AddressSystem Patient Flow Coordinator
Full-time / Evening-Shift (11:30am-12:00am)
UM Capital Region Health- Laurel, MD
POSITION SUMMARY
The System Patient Flow Coordinator is responsible for the overall flow of patients in and through the Emergency Department and Observation at Laurel Regional Medical Center, as well as Bowie Health Center ED The Flow Coordinator will also oversee Patient Flow of the Outpatient Surgery Center. The position will coordinate patient admissions from the Emergency Departments to other acute care facilities or when needed to the Prince George’s Hospital Center Emergency Department from Laurel and Bowie. The Flow Coordinator collaborates with the system physicians as well as the administrative and management staff at all facilities to ensure that optimal care is provided for the admitted patient until the patient can be safely transferred to include the management of bed placement and assisting with management and placement of critically ill patients. The System Patient Flow Coordinator will also collaborate with staff at other hospitals to facilitate a smooth transition for the patient from the ED to the respective hospital for admission.
Principal Duties:
1. Manages front line operations to ensure a smooth patient transfer/transition to the Observation Unit, acute care facility, home discharge or other disposition destination in accordance with departmental goals.
2. Acts as a physician liaison with the anticipated patient’s disposition plan and the timely update of the plan of care with the physician.
3. Directs and leads the nursing staff as required to maintain prioritization and Patient Flow.
4. Monitors room availability and turnover to maintain Patient Flow.
5. Alerts clinical staff to impending patient disposition.
6. Expedites patient movement to designated disposition areas.
7. Monitors tracking board, oversees use of tracking board for providers and keeps data current.
8. Sets priorities for patient placement by setting priorities for admits and discharges.
9. Coordinates with administrative and management staff bed placement and Patient Flow and remediates barriers to Patient Flow including bed availability, status upgrade to critical, increased length of stay need for specialty services (trauma, cardiology, neurology, labor and delivery, etc) and other issues.
10. Participates in “Bed Huddles” and reports patients census, length of stay, potential admissions and type of beds needed, staffing needs/status, number of “borders” and other current information.
11. Provides clinical intervention when needed with patients and at all times provides clinical expertise and consultation to all caregivers.
12. Collaborates with location Charge Nurses to determine who meets criteria for Observation unit and other Patient Flow issues.
13. Reports status of Patient Flow processes and team performance at ED Committee and Patient Throughput meetings.
14. Troubleshoots throughput problems in a timely manner to include process modifications.
15. Enforces quality measures for patient wait times with clinical staff.
16. Intervenes in patient relation issues to ensure patient satisfaction as well as patient safety and alerts nursing leadership as appropriate.
17. Consults with admitting physicians to assess the Inpatient status of patients in the Emergency Departments.
18. Collaborates with the Administrative Coordinator, ED Charge Nurse, Care Management and Bed Control for patient placement.
19. Ensures the accuracy and completeness of Stroke patient Stemi, Sepsis patients prior to disposition.
20. Conducts safe and effective handoffs of patient admissions to other clinical staff at other facilities when necessary.
21. Maintains accessibility by phone at all times during shift.
22. Performs related work as assigned.
Customer Service:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer’s information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.
Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences.
5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department.
Communication Etiquette:
1. Respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions.
2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.
Self Management:
1. Reports to work appropriately groomed and in compliance with the Hospital’s dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adhere to all department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres departmental confidentiality statement.
