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Tufts Medicine patient flow coordinator in Boston, Massachusetts

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Job Profile Summary

​ This role focuses on providing professional and nonprofessional nursing care services in accordance with physician orders. In addition, this role focuses on performing the following Nursing Support duties: Provides basic care services to patients, but does not have an RN or LPN license.  Positions in this nursing support work under the direction of physicians, mid-level practitioners, and may work under the direction of registered nurses depending on their unit. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. A specialist level role that requires very advanced knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. Works under limited supervision for non-routine situations and may be responsible for leading daily operations, and trains, delegates and reviews the work of lower level employees, and problems are typically difficult and non-routine but not complex.

Job Overview

This position is responsible for coordinating patient flow. The position monitors and tracks all patients waiting for placement and captures any necessary demographic and financial information. The position updates respective departments and capacity alerting systems. The position is responsible for triaging and prioritizing requests to promote safe patient access, flow and discharge.

Job Description

Minimum Qualifications:

  1. Bachelors Degree

  2. One (1) year of medical office, insurance, physician’s office practice, or hospital experience

Preferred Qualifications:

  1. Three (3) year of medical office, insurance, physician’s office practice, or hospital experience

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

  1. Receives and triages critical, high, normal and low requests from internal and external access points including the ER, OR, Ambulatory, inpatient and outside facilities. Documents all requests in transfer center.

  2. Enters intake patient information into the electronic medical record system. Confirms demographic information. Provides bed status updates and communicates escalations to appropriate team

  3. Creates reservation requests for patients as needed, including critical, high normal and low from ED, OR, Ambulatory Inpatient, home and other facilities.

  4. Monitors bed availability and alerts supervisors and/or nursing leaders when additional resources are needed.

  5. Monitors discharge delays and escalations

  6. Prioritizes requests according to department practice and algorithm and applies functional knowledge of inpatient hospital. Triages patients accepted for admissions. Utilizing knowledge of patient diagnoses and physician preferences, determines the most appropriate unit for admission. Schedules appropriate unit for patient admission.

  7. Escalates priority issues to Supervisor.

  8. Escalates room turnover issues to housekeeping and transpiration supervisors as needed.

  9. Books appropriate beds and completes necessary admissions paperwork for admitted patients. May reassign as per protocol for departmental practice.

  10. Provides any relevant patient information to the clinical team for patient care such as estimated time of arrival, condition, special precautions, and admission instructions.

  11. Maintains patient, hospital and financial information confidentially in accordance with all hospital policy and any state or federal regulations

  12. May assist families/visitors in locating patients according to policy and procedure

  13. Reconciles the hospital census, verifying that patients are listed in the correct beds within the bed management system. Ensures PACU and ED boarders are in the correct accommodation code (e.g. private, telemetry).

  14. Monitors and analyzes key patient flow statistics. Works to ensure system-wide benchmarks are achieved.

  15. Attends hospital capacity meetings/huddles

  16. Reconciles OR and procedural schedule with the bed management system and elective pre -registration list. Takes corrective steps according to reconciliations. I.e.. Add reservations

  17. Maintains accurate and timely records, logs, files, and related information as required. Updates DPH website as required by department/hospital policy.

  18. Keeps current with new technology and

  19. Identifies opportunities to improve patient access, flow and discharge

  20. Assists with orientation, training and mentor other staff members

  21. Supports leadership and is a point of contact for data, metrics and any special projects

Physical Requirements:

  1. Frequent sitting, occasional standing or working, and lifting of 10-15 points.

  2. May be exposed to dust and other typical office-like discomforts.

  3. Manual dexterity using fine hand manipulations for computer keyboard operation.

  4. Requires ability to see computer screen and read reports.

  5. Requires ability to hear instructions from physicians and other clinical or nursing staff.

Skills & Abilities:

  1. Computer literacy required including proficiency with Microsoft office suite and Epic electronic medical record

  2. Ability to learn new applications.

  3. Ability to work in fast-paced environment

  4. Ability to perform accurate data entry.

  5. Strong customer service skills including excellent interpersonal and telephone skills.

  6. High degree of tact is necessary due to frequent interaction with healthcare providers.

  7. Knowledge of medical terminology.

  8. Excellent organizational skills required with attention to detail.

  9. Ability to prioritize work and be flexible with work assignments

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org .

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