Appalachian Regional Healthcare


    Job Locations US-KY-Hazard
    Posted Date 1 week ago(12/7/2018 2:27 PM)
    Requisition ID
    # of Openings
    System- Hazard
    Position Type
    Regular Full-Time
    Day Shift
  • Overview

    The Command Center Clinical Nurse Manager (CNM) provides shift supervision and support to Command Center personnel in order to promote safe quality patient transfer in a professionally supportive environment while working alongside Command Center Transfer Coordinators to answer calls and coordinate requested patient transfers. The position is responsible for directing and coordinating patient transfer through standards/processes established for the ARH Command Center along with development of new processes to adapt to the changing needs of the center. The Command Center CNM will serve as a support to transfer coordinators within the Command Center utilizing critical thinking skills, experience, knowledge of EMTALA and patient transfer, as needed to facilitate basic and complicated patient transfers. The Command Center CNM will consistently anticipate and critically think through problems/potential issues and take initiative to resolve and provide service recovery with minimal direction. The CNM will escalate concerns by communicating appropriately with the director. The CNM will participate in and receive calls and coordinate patient transfers, perform scheduling/staffing duties and perform other various duties within the Command Center as needed and/or assigned.


    The Command Center Clinical Nurse Manager will perform/delegate one or more duties. These duties may include, but are not limited to:

    • Answer calls and perform call center functions in a responsive manner to coordinate transfer of patients to a final destination facility with quality and efficiency
    • Direct, oversee, and assist all command center personnel during a scheduled shift to facilitate patient transfers, maintaining communication with all parties including but not limited to referring/accepting providers, hospital bed coordinators/patient placement departments, and others as applicable to ensure quality transfer of patients
    • Maintain a high degree of familiarity and demonstrate compliance with all established policies and procedures related to coordination of patient placement and transfer
    • Demonstrate exceptional customer service skills with internal/external customers
    • Use problem solving/critical thinking skills and knowledge of EMTALA regulations to determine the best course of action to generate the best patient clinical outcome
    • Use critical thinking to assist in assessing situations and improve department decision making and action
    • Follow up with referring and receiving providers to gather feedback and ensure a seamless transfer process
    • Maintain a high degree of familiarity with and demonstrate compliance with established policies and procedures related to coordination of patient placement and transfer
    • Assist in Performance Improvement activities including, but not limited to: data collection, monitoring, evaluation and analyzing of patient transfer calls/transfers
    • Assist in development of protocols, policies, and procedures
    • Performing staffing duties including, but not limited to: development of staff schedules, adjustment of schedules as needed/required, securing staff to cover staff call-ins, calling staff off when needed, and other time/staffing requirements
    • Assist in preparation of area/department/unit budgets, routine and special reports, and other documents as necessary
    • Participate in planning, development, and implementation of training/on boarding of new staff including, but not limited to, initial development of training material, ongoing education material, and competency evaluation tools as need for the Command Center personnel
    • Participate in professional development activities
    • Lead shift staff meetings
    • Maintain personnel records and related information as required
    • Consistently communicate information to the Director of Command Center in a timely, accurate, and concise manner
    • Maintain privacy of all patients and confidentiality of patient and center information at all times



    • Graduate of an accredited school of nursing
    • BSN preferred
    • Registered Nurse License (State of Kentucky or Compact State)
    • BLS Required
    • ACLS Preferred

    Minimum Work


    • A minimum of 5 years of relevant experience in an acute care hospital setting with demonstrated management potential and proficient clinical skills.
    • Experience in Critical Care/ Emergency Department preferred

    Required Skills, Knowledge, and Abilities:

    • Knowledge and basic understanding of EMTALA guidelines
    • In depth knowledge of the health service delivery field as well as a general working knowledge of all areas of a healthcare organization
    • Ability to prepare and maintain accurate records
    • Ability to adjust in a fast paced environment while maintaining a positive and calm attitude in all contacts
    • Basic computer literacy/data entry and technology skills
    • Critical thinking and problem solving skills
    • Ability to work independently and as a team member
    • Excellent communication and telephone skills
    • Excellent organization skills and ability to multi-task
    • Demonstrates leadership qualities with integrity
    • Ability to resolve complaints, problems, and issues with tact and focus on service excellence
    • Embodies a philosophy of service and patient centered care


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