Flow Coordinator

POSITION SUMMARY

Responsible for the daily health center patient flow. Reduces patient wait times and ensures a positive patient experience. Maintains center specific systems that meet productivity performance benchmarks. Trained to perform the duties of a patient care associate and jump in when needed.

Continuously monitor and prioritize charts/clients waiting and optimize room utilization, using staffing model. Ensure appropriate triage as necessary.

Monitor and minimize wait times offering options to clients and making adjustments to services as necessary to facilitate excellent customer service and meet customer satisfaction benchmarks.

Continuously monitor and adjust staff schedules on a daily basis to ensure efficient delivery of service and adequate break/lunch times. This includes the authority to make changes in staffing patterns and/or duties to assure optimum flow and patient satisfaction. Decisions will be made in coordination with other clinic leaders.

Promote continuous communication that creates and maintains a teamwork approach and effective customer service.

Contributes to achieving health center productivity goals.

Understands and commits to customer-oriented approach to health care delivery.

Proficient in the duties of a Patient Care Associate

Acts as an electronic health record super user.

Proactively looks ahead at schedules assessing potential patient and staff schedules. Concerns/solutions communicated with Clinic Leadership.

Collaborate with staff and Clinic Leadership to facilitate optimal patient care and flow.

Keep site leadership informed of the flow of the day and anything out of the ordinary

Supports clinical leadership in training, motivating, monitoring staff members.

Works effectively with volunteers, trainees and temp agency personnel.

Performs other educational and experience related duties as required.

Remain abreast of policies, procedures and best practices.

Meets Clinical Services Standards of Behavior.

Completes all responsibilities according to established protocols, policies and standard practices in the areas of ADA and regulatory compliance programs such as HIPAA.

A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice.

A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.

Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility.

Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.

Interpersonal

• Excellent customer service and communication skills
• Ability to remain focused and calm in stressful situations.
• Excellent interpersonal and verbal skills
• Superior oral and written communication skills
• Ability to develop and maintain effective, professional relationships with internal and external stakeholders.
• Ability to work effectively as part of team.

Technical

• Proficient in Microsoft Office
• High degree of comfort with electronic health record

Subject Matter Knowledge

• Patient Care Associate Duties

Work Habits/Attributes

• Keen attention to detail
• Excellent organizational skills
• Outstanding time management skills, including the ability to work under deadline.
• The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities.
• Ability to exercise sound judgment and independent decision-making skills.
• Ability to produce reliable, high-quality work with minimal direct supervision.
• Ability to exercise discretion in the handling of confidential information.
• Ability to work a…