Position Classification Description

Position Class Code / Title: S0032 / Coord,Referral Services
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 08

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.


Facilitates all incoming patient transfers to UNM HSC from outlying facilities around the city, state and sorrounding areas (Arizona, Colorado, Texas) and occassionally other states. Maintains on-call rotation for 24/7/365 coverage. Works without direct supervision, and routinely independently, in a fast paced healthcare environment that deals with emergent patient care issues requiring immediate response and resolution, with high complexity of decision making and prioritizing. Provides access to the UNM HSC for physicians and tertiary care providers regarding patients statewide.

Duties and Responsibilities

  1. Serves as primary contact for patient transfers to UNM HSC; coordinates consultations between outlying medical providers and UNM HSC specialists, and ensures timely follow-up and response.
  2. Triages and analyzes calls to determine appropriate specialist to be called; advises caller, and redirects calls when necessary.
  3. Requests and records all pertinent medical information provided; electronically enters data for all calls, to include demographic data, service provided, and disposition; maintains daily statistics on types of calls received.
  4. Coordinates transfer of routine admissions, as well as trauma and emergency cases, dispatching Lifeguard transport when necessary.
  5. Receives disaster information, and pages and notifies appropriate personnel as necessary.
  6. Answers and screens all calls, including transferring or holding calls; takes messages, relays information, and pages physicians.
  7. Maintains database of regional physician contact information, in order to expedite call handling.
  8. Provides referring physicians with medical discharge or consultation reports relating to patient transfers.
  9. Coordinates activities related to repair and maintenance of equipment and identification of system deficiencies.
  10. Trains new employees.
  11. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 3 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Ability to communicate effectively, both orally and in writing.
  • Knowledge of customer service standards and procedures.
  • Analytical and problem solving skills.
  • Knowledge of community health care and community services.
  • Ability to operate a multi-line telephone system.
  • Knowledge of human anatomy, medical terminology and procedures.
  • Strong customer service, interpersonal, and communication skills.
  • Ability to work effectively, independently, and in team environment with a wide range of constituencies in a diverse community.
  • Ability to communicate medical information calmly and effectively to healthcare professionals under emergent circumstances, both orally and in writing.
  • Ability to gather data, compile information and maintain confidentiality of records and patient information.
  • Availability to work on a 24-hour on-call basis, working flexible hours to include day shift, swing shift, graveyard shift, weekends, holidays and during inclement weather.
  • Organizing and coordinating skills with the ability to develop and maintain filing systems, organize resources and establish priorities.
  • Strong computer skills including database management, medical software, word processing, spreadsheeting, e-mail and the internet.
  • Knowledge of organizational structure, workflow, and operating procedures.
  • Ability to work without direct supervision, using independent judgment to manage and impart confidential information while maintaining HIPAA compliance.
  • Ability to maintain composure within a demanding, highly stressful, environment.
  • Ability to foster a cooperative work environment.

Working Conditions and Physical Effort

  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017