Patient Flow Coordinator

Medavie•Dartmouth, NS

3d•Hybrid

About The Position

The Patient Flow Coordinator position is integral to the function and success of patient flow within the EHS system. Reporting to the Patient Flow Supervisor (PFS), Patient Flow Coordinators (PFC) will work in close collaboration with the EHS Medical Communications Centre team and Nova Scotia Health (NSH) partners, and others to improve efficiency of patient flow and transfer coordination and booking via EHS. Under the direction of the PFS, the incumbent will work with the MCC, Operations and LifeFlight to facilitate efficient patient flow throughout Nova Scotia. The PFC will work to develop a thorough understanding of patient flow within NSH and, in turn, work closely with NSH C3, Patient Flow and other key roles for optimized EHS transfer booking, coordination and prioritization to meet patient and health system needs. The PFC will be expected to spend at least 50% of their working hours at the NSH Care Coordination Centre (C3), where they will work closely with access and flow leadership throughout the province to effectively prioritize and coordinate inter-facility transfers via EHS. Work schedule may be comprised of eight 8- or 12-hour shifts, including days, evenings, nights, weekends, and holidays. The PFC must be able to recognize potential and actual call-taking and dispatching concerns and escalate for resolution. The completion of regular reports (as required and assigned and working with the EMC Patient Flow Supervisor to identify opportunities for improvement.) As an employee of EMC, we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe and respectful workplace.

Requirements

Minimum grade 12
Minimum 3 years' experience in a health setting
Strong background in customer service a necessity
Strong ability to build and maintain professional networking and relationships, excellent communication, and collaboration skills.
Highly organized with strong time management skills and proven ability to prioritize with excellent decision-making skills; can identify issues that require early escalation and support.
Demonstrate the character to lead staff through reprioritization of demands from external stakeholders, and explain processes and procedures, when needed.
Strong computer skills, including proficiency in all Microsoft Office applications (Word, Excel, PowerPoint etc.) required, and ability to learn new programs easily.
Strong understanding of patient confidentiality.
Ability to work independently as well as within a team environment.

Nice To Haves

Licensed as a healthcare provider in Nova Scotia as an asset, such as paramedic with College of Paramedics of NS or other.
Experience in patient flow, patient coordination role an asset; experience with patient bookings and scheduling a strong asset; experience as a paramedic or working in emergency medical services an asset.
Experience working in project teams an asset.
Strong practical knowledge of Medical Communications practices is a strong asset.

Responsibilities

Support EHS Patient Flow within EHS system and in collaboration with Health System Partners
Daily booking and coordination of EHS transfers to ensure optimization and re-prioritization as required to meet individual patient needs and health system needs.
Work to plan transfers to optimize the use of EHS resources (such as multiple patients booked for concurrent transfers in Medical Transport Service units and Non-Critical Care LF transport).
Under the guidance of the PFS, establish points of contact and build relationships with NSH partners for each zone.
Build professional relationships with MCC, Operations, and LifeFlight members to ensure effective collaboration.
Support NSH demand with regard to priority transfers.
Planning of long-haul transfers for the next operational period.
Identification and coordination of patients eligible for transfer with the Non-Critical Care Team (NCCT).
Demonstrate discretion and assure privacy and confidentiality and ensure appropriate documentation.
Propose and participate in patient flow initiatives within the EHS and NSH systems.
Identify significant issues and trends in the delivery of care, particularly with transfers and/or delays.
Make suggest the goal improvement and comply with process and policy changes with a goal of continued operational efficiency in EHS transfers and patient flow.
Participate in committees and working groups as needed and directed.
Participate in continuous professional development and training associated with the position.
Support and act as resource to the PFS within all aspects of patient flow.