receives on time and appropriate ALS, BLS, or wheelchair van transportation. Responsibilities include booking calls into our medical dispatch system, gathering necessary paperwork for each transfer, working with hospital staff to prioritize patient transports, ensuring prior authorization for insurance, securing payment, and communicating transport times or other updates with hospital staff, patients, and the patients’ families.

The EMS Facilitator will be the point person to help answer any clinical, logistical, or insurance questions about each patient’s medical transportation.

• Manages medical transportation needs for patients within the specified healthcare facility.
• Assists hospital staff with booking appropriate mode of transportation and gathering necessary paperwork.
• Coordinates patient priorities with hospital staff and medical transportation dispatch center.
• Communicates transportation updates with hospital staff, patients and patients’ families.
• Answers clinical, logistical, or insurance questions regarding medical transportation from patients or their families.
• Provides excellent customer service to patients, their families, and hospital staff.
• Solicits regular feedback from hospital staff and creates a structured feedback loop with management and EMS operations.
• Communicates effectively with EMS agencies, physicians, and other healthcare providers.
• Acts as the subject matter expert on the facility needs and transport patterns.
• Works with EMS and Hospital Management teams to improve efficiencies within the hospital system.
• Understands and assists staff with following insurance processes and meeting requirements for Mass Health, Medicare, and Managed Care plans.
• Works with hospital staff to complete prior authorization/insurance requirements
• Secures payment when necessary prior to transport.

• Performs all duties in a safe, courteous, confidential and professional manner.
• Maintains a positive and professional image by being well groomed and properly attired at all times.
• Maintains response readiness consistent with company’s response criteria.
• Mentors, trains, and encourages fellow staff as needed to help them attain their full potential.
• Completes all reports legibly, accurately, and on a timely basis.
• Maintains confidentiality of all customer and Armstrong information.

• Employees are expected to protect the privacy of all patient information in accordance with Company policies, procedures, and practices, as required by Law, and in accordance with general principles of professionalism as a health care provider.
• Employees may access protected health information and other patient information only to the extent that it is necessary to complete job duties and may only share such information with those who have a need to know specific patient information to complete their job responsibilities related to treatment, payment, or other company operations.
• Employees are encouraged and expected to report, without the threat of retaliation, any concerns regarding the company’s policies and procedures on patient privacy and any observed practices in violation of that policy to the designated management personnel.

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