Trauma Referral Coordinator-Trauma Admin

Job Description

Processing referrals for receiving providers as well as prescribing providers, prioritizes referrals by following and applying standard policies, procedures and practices.

Employs multiple tracking mechanisms to ensure all referral approvals and that patient receives their appointment in a timely manner ensuring patients are always cleared for their appointment prior to their arrival as appointed by the Department of Health Trauma Center Standards.

In addition, the Trauma Referral Coordinators will generate periodic reports to update on the status of the hospital, as well as special pathway patients (SPP) and be the link between DOH and other stakeholders including UMOC team.

Responsibilities

• Point of contact for SSMC patients and physicians for any questions or rising concerns between the facility and the UMOC.
• Assist in problem solving potential issues related to outpatient referrals due to language or social barriers. If unable to solve, assist in finding the right point of contact for further assistance.
• Answer all incoming calls professionally and within the specified timeframe to comply with set UMOC Key Performance Indicators (KPIs).
• Update and maintain contact details for the Health Care Facilities (HCFs) within the same healthcare group emergency and non-emergency communication.
• Coordinate and liaise with HCFs Emergency Management Programs, including preparedness, response, recovery, and business continuity.
• Communicate with the UMOC teams during normal situations, major incidents, and mass casualty incidents (MCI), planned mass gatherings, and other emergency situations.
• Continually monitor respective health care facility resources as part of emergency preparedness activities to assist in case of any emergency incident.
• Obtain and maintain up-to-date information on critical resources available at HCFs.
• Engage in communication with hospital experts to obtain specialized advice regarding incidents.
• Activate and notify relevant healthcare facilities and emergency services as directed by UMOC based on the level and nature of the emergency, maintaining continuous communication between UMOC and HCF until the incident is resolved
• Point of contact for SSMC patients and physicians for any questions or rising concerns between the facility and the UMOC.
• Assist in problem solving potential issues related to outpatient referrals due to language or social barriers. If unable to solve, assist in finding the right point of contact for further assistance.
• Answer all incoming calls professionally and within the specified timeframe to comply with set UMOC Key Performance Indicators (KPIs).
• Update and maintain contact details for the Health Care Facilities (HCFs) within the same healthcare group emergency and non-emergency communication.
• Coordinate and liaise with HCFs Emergency Management Programs, including preparedness, response, recovery, and business continuity.
• Communicate with the UMOC teams during normal situations, major incidents, and mass casualty incidents (MCI), planned mass gatherings, and other emergency situations.
• Continually monitor respective health care facility resources as part of emergency preparedness activities to assist in case of any emergency incident.
• Obtain and maintain up-to-date information on critical resources available at HCFs.
• Engage in communication with hospital experts to obtain specialized advice regarding incidents.
• Activate and notify relevant healthcare facilities and emergency services as directed by UMOC based on the level and nature of the emergency, maintaining continuous communication between UMOC and HCF until the incident is resolved.
• Provide real-time surge capacity information as and when required, particularly in the early stages of emergency response until the formation of DOH Incident Command, and then follow the incident commanders instructions.
• Work closely with the entire UMOC team on emergency and disaster situations and coordinate with them to assist in any emergency incident.
• Verify the availability of the HCF Special Pathway Program (SPP) for conditions such as STEMI, Burns, Stroke, etc.
• Compile periodic reports (as requested by DOH) on all SPP cases related to the HCF.
• Assist the SPP Task Force in reviewing and improving the SPP process.
• Prepare and maintain documentation on activities related to emergency preparedness and response.
• Escalate all relevant emergency incidents/challenges to the UMOC management regularly, effectively using the proper chain of command.
• Respond effectively to requests from DOH senior management when required and facilitate their requests by coordinating with the necessary healthcare facilities.
• Must be able to work in shifts, including evenings, nights, weekends, and holidays, and handle a fast-paced, multitasking, and stressful work environment.
• Always maintain confidentiality.
• Ensure all assets are kept in good working order and report any damage or faulty items as per company policy.
• Establish a solid working relationship with both internal and external stakeholders.
• Document all relevant and appropriate information in chronological order into the Estijabah system or any system used in UMOC as close to real-time as possible.
• Follow applicable DOH internal SOPs (Standard Operating Procedures) and guidelines of the Operations section.
• Contact the UMOC management team if you are unable to report to duty at the earliest as well as following your respective health care policies to ensure coverage plan.
• To actively participate in drills, exercises & courses as requested by DOH and SSMC or PureHealth
  
  

Accountabilities

• To establish and maintain good relationships with other members of SSMC staff, parents and UMOC Staff.
• To maintain high standards of professional practice
• Generate comprehensive reports for the medical team and contribute to ongoing assessments.
  
  

Qualifications

Required:

• Bachelors Degree in Medical, Nursing or Para-Medical Background (preffered)
• Must be bilingual in Arabic & English with effective verbal and written communication
  
  

Skills

Desired:

• Able to work efficiently under pressure in multitask environment with Knowledge of handling comprehensive and complex flow of data.
• Certificate preferred or one year in a related position with Medical terminology and basic
  
  

anatomy

• Intermediate administration Skills.
• Knowledge of Electronic Health Record System preferred; Trustworthy computer skill
  
  

Required

Specialist Certifications:

• N/A
  
  

Desired

• N/A
  
  

Required Experience

Desired :

• Two (2) years of experience post qualification in own field
  
  

About Us

At SSMC, we firmly believe that the human touch is a fundamental part of care. We understand that health care is both an art and a science, running deeper than simply diagnosing and treating those who rely on us. Our SSMC Model of Care puts our patients at the forefront of our purpose and at the heart of everything we do, ensuring that the needs of our patients come first. Every one of our patients receives individualized attention from a multidisciplinary team of experts who collaborate closely to deliver trusted and compassionate care. From the very first point of contact with SSMC, to the moment patients are back home, we ensure speciality-specific care at every stage and in every interaction. As one of the largest tertiary hospitals in the UAE, SSMC provides access to specialist medical treatments and advanced diagnostics, with a commitment to becoming a Destination Medical Center in the UAE and wider region.

About The Team

About Sheikh Shakhbout Medical City (SSMC)

SSMC is the largest tertiary hospital in the UAE and serves to elevate the provision of health care services in the nation under the mandate of the Abu Dhabi Economic Vision 2030.

Supported by the latest diagnostic and treatment modalities available, SSMC offers care in 44 specialties. A team of locally and internationally trained medical, clinical and admin professionals work seamlessly together, which promotes comprehensive interdisciplinary learning, allowing SSMC to become a leading hub for integrated patient-centric medical services in the region.

As the region’s leading tertiary facility, SSMC has 742 patient beds, 18 operating theatres, and includes a hybrid operating room, 26-bed neonatal intensive care unit, and the UAE’s largest pathology lab.

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