[Hiring] Patient Flow Coordinator @Northwestern Memorial Healthcare

Role Description

Orientation will take place at Streeterville and South Loop ICC, with the post-orientation period location being at Old Irving Park ICC, with the option to float to Streeterville ICC and Bronzeville ICC in the future.

The Patient Flow Coordinator (PFC) reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The PFC’s role is to identify and intercede with patients that would benefit from inclusion into ICC care initiation protocols and initiate care to improve throughout. The job duties of a PFC include providing an assessment of qualified ICC patients via an initial telephone encounter. Specific duties include:

• Asking relevant questions of a patient to assess their clinical needs.
• Documenting the conversation in Epic and following a standard process of care to expedite care.
• Working autonomously within the guidelines set by ICC medical leadership.
• Efficiently operating in a fast-paced environment.
• Working 12 hour shifts, including weekend and holiday requirements.
• Completing in-clinic orientation.
• Having Emergency Department or Urgent Care Nurse experience.

Responsibilities include:

• Ability to use personal computers and select software applications.
• Determine and communicate each ICC locations’ daily status (open to walk in or volume control) by updating the Epic message log.
• Introduce oneself, identify patient, and provide customer service excellence according to NM standards.
• Maintain patient privacy/confidentiality during phone calls.
• Demonstrate age-related competency.
• Monitor the North, Northwest, Central, South, and West Regions Immediate Care Center’s waiting rooms as assigned through Epic ED Manager.
• Demonstrate proficiency in documentation within the patient’s electronic medical record (EMR).
• Determine ICC patient eligibility for specific ICC patient care protocols based on arrival chief complaint.
• Quickly and confidentially direct appropriate resources based on severity of a patient’s current symptoms.
• Recognize an emergent waiting room patient and alert the in-clinic team for immediate response.
• Provide all pertinent information after analyzing the health concerns of the patient.
• Communicate to patients the plan of care/diagnostic testing to be initiated per the ICC protocol.
• Place orders for diagnostic lab, x-ray, and cardiology orders in Epic based on Emergency Triage Nurse protocol list.
• Knowledge of each North, Northwest, Central, South, and West Region ICC department locations and patient flow process.
• Efficiently communicate with ICC staff verbally and through the track board to activate orders.
• Assist in the coordination of Telemedicine Conversion eligible patients.
• Communicate and update telehealth provider via Telehealth section on Epic track board.
• Participate in the orientation of new employees, provide feedback, and attend staff meetings and huddles.
• Other duties as assigned.

Behavioral expectations include:

• Ability to function independently and as part of the ICC team.
• Excellent at multitasking in a fast-paced environment.
• Excellent critical thinking and high tolerance for ambiguity.
• Responds effectively to changes in ICC workflow.

Qualifications

• Registered Nurse License issued by State of Illinois.
• Current CPR certification.
• BSN or higher.
• Previous Emergency Department or Urgent Care triage experience.

Requirements

• At least 3 years’ experience in an emergency department setting (preferred).
• TNCC or TNS Certification (preferred).
• Proficient with Epic electronic charting system (preferred).
• Immediate care background (preferred).

Benefits

• Wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being.
• Protection for unexpected life events.
• Sign-on Bonus Eligibility (if sign-on bonus offered for position).