Senior Patient Access Specialist (Transfer Center)

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 Work Shift: 8pm to 5am (Philippines) Flexible Work Schedule/Shifting Primary Function/General Purpose of Position The Transfer Center Access Expert serves as a point of escalation for the Transfer Center Access Expert coordinating patient transfer logistics using client-identified workflows to support patient acceptance, bed placement, and continuity of care, ensuring patients are placed in settings capable of providing the appropriate level of care. Guided by defined performance standards, professional and clinical practice standards, policies, and evidence-based research, the role meets or exceeds operational expectations while working collaboratively with referring facilities, physicians, hospital staff, and internal clinical, medical, and leadership teams . This position identifies , trends, and reports barriers to patient access and throughput, participates in professional and peer development, shared leadership, and supports data collection for quality initiatives. In addition, the role provides non-licensed clinical and clerical support to business areas, with responsibilities determined by the assigned service and including call intake, patient logistics coordination, care coordination, scheduling, and communication to support access specialists , care teams, and books of business. Strong verbal and written communication, interpersonal skills, medical terminology knowledge, teamwork, delegation, flexibility, autonomy, organization, and the ability to multitask are essential characteristics of this role. Essential Job Functions · Functions as the first-line clinical and operational resource to the Transfer Center Access Specialist team providing expert support across intake services , patient access , care coordination and referral workflows. This role ensures accurate and timely execution of standardized workflows and algorithms to support appropriate level ‑ of ‑ care determination, accepting provider alignment, consultation, and access across all referral sources, while maintaining a strong focus on quality, safety, efficiency, and timely progression of care events through effective communication, coordination, and escalation. · Accept and facilitate patient/caregiver communication as assigned while coordinating patient intake, transfer, and access workflows to identify appropriate level of care, accepting providers, consultations, and ed placement across all referral sources, with a focus on quality, safety, and efficiency. · Collaborate directly with physicians, nurses, and care teams at referring and receiving facilities, and serve as a liaison between patients, caregivers, providers, hospital staff, and external agencies, to ensure accurate clinical communication, timely acceptance, appropriate bed assignment, and development of an effective plan of care through professional and effective verbal and written communication. · Facilitate care coordination activities including transportation arrangements, scheduling, care instructions, escalation, and follow ‑ up in accordance with workflows, algorithms, and delegated responsibilities. · Apply critical thinking, clinical experience , and problem-solving skills to recommend optimal patient outcomes based on clinical information, preferences, and facility capability and capacity. · Utilize established workflows and algorithms to determine intake completion, escalation needs, care team activation, and ongoing case status management. · Accurately document, enter, retrieve, and protect patient information within the Electronic Medical Record ( EMR ) and all required systems, ensuring compliance with regulatory, privacy, and data collection standards. · Demonstrate proficiency with Electronic Health Record ( EHR ) platforms, telephony, and office systems while maintaining data accuracy, timeliness, and protection of PHI. · Maintain awareness of care events and case status by facilitating ongoing communication related to instructions, escalation, bed assignment, transportation, readmission potential, discharge planning, and follow ‑ up needs. · Monitor individual and team performance and compliance, support regulatory and quality initiatives, and identify , report, and recommend solutions for safety, compliance, and operational risks. · Demonstrate knowledge of regulatory requirements including EMTALA, HIPAA, ethics, compliance, and quality standards, and escalate concerns through appropriate chain of command. · Maintain professional and collaborative relationships with interdisciplinary care teams while participating in shared leadership, process improvement, professional and peer development, peer review activities, and performing additional tasks, projects, and analyses as assigned or directed. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. Licensing/Certification Active Philippines Registered Nurse (PHRN) license through the Professional Regulation Commission (PRC) – Required Previous or current US Registered Nurse (RN) License – Required Education Bachelor’s Degree, Nursing, Health Sciences/Healthcare Informatics/Healthcare Management – Required Work Experience 3+ year s of healthcare or healthcare contact center experience – Required 1+ year of clinical environment experience – Required 1+ year experience working in a US hospital – Preferr ed 1 + year subject matter expert experience – Required 1+ year experience working in a transfer center supporting a US health system – Preferred Training Epic Electronic Health Record – Preferred Genesys contact center – Preferred Language English As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way. What we offer Comprehensive HMO medical coverage, retirement plan and group life and accident insurance One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances Paid vacation and sick leave Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need) Mission-driven culture events, community outreach and service opportunities Learning and development programs, mentorship and clear career growth pathways Modern, collaborative office spaces and regular engagement and culture-building activities Benefits may vary based on employment terms and role. Department: Human Resources - Talent Acquisition - BSMH Global Business Systems It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment. All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law. We are committed to providing an inclusive workplace free from unlawful discrimination and harassment. If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected] . We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.