Patient Flow Coordinator

PLANNED PARENTHOOD OF WISCONSIN, INC. MILWAUKEE, WI PATIENT FLOW COORDINATOR 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 18 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 hours/week) at our Wisconsin Avenue Family Planning Health Center! As a valuable member of our team, all Patient Flow Coordinators are provided paid training to learn how to deliver clinical care and how to complete medical administrative tasks.   As part of our comprehensive benefit package, we offer: - Company contribution toward medical insurance deductible - Generous Paid Time Off - 12 Days of Holiday Pay - Immediate 401(k) Vesting with up to 6% company contribution - Paid Parental Leave - Tuition Assistance - Public Service Loan Forgiveness Program   PPWI’s compensation philosophy is rooted in equity. Starting offers are determined by both the candidate’s applicable experience and internal equity. The Patient Flow Coordinator pay starts from $20.15 per hour.   Additional $1.50 per hour for bilingual (English/Spanish)     PURPOSE of POSITION:  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.    QUALIFICATION REQUIREMENTS:  Must be committed to quality healthcare, excellent customer service and the vision and values of Planned Parenthood of Wisconsin, Inc.   PPWI is an equal opportunity employer committed to diversity in the workplace. country: all locations: [Wisconsin Avenue - Milwaukee, WI - Hours 11-7 (M,T), 9-5 (W, Th, F)] commitment: Full Time department: location: Wisconsin Avenue - Milwaukee, WI - Hours 11-7 (M,T), 9-5 (W, Th, F) team: Clinical/Medical 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. Ensure appropriate triage and delegate duties and responsibilities as necessary especially during heavy traffic hours.  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. This includes the authority to make changes in daily staffing patterns and/or duties to assure optimum flow and patient satisfaction.  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.   HCA Job Duties:  Assist in all aspects of the RHA role as needed to assure productivity and client satisfaction goals are consistently met. Ensure your RHA skills and knowledge is up to date and maintained.  Adhere to agency’s policies, procedures, and protocol.   This may include successfully completing agency, regional and/or state certification requirements (e.g. CPR certification for health care workers, HIV / CTS training, IM injection and venipuncture training completed, lab skills check off training completed).  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 appropriate forms and obtain signatures per agency policy  Complete related financial / statistical paperwork for clients  Copy / transfer charts as needed  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, and risks of sexual activity for early teens.  Perform basic lab work (Hgb, pregnancy tests, urine dipsticks, Rh testing, etc.)  Package specimens for outside lab tests  Obtain vital signs (blood pressure, height, weight, hgb, etc.)  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:  Obtains medical history, interviews and educates clients ensuring informed consent  Performs basic lab work (pregnancy tests)  Performs options education per agency protocol, making appointments / refers for follow-up medical services  Comply with infection control, safety and emergency guidelines.  Participate in health center efforts to achieve established goals for productivity.(e.g. assist licensed staff with visits; answer phones within 6 rings presenting the soonest appointment)  Participate in health center/affiliate efforts to achieve established revenue cycle goals. (e.g. screen and enroll clients in  third party payer sources both public and private; collect fees at the time of service, ask for donations, post accurately, adhere to frequency tables in terms of dispensing medication etc.)    Create & maintain medical documentation in an EHR system in compliance with EHR policies and procedures.  Work to ensure client satisfaction.  Adhere to affiliate goals, policies and standards of conduct in terms of professionalism.  Assist center staff in achieving 60 minute visits as well as answering phones professionally.   Provide appropriate resources as necessary.  Stock exam and interview rooms.  Follow inventory control policies and assist in monthly inventory, as needed.  Display initiative in maintaining a neat and tidy appearance in all areas of clinic, including office cleaning as needed.  Prepare center for opening and secure for closing, as required.  Act as a mentor / role model for new staff.