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Patient Flow Coordinator

Planned Parenthood of Wisconsin, Inc.
United States, Wisconsin, Milwaukee
December 05, 2022
At Planned Parenthood of Wisconsin, Inc. (PPWI), we work to provide quality, affordable health care services, comprehensive education, and strong advocacy. We serve over 60,000 patients annually in 22 health centers statewide, making us the largest and most trusted reproductive health care provider in Wisconsin. Our goal is to help keep Wisconsin safe, healthy and strong!
This is an excellent opportunity for a Patient Flow Coordinator (40 hrs/wk, benefits eligible) at our Mitchell Street Health Center.
Responsible for the daily health center patient flow. Serve as the subject matter expert in center efficiency and productivity. Develop and maintain center specific systems that meet productivity performance benchmarks, reduce patient wait times and ensure a positive patient experience. Triage waiting patients and manage daily staff and patient schedules. Delegate roles and responsibilities to center staff as needed.
1. Must be committed to quality healthcare, excellent customer service and the vision and values of Planned Parenthood of Wisconsin, Inc.
2. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction. Ability to relate to diverse communities.
3. Must be sensitive to cultural and ethnic differences among staff and patients.
4. Ability to work independently and as a team member.
5. Excellent written and verbal communication skills.
6. Demonstrated critical thinking and decision-making skills in a fast-paced environment.
7. Possess a warm, caring manner.
8. Accuracy and attention to detail essential.
9. Ability to read and implement written instructions.
10. Ability to physically assist a patient in distress.
11. Professional appearance and attitude required.
12. Some positions require bilingual skills and/or venipuncture skills / IM injection skills.*
13. Ability to take the initiative to make changes in staffing patterns and duties and to utilize resources effectively.
1 4. Demonstrated ability to create and maintain a teamwork approach to center flow and morale.
15. Ability to maintain composure under stress.
High school diploma required and two-years related work experience required, preferably in a medical environment.
Associate or college degree preferred.
Reproductive health care experience preferred.
CPR Certifiable.
The position is generally performed in a medical office environment but involves frequent interruptions. The noise level is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations, however, may be made to enable individuals with disabilities to perform said essential functions.
Will work with blood or blood-borne pathogens and will require OSHA training which will include extensive safety precautions and the use of protective equipment.
Availability to work flexible hours and travel to other PPWI other health centers as needed.
Must have own reliable transportation. This position requires occasional traveling statewide, therefore a valid driver's license and auto insurance in accordance with agency liability standards may be required.
Evening and/or weekend hours may be necessary.
ESSENTIAL DUTIES and RESPONSIBILITIES: include, but are not limited to, the following:
  • Flow Coordinator Duties:
  • In partnership with the Center Manager, develop and maintain a system for optimal center flow. Responsible for flow facilitation that meets productivity performance benchmarks, reduces patient wait times and encourages a positive patient experience.
  • Ensure Clinicians maximize productivity by arranging patient charts to keep all rooms filled.
  • Continuously monitor and prioritize waiting patients
  • Continuously monitor and minimize wait times offering options (reschedule birth control, etc.) to patients and make adjustments to services as necessary.
  • Continuously monitor and adjust daily patient and staff schedules
  • Make decisions regarding accommodation of walk-ins, late patients, emergency appointments, etc.
  • Provide regular and on-going feedback to Center Manager regarding flow and scheduling issues.
  • Promote continuous communication between front and back office staff that creates and maintains a teamwork approach.
  • Ensure communication with call Center (UPIC & Nurses' Call center) to adjust schedules when necessary.
  • Communicate with staff if they are not keeping up with required center flow.
  • Communicate and prioritize daily center assignments.
  • Coordinate next-day readiness including collaborating to ensure rooms are stocked, etc.
  • Regularly monitor cancellations and no-shows in order to fill available slots.
  • Facilitate translation services, referral processes and mandatory reporting as needed to manage center flow.
  • Assist Center Manager in tracking daily productivity.
  • Provide input on staffing needs to Center Manager.
  • Assess and provide input towards training needs and ensure applicable staff is trained to provide flow facilitation as needed.
  • RHA/SSA Job Duties:
  • Assist in all aspects of the RHA/SSA role as needed to assure productivity and client satisfaction goals are consistently met. Ensure your RHA/SSA skills and knowledge is up to date and maintained.
  • Front office duties, including, but not limited to:
  • Greet patients, answer phones, refer calls, make appointments
  • Prepare and assemble charts, checking for completeness, errors, signature and appropriate assembly
  • Process lab results and file requisitions / charts
  • Maintain patient records
  • Access client finances, which may include verifying insurance, health plan authorization and Title 19 cards; collect fees per agency guidelines.
  • Complete related financial / statistical paperwork for clients
  • Assess medical complaints
  • Refer medical complaints / questions
  • Monitor clinic flow
  • Input and update computer patient data information
  • Back office duties, including, but not limited to:
  • Obtain medical history, interview and educate clients ensuring informed consent
  • Handle difficult counseling situations with clients on such subjects as rape, STIs, risks of sexual activity for early teens, and late abortions
  • Perform basic lab work
  • Package specimens for outside lab tests
  • Obtain vital signs
  • Accompany clients during procedures, as necessary
  • Clean and sterilize equipment
  • Assist Nurses and Clinicians, as needed
  • Perform venipuncture and IM injections, as necessary
  • Perform pregnancy testing and education.
  • Comply with infection control, safety and emergency guidelines.
  • Create & maintain medical documentation in an EHR system in compliance with EHR policies and procedures.
  • Work to ensure client satisfaction.
  • Provide appropriate resources as necessary.
  • Stock exam and interview rooms
  • Prepare center for opening and secure for closing, as required.
PPWI is an equal opportunity employer committed to diversity in the workplace.