Trauma Referral Coordinator-Trauma Admin

Role Overview

Trauma Referral Coordinator - Trauma Admin at Sheikh Shakhbout Medical City (SSMC).

Role Purpose

Process and prioritize trauma referrals for receiving and prescribing providers according to standard policies and procedures. Employ tracking mechanisms to ensure timely referral approvals and patient appointments in compliance with Department of Health Trauma Center Standards. Serve as the liaison between the Department of Health, SSMC, and the UMOC team while generating periodic reports on hospital status and special pathway patients.

Key Responsibilities

Referral Processing and Patient Management

• Process referrals for receiving providers and prescribing providers while prioritizing according to standard policies, procedures, and practices.
• Employ multiple tracking mechanisms to ensure all referral approvals are processed and patients receive timely appointments.
• Ensure patients are cleared for their appointment prior to arrival in compliance with Department of Health Trauma Center Standards.
• Act as point of contact for SSMC patients and physicians for questions or rising concerns between the facility and 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.

Communications and Stakeholder Management

• Answer all incoming calls professionally and within the specified timeframe to comply with set UMOC Key Performance Indicators (KPIs).
• Serve as link between Department of Health and other stakeholders including the UMOC team.
• Update and maintain contact details for Health Care Facilities (HCFs) within the same healthcare group for emergency and non-emergency communication.
• Communicate with UMOC teams during normal situations, major incidents, mass casualty incidents (MCI), planned mass gatherings, and other emergency situations.
• Engage in communication with hospital experts to obtain specialized advice regarding incidents.
• Establish and maintain good relationships with other members of SSMC staff, parents, and UMOC staff.

Emergency Preparedness and Response

• Coordinate and liaise with HCF's Emergency Management Programs, including preparedness, response, recovery, and business continuity.
• Continually monitor respective healthcare 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.
• 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 Department of Health Incident Command, then follow the incident commander's instructions.
• Work closely with the entire UMOC team on emergency and disaster situations and coordinate with them to assist in any emergency incident.
• Prepare and maintain documentation on activities related to emergency preparedness and response.
• Escalate all relevant emergency incidents and challenges to UMOC management regularly, effectively using the proper chain of command.

Special Pathway Program (SPP) Management

• Verify the availability of the HCF Special Pathway Program (SPP) for conditions such as STEMI, Burns, Stroke, etc.
• Compile periodic reports as requested by Department of Health on all SPP cases related to the HCF.
• Assist the SPP Task Force in reviewing and improving the SPP process.
• Generate periodic reports on hospital status and special pathway patients (SPP).

Reporting and Documentation

• Generate comprehensive reports for the medical team and contribute to ongoing assessments.
• 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.
• Respond effectively to requests from Department of Health senior management when required and facilitate their requests by coordinating with necessary healthcare facilities.

Operations and Compliance

• Follow applicable Department of Health internal Standard Operating Procedures (SOPs) and guidelines of the Operations section.
• Contact UMOC management team if unable to report to duty at the earliest and follow respective healthcare policies to ensure coverage plan.
• Work in shifts, including evenings, nights, weekends, and holidays, while handling a fast-paced, multitasking, and stressful work environment.
• Maintain confidentiality at all times.
• Keep all assets in good working order and report any damage or faulty items as per company policy.
• Maintain high standards of professional practice.
• Actively participate in drills, exercises, and courses as requested by Department of Health and SSMC or PureHealth.

Qualifications & Experience

• Bachelor's Degree in Medical, Nursing, or Para-Medical Background (preferred).
• Bilingual in Arabic and English with effective verbal and written communication skills (required).
• Two (2) years of experience post-qualification in own field (desired).
• Certificate preferred or one year in a related position with Medical terminology and basic anatomy (desired).

Skills & Competencies

• Intermediate administration skills.
• Knowledge of Electronic Health Record System (preferred).
• Trustworthy computer skills.
• Ability to work efficiently under pressure in multitask environment with knowledge of handling comprehensive and complex flow of data.

Additional Information

• Work pattern includes shifts, evenings, nights, weekends, and holidays.
• Fast-paced, multitasking, and stressful work environment.