Patient Flow Coordinator

Planned Parenthood of Wisconsin, Inc.•Wauwatosa, WI

22h•Onsite

About The Position

At Planned Parenthood of Wisconsin, Inc. (PPWI), we work to provide quality, affordable health care services, comprehensive education, and strong advocacy. We serve over 60,000 patients annually in 18 health centers statewide, making us the largest and most trusted reproductive health care provider in Wisconsin. Our goal is to help keep Wisconsin safe, healthy and strong! This is an excellent opportunity for a Patient Flow Coordinator (40 hours/week) at our Wisconsin Avenue Family Planning Health Center! As a valuable member of our team, all Patient Flow Coordinators are provided paid training to learn how to deliver clinical care and how to complete medical administrative tasks. The Patient Flow Coordinator is responsible for the daily health center patient flow, serving as the subject matter expert in center efficiency and productivity. This role involves developing and maintaining center specific systems to meet productivity performance benchmarks, reduce patient wait times, and ensure a positive patient experience. Key duties include triaging waiting patients, managing daily staff and patient schedules, and delegating roles and responsibilities to center staff as needed.

Requirements

Must be committed to quality healthcare, excellent customer service and the vision and values of Planned Parenthood of Wisconsin, Inc.
Must be committed to diversity, equity, inclusion, and belonging.
Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
Ability to relate to diverse communities and be sensitive to cultural and ethnic differences among staff and patients.
Ability to work independently and as a team member.
Proven written and verbal communication skills.
Demonstrated critical thinking and decision-making skills in a fast-paced environment.
Accuracy and attention to detail essential.
Ability to read and implement written instructions.
Ability to physically assist a patient in distress.
Ability to take the initiative to make changes in staffing patterns and duties and to utilize resources effectively.
Demonstrated ability to create and maintain a teamwork approach to center flow and morale.
Ability to maintain composure under stress.
High school diploma required.
Two-years related work experience required, preferably in a medical environment.
CPR Certifiable.
Valid driver’s license and auto insurance in accordance with agency liability standards may be required (if position requires occasional regional and/or statewide travel).
Must have transportation (if position requires occasional regional and/or statewide travel).

Nice To Haves

Associate or college degree preferred.
Reproductive health care experience preferred.
Bilingual skills (English/Spanish).
Venipuncture skills / IM injection skills.

Responsibilities

Develop and maintain a system for optimal center flow in partnership with the Center Manager.
Facilitate flow that meets productivity performance benchmarks, reduces patient wait times and encourages a positive patient experience.
Ensure Clinicians maximize productivity by arranging patient charts to keep all rooms filled.
Continuously monitor and prioritize waiting patients.
Ensure appropriate triage and delegate duties and responsibilities as necessary especially during heavy traffic hours.
Continuously monitor and minimize wait times offering options (reschedule birth control, etc.) to patients and make adjustments to services as necessary.
Continuously monitor and adjust daily patient and staff schedules.
Make decisions regarding accommodation of walk-ins, late patients, emergency appointments, etc.
Provide regular and on-going feedback to Center Manager regarding flow and scheduling issues.
Promote continuous communication between front and back office staff that creates and maintains a teamwork approach.
Ensure communication with call Center (UPIC & Nurses’ Call center) to adjust schedules when necessary.
Communicate with staff if they are not keeping up with required center flow.
Communicate and prioritize daily center assignments.
Coordinate next-day readiness including collaborating to ensure rooms are stocked, etc.
Regularly monitor cancellations and no-shows in order to fill available slots.
Facilitate translation services, referral processes and mandatory reporting as needed to manage center flow.
Assist Center Manager in tracking daily productivity.
Provide input on staffing needs to Center Manager.
Assess and provide input towards training needs and ensure applicable staff is trained to provide flow facilitation as needed.
Assist in all aspects of the RHA role as needed to assure productivity and client satisfaction goals are consistently met.
Adhere to agency’s policies, procedures, and protocol.
Greet patients, answer phones, refer calls, make appointments.
Prepare and assemble charts, checking for completeness, errors, signature and appropriate assembly.
Process lab results and file requisitions / charts.
Maintain patient records.
Access client finances, which may include verifying insurance, health plan authorization and Title 19 cards; collect fees per agency guidelines; complete appropriate forms and obtain signatures per agency policy.
Complete related financial / statistical paperwork for clients.
Copy / transfer charts as needed.
Assess medical complaints.
Refer medical complaints / questions.
Monitor clinic flow.
Input and update computer patient data information.
Obtain medical history, interview and educate clients ensuring informed consent.
Handle difficult counseling situations with clients on such subjects as rape, STIs, and risks of sexual activity for early teens.
Perform basic lab work (Hgb, pregnancy tests, urine dipsticks, Rh testing, etc.).
Package specimens for outside lab tests.
Obtain vital signs (blood pressure, height, weight, hgb, etc.).
Accompany clients during procedures, as necessary.
Clean and sterilize equipment.
Assist Nurses and Clinicians, as needed.
Perform venipuncture and IM injections, as necessary.
Perform pregnancy testing and education.
Performs options education per agency protocol, making appointments / refers for follow-up medical services.
Comply with infection control, safety and emergency guidelines.
Participate in health center efforts to achieve established goals for productivity.
Participate in health center/affiliate efforts to achieve established revenue cycle goals.
Create & maintain medical documentation in an EHR system in compliance with EHR policies and procedures.
Work to ensure client satisfaction.
Adhere to affiliate goals, policies and standards of conduct in terms of professionalism.
Assist center staff in achieving 60 minute visits as well as answering phones professionally.
Provide appropriate resources as necessary.
Stock exam and interview rooms.
Follow inventory control policies and assist in monthly inventory, as needed.
Display initiative in maintaining a neat and tidy appearance in all areas of clinic, including office cleaning as needed.
Prepare center for opening and secure for closing, as required.
Act as a mentor / role model for new staff.