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Patient Flow Coordinator

3 months ago

Philadelphia, United States Spectrum Health Services, Inc Full time
Job DescriptionJob 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, exam room utilization/optimization, and overall patient flow.
  • Monitor and minimize wait times offering options to patients and adjust 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. Executes changes in staffing that is directed by Clinical Practice Manager and/or duties to assure optimum flow and patient satisfaction. Decisions will be made in coordination with other clinic leaders.
  • Promotes communication that ensures effective patient customer 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 assists with maintaining 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 and Practice Manager, critical thinking, and communicate ways to improve the process
  • Ensures Medical Assistants (MA) know preventive measures and tests 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 other medical meetings as requested.


Minimal Qualifications:

  • Minimum of High school diploma
  • 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.
  • Licensed Practical Nurse 5+ years' experience or
  • Certified Medical Assistant certificate from a college or technical school preferred - 7+ years' experience