Job processes for patient flow representative
Job processes for patient flow representative
Following is a summary of the major job processes of the patient flow representative job at Forsyth Medical Center in Winston-Salem, NC. Other duties not mentioned below may be performed and specific activities may change from time to time.
Patient flow
- Facilitate the flow of patients arriving in the emergency department, particularly those patients who require an inpatient admission.
- Seek and accept daily feedback and direction from the patient flow coordinator.
- Coordinate key decision makers in promptly addressing patient throughput issues.
- Collaborate with nursing supervisors and clinical staff to facilitate patient movement.
- Take proactive steps to be the patient's advocate so that he or she moves through the process quickly.
- Communicate with bed control and environmental services staff related to bed readiness.
- Meet with patients in the emergency department awaiting treatment / procedures to:
- seek clarification to respond to patients' and families' questions;
- educate patients and families on the emergency department and admitting processes;
- communicate procedure status to patients/families if requested. Provide timely updates to patient/family as information changes;
- receive feedback: Probe for concerns, needs, and impressions of service;
- inform families of hospital amenities;
- provide food / beverages as allowed per physician orders.
Guest Services (Emergency Department Lobby)
- Greet arriving patients and guests in the lobby.
- Input data into the tracking system.
- Answer questions of patients or guests and advise of pending wait times.
- Educate guests on ED protocol.
- Answer the incoming telephone calls following the Novant Health standards.
- Serve as a resource for families and guests in locating patients who are being treated and give directions to locations within the hospital.
Customer service / communication
- Facilitate excellent customer service to ED patients.
- Serve as a liaison between emergency department, clinical staff, and patients/families. Identify opportunities to improve the patient's experience.
- Maintain a level of communication that meets the needs of the customer. Follow up on every concern to ensure a resolution occurs that meets the patient's expectations.
- Receive and provide customer feedback.
Other responsibilities
- Coordinate with patient relations as needed (chaplain services, interpreters, notary, advance directives, etc.).
- Follow infection control guidelines for patient and personal protection.
- Initiate interactions with patients and families that result in feelings of care, concern, and comfort.
- Understand the value each person brings to the team.
- Demonstrates belief in the value of individual contributions to the team's success and customer excellence.
- Perform other tasks per direction of the director or coordinator.
- Offer assistance to team members to meet patients' care needs.
- Be flexible and willing to rotate through the various locations in the emergency department.
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