ICC Patient Flow Coordinator - Immediate Care Part-time

About the role

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.

Responsibilities

• Determine and communicate each ICC locations’ daily status (open to walk in or volume control) by updating the Epic message log and sign into each ICC location assigned to him/her for that shift.
• Introduce oneself, identify patient, establish positive first impression with patient and provide customer service excellence according to NM standards.
• Maintain patient privacy/confidentiality during phone calls.
• Demonstrate proficiency in the documentation within the patient’s electronic medical record (EMR), timely and accurately.
• Demonstrate the ability to determine ICC patient eligibility for specific ICC patient care protocols for select patients based on the arrival chief complaint and evaluation via telephone.
• Quickly and confidentially direct appropriate resources based on severity of a patient’s current symptoms.
• Provide all pertinent information after analyzing the health concerns of the patient. Document your conversations and follow a standard process of care to gain the necessary information to evaluate a patient and assign diagnostic.
• Communicate to patients the plan of care/diagnostic testing to be initiated per the ICC protocol.
• Ability to place the order 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, including ICC and hospital radiology services.
• Ability to efficiently communicate with ICC staff verbally and through the track board to activate orders: collect specimens, perform EKG, X-ray status, patient location, or any other info related to patient care.
• Absorb and assist in the coordination of Telemedicine Conversion eligible patients, assign to provider, and add diagnosis code.
• When a patient consents to a Telemedicine Conversion visit during the Triage Nurse assessment the PFC may place orders based on symptoms per the ICC protocol.
• Communicate and update telehealth provider via Telehealth section on Epic track board to facilitate a timely visit.
• Communicate with Immediate Care staff via Microsoft Teams.
• Required to travel to closest Northwestern Facility if home equipment is nonfunctional.
• Participate in the orientation of new employees, provide feedback, attend staff meetings and huddles.
• Other duties as assigned

Qualifications

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

Behavioral Expectations

• 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 due to volume, use of new technology, staffing, volume control, or closures.