System Manager, Transfer Center

Job Description:

Baptist Health is looking for a System Manager, Transfer Center to join our team. This is a remote position that requires residency in KY or IN

The System Manager, Transfer Center provides strategic leadership for patient placement and hospital intake processes across the Baptist Health organization. Collaborating with hospital leadership, medical directors, physician advisors, and other key stakeholders, this role manages patient flow, analyzes metrics, and optimizes patient transfer initiatives and outcomes. The supervisor ensures satisfaction by setting customer service expectations that enhance the provider and patient experience. Additionally, this position integrates efficiency, new processes, and quality improvements in the patient transfer process by working with interdisciplinary teams, including physicians, nurses, and transport services and nurse triage. The manager has 24/7 on-call responsibilities for complex care needs and will provide cross-coverage with other functions within the nurse call center, care management, and remote patient monitoring to ensure integrated care coordination throughout the system.

Essential Duties:

• Provide direction and mentorship to nursing staff, fostering professional development and promoting a culture of excellence.

• Assist clinical and administrative leaders with implementing initiatives to improve patient transfers and operational efficiencies.

• Collaborate with Human Resources on recruitment, retention, and workforce planning for the call center team.

• Establish and maintain quality audits of programs to evaluate clinical care quality and ensure high levels of customer satisfaction.

• Analyze transfer center and nurse triage metrics to identify areas for improvement and implement strategies to enhance service delivery.

• Lead continuous quality improvement initiatives in alignment with organizational goals.

• Ensure compliance with EMTALA and escalation to hospital executive teams as needed.

• Manage operations, budgets, and resources effectively within the call center, ensuring optimal utilization of staff and resources.

• Collaborate with interdisciplinary teams to streamline patient transfer processes and improve overall patient flow.

• Monitor and report on operational performance, making recommendations for process enhancements based on data analysis.

• Engage key stakeholders and collaborate with cross-organizational teams, utilizing diplomacy and conflict resolution skills.

• Deliver high-quality analyses and proposed solutions for business process transformation to support strategic initiatives.

• Ensure compliance with HIPAA regulations and maintain confidentiality of sensitive patient information.

Minimum education, training and experience required:

• Master's Degree: MSN, MHA, or MBA_ other master's level education will be reviewed and determined eligible based on AVP discretion.

• 5 years related experience

• RN State license required for Ky or Compact State