At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

　　Position Summary:

　　Primary liaison between physicians, hospitals and other care providers who seek to refer, schedule or transfer patients within CMHC affiliate and non-affiliate hospitals and providers. Assures referrals are handled efficiently based on patient needs and severity. Work will involve clinical information intake and processing, facilitation of direct communication between providers, and arrangement of transfer modality and intensity. Provides switchboard support. Works collaboratively with providers and patients to ensure seamless regional shuttle services.

　　Essential Duties:

　　• Collect complete and accurate patient referral data.

　　• Collects data as requested by Receiving Physician, Specialist or House Supervisor.

　　• Updates missing data elements as the information becomes available.

　　• Reviews patient medical records on a need-to-know basis only and maintains patient confidentiality at all times.

　　• Schedules riders on the Shuttle

　　• Communicates effectively with shuttle patients, drivers and providers.

　　• Verifies all data requests are appropriate with the Connect manager.

　　• Participates in research activities as requested by the Chief Medical Officer, and the Connect Program Manager.

　　• Participates in professional development to assure competency in skills and knowledge necessary for job requirements.

　　• Works collaboratively with the Medical Records Department and Central Registration in obtaining data, insuring coding accuracy, and maintaining confidentiality of patient records.

　　• Identifies quality management issues and refers them to the Connect Program Manager.

　　• Provides accurate and timely communication, both written and verbal regarding projects, data, patient information, and in response to internal and external customers.

　　• Identifies when assistance is needed and demonstrates the self-confidence to request as needed.

　　• Demonstrates being self-directed. Identifies program needs and searches out solutions to discuss with Connect Program Manager.

　　• Demonstrates ability to work effectively as a multidisciplinary team member. Supports and assists team members in all activities.

　　• Communicates in an effective and efficient manner with all coworkers, patients, and physicians; maintains proper civility and respectfulness in all spoken and written communications.

　　• Maintains patient privacy.

　　• Maintains policies and procedures established by the department.

　　• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings, and workshops; shows responsibility for ongoing education.

　　• Performs other related duties as assigned or requested.

　　• Demonstrates ability to work with key constituents in acute care hospitals and the EMS network.

　　• Acts as a consultative resource for regional referral requests.

　　• Participates in region-wide collaborative quality improvement of the entire scope of CMMC Connect.

　　• Facilitates cooperation between provider, clerical and clinical functions of the referral process.

　　• Ensures the appropriate transfer of medical records and data necessary for facilitation of regional referrals to CMMC.

　　• Customer Service: Interacts with all individuals in a consistent manner, providing attention, support, and assistance to foster an environment of exceptional personal service. o Maintains a pleasant and helpful demeanor, and presents a professional appearance toward all internal and external customers at all times.

　　o Consistently initiates interaction to provide assistance to individuals who may not be direct customers of the employee (i.e. asks patients who appear to be lost if they need assistance in finding their way).

　　• o Takes appropriate action to recover from a service difficulty, ensuring that the necessary action is taken to affect a resolution to the customer’s problem.

　　• o Conducts all work activities with respect for coworkers, including the maintenance of a pleasant and professional environment, fostering calmness during stressful situations.

　　• o Interacts with supervisory personnel in a professional, supportive and courteous manner, venting emotions appropriate to time and place.

　　• o Demonstrates a commitment to service by consistent attendance and punctuality, scheduling absences according to departmental requirements, and incurring unplanned absences only when unavoidable circumstances exist.

　　•

　　Education and Experience:

　　• High School Diploma or Equivalent Required

　　• EMS License Preferred

　　• Healthcare Experience Preferred

　　Knowledge, Skills and Abilities:

　　• Able to effectively communicate in English, both verbally and in writing.

　　• Strong written and verbal skills.

　　• Strong customer service/phone-based skills

　　• Additional languages preferred.

　　• Moderate computer skills.

　　• Knowledge of EMS systems and or critical care experience

　　• Ability to engage patients and team members utilizing the CMH Experience Standards i. I am creating a warming, caring, and non-judgmental environment

　　ii. I am actively listening and seeking information

　　iii. I am honest, truthful, and consistent

　　iv. I am respectful, treating all individuals with dignity and empathy

　　v. I am serving as a role model, taking both initiative and ownership when appropriate

　　vi. I am working collaboratively and demonstrating teamwork

　　vii. I am resilient and adapt to change in positive ways.

　　• Demonstrated ability to direct and triage in a highly fluid dynamic operational environment.

　　• Ability to collaborate with all layers of the management/ administration team.

　　If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

　　AT CENTRAL MAINE HEALTHCARE YOU ARE AT THE CENTER OF EVERYTHING WE DO

　　Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community. We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family’s high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities. To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community.

　　Central Maine Healthcare System

　　The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group. Lewiston’s Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties. As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient’s experiences and in the experiences we create within our teams.

　　If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today!

　　Diversity and Equal Employment Opportunity

　　CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.