Reporting Relationship: Reports to Operations Manager

Supervisory Responsibilities: None

Objective: The EHL serves as the primary point of contact between MMR EMS Operations and the hospital's transfer center or hospital scheduling areas for SCT, neonatal, ALS, BLS, and wheelchair transportation.   

Essential Duties:

• Coordinates transportation needs across all hospital areas and MMR. 
• Builds and maintains positive relationships with hospital staff to improve trust and collaboration
• Identifies and resolves real-time issues or delays; escalates concerns when needed
• Actively manages transport flow to reduce delays and improve turnaround times
• Tracks pending transports and follows through to completion
• Provides feedback to leadership on trends, barriers, and opportunities to improve volume and service
• Demonstrates strong customer service focus in all interactions with staff, patients, and families
• Serves as the main point of contact for the hospital for scheduling all transportation.
• Monitors for on-time performance and proactively seek to address any problems before they arise to ensure on-time performance.
• Processes daily paperwork between the division and billing; ensures proper PCS documentation before transport.
• Facilitates constant communication between MedCom to ensure high-quality service delivery.
• Facilitates help with MedCom and/or Operations Supervisors when needed to ensure on-time performance.
• Places phone calls to other healthcare facilities to arrange for better transfer volume flow.
• Prepares all paperwork for the oncoming transfer crew to minimize hospital time-on-task.
• Addresses patient and family needs related to transportation, including making sure patient belongings are properly transported with the family or the patient.
• Able to work in a fast-paced, high-demand environment with frequent interruptions
• Perform other duties as assigned.