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Support Agent - RTMC

Primary Location Hillsboro, Oregon Job Number 1030708 Date posted 03/10/2022
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This position is represented by the OFN Technical bargaining unit.  Functions as the primary coordinator for patient transfers, bed placement, ambulance ordering, and hospital coordination. Appropriately manages or triages all incoming calls to Regional Telephonic Medicine Center (RTMC) according to protocols. Supports clinical staff at the RTMC within their protocols and scope of practice, including all work associated with Virtual Hospital and Mobile Health Partnership program.

Essential Responsibilities:

  • Answers all incoming calls to RTMC. Performs intake and triages information, directs all calls to the appropriate resources, including RTMC MD, Virtual Hospitalist Case Managers, and Mobile Health Partners program. Document all phases of patient transfers, referrals, critical labs and urgent appoints per protocol.

  • Coordinates all ED transfers,  inpatient bed  placement and ambulance transport. Interfaces with Hospital HAS, PFC, bed board and Physicians to assess the hospital capacity and ability to accept the patient. Coordinates MD to MD consults for hospital admissions and transfers.

  • Coordinates and tracks all patient ED visits and internalize appropriate repatriations under current protocols (Premanage, HOSCAP, etc.).

  • Participates and assists with internal quality assurances, insurance verification,  chart reviews and data entry.

  • Maintains in-depth knowledge of all departmental policies and procedures as well as key hospital operations and emergency transport resources (such as Rotor wing, fixed wing, Critical Care Teams). Maintains awareness of community services and capacity of outside medical and hospital systems.

  • Assist with other RTMC duties as needed.

Basic Qualifications:



  • Minimum of two (2) years of experience working as an EMT or Paramedic.



  • N/A


License, Certification, Registration

  • N/A


Additional Requirements:

  • Oregon, Washington or National certification as an EMT - Intermediate or EMT - Paramedic in state where assigned required upon hire/transfer. Experience within the last year as a KPNW RTMC Support Agent may substitute for required certification. Post hire into Support Agent Position, maintenance of the EMT Certification is optional.

  • Excellent inter-personal and oral and written communications skills.

  • Excellent multi-tasking ability.

  • Effective in conflict resolution and team building.


Preferred Qualifications:

  • Minimum two (2) years of experience working at Kaiser Permanente.

  • Proficient in MS office programs, to include Word, Excel, and Access.



  • Monday-Sunday variable days of week, holidays and weekends On Call

Primary Location: Oregon,Hillsboro,Tanasbourne Regional Contact Center Scheduled Weekly Hours: 1 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 06:00 AM Working Hours End: 11:30 PM Job Schedule: Call-in/On-Call Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: W02|AFT|Local 5017 Job Level: Individual Contributor Department: HILLSBORO REGIONAL CONTACT CTR - Appointment/Reception - 1008 Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.