Manager Transfer Center Operations

The Director, Transfer Center Operations provides operational leadership and oversight for the day-to-day performance of the Transfer Center, ensuring safe, timely, compliant, and customer-focused coordination of patient transfers across the health system. This role translates strategic priorities set by the executive leader into executable workflows, staffing plans, performance management, and continuous improvement initiatives. The Director ensures consistent execution of transfer intake, clinical coordination, acceptance/placement facilitation, documentation standards, escalation processes, and service recovery. The position partners closely with nursing and physician leaders, capacity/bed management, ED/ICU leaders, transport partners, and referring facilities to optimize patient flow, improve transfer cycle times, and deliver a high-quality referral experience.

Experience: 5 years Clinical Operations Experience, Leadership

Education: Bachelor''s Degree (BSN)

Licensure/Certification: Active RN License

1. Operational Leadership & Execution

• Directs daily Transfer Center operations to achieve service standards for speed, accuracy, customer experience, and patient safety; ensures reliable coverage across all shifts and demand patterns.
• Leads daily management systems (huddles, staffing checks, backlog/queue management, escalation monitoring, performance reviews) to maintain real-time operational control.
• Ensures consistent execution of transfer workflows including intake, clinical prioritization (as applicable), provider communications, bed/placement coordination handoffs, transport coordination, and documentation completion.
• Coordinates escalation pathways for capacity constraints, specialty acceptance barriers, critical transfers, and service recovery cases; ensures timely communication to internal leaders and the Sr. Director.

2. Performance Improvement, Quality & Compliance

• Owns KPI performance for Transfer Center operations (e.g., speed to answer, abandonment rate, time to acceptance, time to bed assignment, transfer turnaround time, placement accuracy, facility satisfaction, documentation compliance).
• Implements and monitors quality assurance processes such as call reviews, documentation audits, case reviews, and targeted coaching; identifies recurring defects and drives corrective action.
• Ensures regulatory and policy compliance (including EMTALA-related workflows as applicable, privacy/security, documentation, and clinical communication standards); partners with compliance/quality as needed.
• Leads continuous improvement using structured methods (Lean/PDCA) to reduce delays, improve standard work, and eliminate rework; documents workflows and trains staff to sustain improvements.

3. People Leadership & Workforce Management

• Manages and develops staff (supervisors, RNs/coordinators/specialists as applicable) through hiring, onboarding, competency validation, coaching, performance management, and retention initiatives.
• Maintains staffing and scheduling models aligned to volume patterns, service line demands, and seasonal trends; manages overtime and productivity targets.
• Builds a culture of accountability and service sets expectations for communication quality, professionalism, and responsiveness to referring providers and internal partners.

4. Stakeholder Partnership & Customer Experience

• Partners with internal stakeholders (ED/ICU, service lines, capacity/bed management, nursing leadership, hospital leadership) to improve transfer execution and resolve operational barriers.
• Supports referring-provider relationships through service recovery, proactive communication, and process clarity; ensures consistent customer experience across sites.
• Creates and delivers operational reporting and insights for leadership; provides recommendations to improve throughput and service reliability.

5. Technology Enablement & Reporting

• Optimizes daily use of platforms/tools (EHR workflows, transfer platform, telephony, secure messaging, bed tracking) to ensure accurate documentation and minimal operational friction.
• Partners with IT/informatics on enhancements, testing, training, and adoption for upgrades; identifies requirements from frontline workflow needs.

1. Operational Leadership & Execution

• Directs daily Transfer Center operations to achieve service standards for speed, accuracy, customer experience, and patient safety; ensures reliable coverage across all shifts and demand patterns.
• Leads daily management systems (huddles, staffing checks, backlog/queue management, escalation monitoring, performance reviews) to maintain real-time operational control.
• Ensures consistent execution of transfer workflows including intake, clinical prioritization (as applicable), provider communications, bed/placement coordination handoffs, transport coordination, and documentation completion.
• Coordinates escalation pathways for capacity constraints, specialty acceptance barriers, critical transfers, and service recovery cases; ensures timely communication to internal leaders and the Sr. Director.

2. Performance Improvement, Quality & Compliance

• Owns KPI performance for Transfer Center operations (e.g., speed to answer, abandonment rate, time to acceptance, time to bed assignment, transfer turnaround time, placement accuracy, facility satisfaction, documentation compliance).
• Implements and monitors quality assurance processes such as call reviews, documentation audits, case reviews, and targeted coaching; identifies recurring defects and drives corrective action.
• Ensures regulatory and policy compliance (including EMTALA-related workflows as applicable, privacy/security, documentation, and clinical communication standards); partners with compliance/quality as needed.
• Leads continuous improvement using structured methods (Lean/PDCA) to reduce delays, improve standard work, and eliminate rework; documents workflows and trains staff to sustain improvements.

3. People Leadership & Workforce Management

• Manages and develops staff (supervisors, RNs/coordinators/specialists as applicable) through hiring, onboarding, competency validation, coaching, performance management, and retention initiatives.
• Maintains staffing and scheduling models aligned to volume patterns, service line demands, and seasonal trends; manages overtime and productivity targets.
• Builds a culture of accountability and service sets expectations for communication quality, professionalism, and responsiveness to referring providers and internal partners.

4. Stakeholder Partnership & Customer Experience

• Partners with internal stakeholders (ED/ICU, service lines, capacity/bed management, nursing leadership, hospital leadership) to improve transfer execution and resolve operational barriers.
• Supports referring-provider relationships through service recovery, proactive communication, and process clarity; ensures consistent customer experience across sites.
• Creates and delivers operational reporting and insights for leadership; provides recommendations to improve throughput and service reliability.

5. Technology Enablement & Reporting

• Optimizes daily use of platforms/tools (EHR workflows, transfer platform, telephony, secure messaging, bed tracking) to ensure accurate documentation and minimal operational friction.
• Partners with IT/informatics on enhancements, testing, training, and adoption for upgrades; identifies requirements from frontline workflow needs.