Patient Hub Coordinator

Job Summary

The Patient Hub Transfer Coordinator is the first point of contact for all external requested transfers coming into Pipeline Health’s Hub Transfer phone line and facilitates a timely transfer based on the adherence of transfer processes and escalations. The Coordinator works closely with remote Utilization Review (UR) Nurses to ensure the patient meets inpatient status prior to accepting the transfer. The role actively and consistently contributes to department operations and communications, behaves in a manner consistent with Pipeline Health’s mission, vision, and values, and upholds AIDET patient communication standards (Acknowledgement, Introduction, Duration, Explanation, Thank you).

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

• Obtain warm handoff with outgoing shift, following up immediately with any open tasks/transfer duties.
• Ensure the transfer phone line is answered immediately when a call comes in.
• Check the message line after every transfer call to pick up voicemails timely and facilitate the request for transfer.
• Check the message line immediately after breaks to pick up voicemails timely and facilitate the request for transfer.
• Screen all transfer requests for inpatient medical necessity and level of care needed through the remote UR Nurses to place the patient in one of Pipeline Health’s hospitals appropriately.
• Adhere to the detailed algorithm to comply with the 30‑minute timeframe of notifying the facility of acceptance, with the hospital and bed assignment.
• Adhere to payor/hospital partner‑specific rules and requirements related to authorizations and transfers.
• Follow escalation process if any barrier to the transfer process is identified.
• Assure documentation is accurate, timely and thorough for all transfers utilizing the appropriate log(s).
• Assist with the Treatment Authorization Review (TAR) process as instructed.
• Use clear, concise, professional communication with coworkers, patients, and all internal and external customers.
• Use AIDET in interactions with patients and family members.
• Act with a sense of urgency when performing tasks.
• Maintain basic unit/department organization such as keeping files, drawers, cabinets free from unnecessary clutter.
• Report any equipment or environmental issues for repair.
• Abide by HIPAA regulations.
• Speak up to stop the line and escalate potential safety events if necessary.
• Complete and attend monthly training assigned.

• Express recognition and show appreciation to others; fully utilize AIDET principles; respond quickly to handle requests, complaints, and questions; display a positive attitude.
• Demonstrate the highest level of professionalism, passion, and care when interacting with patients, families, physicians, and hospital staff members.
• Use a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices that allow opportunities for all to thrive and reach their potential, embracing ingenuity to serve our customers.

• Wear nametag properly; follow dress code policy; answer phone correctly and promptly; be prepared for meetings; meet deadlines; avoid gossip; act ethically and treat others with respect; respect customers’ and co‑workers’ time; establish and maintain effective relationships.

• Attend staff meetings; follow HIPAA guidelines; follow patient rights policy; comply with the compliance program; demonstrate knowledge of role in a disaster; demonstrate knowledge of fire and fire‑drill procedures; working knowledge of hospital emergency codes; always utilize standard precautions; safely manage the environment of care by demonstrating a working knowledge of the Life Safety, Utilities Management, Hazardous Materials, Emergency Preparedness, Safety Management, Medical Equipment Management, and Security Management programs.

• Minimum one (1) year experience in a healthcare‑related setting. Acute hospital background preferred; other settings will be considered.
• Knowledge of medical terminology is a plus.
• Critical thinking, service excellence, and good interpersonal communication skills; ability to read and comprehend written instructions, strong organizational skills, ability to follow verbal instructions, and PC skills.
• A capacity to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with team members who are recognized leaders within healthcare.