Job Title: Patient Logistics Coordinator
Work Location: Oklahoma City, Oklahoma (University Health / University Health Children’s)
Division/Department: Critical Care Transport / University Health Air and Ground Operations
Reports To: Director of Critical Care Transport
FLSA Status / Type: Full-Time / Nonexempt
The Patient Logistics Coordinator serves as the central clinical and operational coordination point for Pafford Medical Services' air and ground critical care transport program in partnership with University Health and University Health Children's. Operating from the Patient Logistics Center, the Coordinator—who is a licensed Registered Nurse or Paramedic—coordinates patient movement utilizing air ambulance, critical care ground, ALS, BLS, and specialty transport resources while serving as the primary liaison among hospital departments, EMS communications, transport crews, referring facilities, and receiving facilities to facilitate safe, timely, and efficient patient transfers.
Essential Duties and Responsibilities
- Coordinate air ambulance, critical care ground ambulance, ALS, BLS, specialty transport, and other patient transportation resources based on clinical needs and operational priorities.
- Serve as the primary liaison among hospital departments, the Patient Logistics Center, EMS dispatch, transport crews, and referring and receiving facilities.
- Coordinate patient acceptance activities in accordance with established physician, hospital, and transport program protocols.
- Monitor transport requests from initiation through patient arrival and provide status updates to hospital staff and family members as appropriate.
- Collaborate with transport clinicians to ensure all required documentation, physician certifications, clinical reports, imaging, and transport records are complete prior to departure.
- Identify barriers that could delay patient movement and proactively coordinate solutions with clinical and operational teams.
- Support bed management and patient throughput initiatives by facilitating timely transfers and discharges.
- Maintain awareness of transport resource availability and communicate operational limitations or delays appropriately.
- Work collaboratively with hospital nurse case managers, social workers, physicians, discharge planners, and care coordination teams to facilitate safe transitions of care.
- Advocate for patients while balancing clinical priorities, transportation resources, and organizational objectives.
- Promote continuity of care through effective communication among referring providers, receiving providers, transport clinicians, patients, and families.
- Educate patients and families regarding the transport process, anticipated timelines, and available resources.
- Deliver exceptional customer service during every interaction with patients, families, physicians, nurses, EMS providers, hospital personnel, and external healthcare partners.
- Demonstrate professionalism, empathy, patience, and compassion when communicating during stressful or emotionally challenging situations.
- Prioritize transport requests based upon patient acuity, resource availability, physician direction, operational considerations, and established organizational protocols.
- Maintain frequent communication with transport crews, dispatch personnel, hospital departments, and leadership to ensure all parties remain informed of patient status and transport progress.
- Handle sensitive information with professionalism while maintaining HIPAA compliance and patient confidentiality.
- Operate multi-line telephone systems, two-way radios, secure messaging platforms, video conferencing systems, and other communication technologies.
- Document patient interactions, transport activities, communications, and operational information accurately and in a timely manner.
- Participates in quality improvement and performance improvement initiatives by identifying process improvement opportunities, reporting operational and transport trends, assisting with workflow analysis, and recommending enhancements to improve patient throughput, communication, transport coordination, customer service, and overall operational efficiency.
- Supports and promotes the Pafford EMS culture and serves as a steward of the company brand.
- Maintains strict adherence to hospital policies, procedures, and standards.
- Maintains strict compliance with all Pafford Policies & Procedures.
- Maintains strict compliance with all rules and regulations set forth by state and federal programs.
- Performs other related duties or tasks as assigned.
This position has no direct supervisory responsibilities but may provide functional guidance and coordination to transport personnel during patient logistics activities.
Education and/or Work Experience Required
- Current, unrestricted licensure as a Registered Nurse or Paramedic required; Oklahoma licensure or reciprocity required upon date of hire.
- Minimum of three (3) years of clinical experience required.
- Must possess and maintain BLS; ACLS and PALS preferred.
- Excellent computer proficiency (MS Office and Google Workspace) with the ability to operate multiple software applications simultaneously.
- Must possess and maintain an unrestricted state driver’s license.
- Excellent verbal and written communication skills.
- Ability to work independently while functioning as an integral member of a multidisciplinary healthcare team.
Knowledge, Skill, & Abilities
- Outstanding verbal and written communication skills with the ability to communicate effectively with clinical professionals, executive leadership, patients, families, EMS personnel, and external healthcare organizations.
- Exceptional customer service skills with a friendly, professional, and cooperative attitude.
- Ability to exercise sound judgment and make timely operational decisions within established policies, procedures, and clinical protocols.
- Ability to remain calm, organized, and decisive in high-pressure, rapidly changing situations.
- Strong organizational skills with the ability to prioritize multiple urgent requests simultaneously.
- Excellent problem-solving and critical-thinking abilities.
- Ability to establish positive working relationships across multiple departments and organizations.
- Strong attention to detail while maintaining efficiency and accuracy.
- Ability to maintain confidentiality and exercise sound judgment in all interactions.
- Proficiency with computer systems, electronic medical records, Microsoft Office Suite, communication technologies, and healthcare software applications.
- Ability to adapt quickly to changing priorities while maintaining a high level of professionalism.
- Exceptional team skills; this is a team-based role that requires strong collaboration.
- Utilize multiple computer systems simultaneously, including electronic medical records (EMR), patient logistics software, CAD/dispatch systems, bed management platforms, scheduling applications, Microsoft Office, Google
Preferred Qualifications
- Experience in hospital case management, patient logistics, transfer center operations, EMS communications, healthcare dispatch, emergency department operations, or critical care transport, or any combination thereof.
- Knowledge of hospital operations, patient flow, utilization management, and healthcare reimbursement principles.
- Familiarity with air medical transport, critical care transport, EMS systems, interfacility transfer processes, and reimbursement principles, or a willingness to learn and receive training.
- Understanding of EMTALA requirements, HIPAA regulations, CMS Conditions of Participation, healthcare accreditation standards, and State Health Department guidelines.
- Experience working in a multidisciplinary healthcare environment with physicians, nurses, case managers, EMS personnel, and hospital leadership.
Physical Requirements
- The physical requirements described below are representative of those necessary to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions in accordance with applicable law.
- Regular and reliable attendance is an essential function of this position due to the need for continuous coordination of patient movement and communication with hospital departments and transport resources.
- Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus for extended computer and monitor use.
- Work may require prolonged sitting, repetitive keyboard and telephone use, and the simultaneous operation of multiple systems and monitors.
- Must be able to talk, listen, and speak clearly in person, on multi-line telephones, and on two-way radios.
- Must possess visual acuity to prepare and analyze data, operate multiple computer terminals, and do extensive reading.
- Must be able to work extended shifts in a fast-paced communications-center environment, which may include nights, weekends, and holidays.
NOTE: The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified.
