Patient Flow Coordinator

Description

Job Summary: 

The PFC will be a member of the Provider Care Team with a primary responsibility of coordinating the flow of patients through managing phone calls, schedules, supplies, equipment and assisting provider and nurse with various clinical responsibilities as requested. Serves as the point of contact for the patient to the Care Team, assisting in the daily and continuous management of provider schedule and monitoring of patient flow. This role supports the clinical assessment team by assuring rapid response to requests for services.

Essential Functions:

· Work collaboratively with registration, PSRs, CMAs, providers to minimize length of patient visits, address triaging issues and deal with patient complaints

• Continuously monitor and prioritize patient      encounters, waiting times, and exam room utilization/optimization, and      overall patient flow. Ensure appropriate triage as necessary.
• Monitor and minimize wait times offering      options to patients and making adjustments to schedule/services as      necessary to facilitate excellent patient service and meet patient      satisfaction benchmarks
• Continuously monitor and adjust provider and      CMA schedules to ensure efficient delivery of service and adequate      break/lunch times. This includes the authority to make changes in staffing      patterns and/or duties to assure optimum flow and patient satisfaction. Decisions      will be made in coordination with other clinic leaders. 
• Promote continuous communication that      creates and maintains a teamwork approach and effective patient service
• Contributes to achieving health center      productivity goals
• Maintain a presence through the end of the      day ensuring: all labs are requisitioned; facilitate providers and CMAs      leaving on time and not incurring overtime; all rooms are cleaned for the      next business day. PFC should normally be the last CMA left on the floor      at end of day.
• Coordinates and facilitates the non-clinical      activities of the patient care area through acting as a liaison with the      nurse, physician, and ancillary staff 
• The PFC      assist nursing unit supplies; monitors patient confidentiality;      maintains a hazard-free work environment
• As appropriate, responds to patient/visitor      requests and complaints; escalates requests/complaints to the appropriate      staff as necessary
• The PFC responds      to phone calls, faxes, and e-mail requests for information, clinical and      other non-clinical information
• Works with registration regarding patient assignment
• Communicates patient flow issues to Supervisors,      critical thinking, and communicate ways to improve the process
• Ensures Medical Assistants (MA) know      preventive measures and test to preorder before provider goes into the      room
• Works with CMA to get BHC, Nutrition, and      Case Management services
• Helps to locate available resources and      coordinates information to support patient disposition
• Gathers information and develops reports      outlining activities as directed including volume, response time, and      outcomes
• Ensure full compliance with regulatory      agencies’ standards (Joint Commission, PCMH)
• Ensure that electronic and paper medical      information is kept in a complete, safe, organized, and confidential      manner. This includes but is not limited to charts, referral forms, and      lab slips
• Work collaboratively with Clinical      Supervisors, and provide coverage in these areas as needed
• Ensure that SHS policies and procedures are      followed
• Assess and triage walk-in patients to      determine urgent/emergent status, and determine appropriate course of      action
• Provide education to patients as needed
• Clinical duties commensurate with level of      training. (LPN vs MA)
• Attend and participate in Center meetings as      requested, including but not limited to the Quality Improvement Committee      and Supervisors’ meetings
• Special projects and other duties as assigned

Requirements

Minimal Qualifications:

· Minimum of High School Diploma 

• Licensed Practical Nurse 5 years’ experience or
• Certified Medical Assistant certificate from a      college or technical school preferred – 7 years’ experience

· BLS certification

· Computer literacy (Microsoft Office)

· Outpatient facility experience is required

· The ability to negotiate and collaborate with members of healthcare teams in order to provide patient centered care that is consistent with clinical standards

· Strong communication and interpersonal skills to communicate to and orient patients and their families through collaboration with the healthcare teams

· The ability to prioritize workload and to delegate appropriately to ancillary staff

· Written and oral communication skills and medical terminology experience preferred

· Computer knowledge and skills preferred

· The ability to stand and move 90% of the day is required.

Other Skills & Knowledge 

Incumbent required to be self-motivated and be able to work independently. Requires physical demands associated with clinical practice.