Patient Transport Dispatcher - PRN

Mary Washington Healthcare•Fredericksburg, VA

23d•Onsite

About The Position

Start the day excited to make a difference…end the day knowing you did. Come join our team. The Dispatcher, Centralized Transport is responsible for the effective daily coordination of patient and non-patient transportation requests and the efficient assignments of transport personnel. This position is also responsible for providing exceptional customer service to internal and external customers. The incumbent in this position will support the mission, vision, values and strategic initiatives of MWHC Health System and must demonstrate a commitment to quality service. Essential Functions & Responsibilities: Manages and oversees transport requests from multiple hospital departments at both MWH and SH, leveraging the Transport Services software module to ensure effective operation and coordination of patient transport services. Manages transporter zone assignments, directs activities, and monitors the timely completion of transport requests in alignment with departmental standards and priorities. Collaborates with other hub roles (e.g., Hub C3, Order Organizer) and participates in the daily POP huddle to align on hospital capacity, service department needs and service testing plans. Monitors transport demand against available resources, activates a de-escalation plan when necessary, and escalates to transport leadership if required. Manages the Code ED process for the Patient Transport department, overseeing immediate transporter reassignment, prioritization of ED admission transport requests, and addressing factors that may hinder efficiency. Coordinates the distribution and scheduling of transport personnel breaks to maintain optimal efficiency. Receives staff callouts, assesses the need for staff replacement (utilizing established guidelines), and initiates requests for additional personnel as required. Acts as a liaison between the transport department and hospital departments, managing competing transport priorities to ensure effective communication and coordination. Responsible for assigning, distributing, and the collection of mobile phones and other related technology at the beginning and end of each shift. Oversees the proper use and storage of transport equipment (e.g., wheelchairs, stretchers) by performing hospital rounds and equipment round-ups. Promotes a positive customer service experience by fostering interactions between Patient Transport personnel, patients, their families, visitors, and staff. Serves as a resource for escalating customer complaints and issues, identifying trends, providing insights, and helping to develop solutions for ongoing concerns. Collaborates with leadership to welcome new transport associates into the department and ensure they are assigned with their designated preceptor for guidance and training. Trains new dispatcher associates with the duties and responsibilities of the role. Supports transport leadership with administrative tasks as needed to maintain efficient operations within the department. May be required to support patient transports when request volume exceeds defined threshold limits. Performs other duties as assigned

Requirements

High School diploma or equivalent, required.
BLS certification required.
This position requires strong organizational and critical thinking skills and the ability to manage competing priorities while maintaining high-quality patient transport services.
Constant (67-100% of workday) sitting and use of arms and hands; occasional (0-33% of workday) standing, walking, bending, squatting; ability to lift, push, and pull up to 10 lbs.; auditory and visual skills.
Possesses critical thinking and analytical skills.
Ability to multi-task.
Ability to communicate effectively and collaborate with a multi-disciplinary team.

Nice To Haves

Previous experience as a patient transporter, strongly preferred.
Previous telephone customer service experience, preferred.
Previous experience in patient care setting, preferred.

Responsibilities

Manages and oversees transport requests from multiple hospital departments at both MWH and SH, leveraging the Transport Services software module to ensure effective operation and coordination of patient transport services.
Manages transporter zone assignments, directs activities, and monitors the timely completion of transport requests in alignment with departmental standards and priorities.
Collaborates with other hub roles (e.g., Hub C3, Order Organizer) and participates in the daily POP huddle to align on hospital capacity, service department needs and service testing plans.
Monitors transport demand against available resources, activates a de-escalation plan when necessary, and escalates to transport leadership if required.
Manages the Code ED process for the Patient Transport department, overseeing immediate transporter reassignment, prioritization of ED admission transport requests, and addressing factors that may hinder efficiency.
Coordinates the distribution and scheduling of transport personnel breaks to maintain optimal efficiency.
Receives staff callouts, assesses the need for staff replacement (utilizing established guidelines), and initiates requests for additional personnel as required.
Acts as a liaison between the transport department and hospital departments, managing competing transport priorities to ensure effective communication and coordination.
Responsible for assigning, distributing, and the collection of mobile phones and other related technology at the beginning and end of each shift.
Oversees the proper use and storage of transport equipment (e.g., wheelchairs, stretchers) by performing hospital rounds and equipment round-ups.
Promotes a positive customer service experience by fostering interactions between Patient Transport personnel, patients, their families, visitors, and staff.
Serves as a resource for escalating customer complaints and issues, identifying trends, providing insights, and helping to develop solutions for ongoing concerns.
Collaborates with leadership to welcome new transport associates into the department and ensure they are assigned with their designated preceptor for guidance and training.
Trains new dispatcher associates with the duties and responsibilities of the role.
Supports transport leadership with administrative tasks as needed to maintain efficient operations within the department.
May be required to support patient transports when request volume exceeds defined threshold limits.
Performs other duties as assigned