Facilitates patient flow in collaboration with departmental clinical resource and other appropriate personnel. Ensures real-time escalation of issues impeding patient placement, flow and throughput. Assists in the facilitation of patient transfer requests as well as provider to provider consult requests. Maintains on-call rotation for 24/7/365 coverage and routinely works independently with limited supervision in a fast paced healthcare environment that deals with emergent patient care issues requiring immediate response and resolution, with high complexity of decision making and prioritizing. Ensure adherence to Hospital and Departmental Policies and Procedures. No patient care assignment.
CUSTOMER SERVICE - Serves as a customer representative for patient placement, consult and transfer needs, to include both external and internal customers that include providers, nurses, patients and families
PATIENT FLOW - Utilizes systematic process to maintain patient flow proactively communicating with administrative supervisors, unit RN supervisors and internal departmental resources
COLLABORATE - Collaborates with administrative supervisors and unit RN supervisors in the use and management of capacity management codes
COMMUNICATION - Receives disaster information, pages and notifies appropriate personnel as necessary
COMMUNICATION - Answers and screens calls utilizing a multi-line telephone system, including transferring or holding calls; takes messages, communicating necessary information to ensure customer satisfaction
RESOURCES - Utilizes community resources through partnerships for patient placement and transfers
KNOWLEDGE - Applies in-depth knowledge and use of patient flow software to include independent resolution and escalation of issues
CONTACTS - Assists in maintaining a database of area physician contact information, in order to expedite call handling
EQUIPMENT - Coordinates activities related to repair and maintenance of equipment and identification of system deficiencies
TRAINING - Assists in the direct training and success of new staff
DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops
High School Diploma or GED equivalent
3 years directly related experience
Physical Demands Requirements:
Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Working Conditions Requirements:
No or min hazard, physical risk, office environment
May be required or is required to perform on-call duties
May be required to work rotating shifts, holidays and weekends
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.