ICC Patient Flow Coordinator - Immediate Care

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees. Ready to join our quest for better?

Orientation will take place at Streeterville and South Loop ICC, with the post-orientation period location being at Old Irving Park ICC, with the option to float to Streeterville ICC and Bronzeville ICC in the future

The Patient Flow Coordinator (PFC) reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The PFC’s role is to identify and intercede with patients that would benefit from inclusion into ICC care initiation protocols and initiate care to improve throughout.  The job duties of a PFC include providing an assessment of qualified ICC patients via an initial telephone encounter.  Specific duties include asking relevant questions of a patient to assess their clinical needs. The PFC documents the conversation in Epic and follows a standard process of care to expedite care.  The Patient Flow Coordinator should work autonomously within the guidelines set by ICC medical leadership and efficiently in a fast-paced environment. The Patient Flow Coordinator is remote and/or the role can also be performed from any Northwestern Medicine ICC location.  This position will work 12 hour shifts and include weekend and holiday requirements.  In-clinic orientation is required.  Emergency Department or Urgent Care Nurse experience is required.   

Responsibilities:

• Ability to use personal computers and select software applications
• Determine and communicate each ICC locations’ daily status (open to walk in or volume control) by updating the Epic message log and sign into each ICC location assigned to him/her for that shift.
• Introduce oneself, identify patient, establish positive first impression with patient and provide customer service excellence according to NM standards.
• Maintain patient privacy/confidentiality during phone calls.
• Must demonstrate age related competency.
• Monitor the North, Northwest, Central, South, and West Regions Immediate Care Center’s waiting rooms as assigned through Epic ED Manager by patient complaint and wait time. 
• Demonstrates proficiency in the documentation within the patient’s electronic medical record (EMR), timely and accurately.
• Demonstrates the ability to determine ICC patient eligibility for specific ICC patient care protocols for select patients based on the arrival chief complaint and evaluation via telephone.
• Quickly and confidentially direct appropriate resources based on severity of a patient’s current symptoms.
• Ability to recognize an emergent waiting room patient and alert the in-clinic team for immediate response to the waiting room.
• Provide all pertinent information after analyzing the health concerns of the patient.  Document your conversations and follow a standard process of care to gain the necessary information to evaluate a patient and assign diagnostic.
• Communicate to patients the plan of care/diagnostic testing to be initiated per the ICC protocol.
• Ability to place the order for diagnostic lab, x-ray, and cardiology orders in Epic based on Emergency Triage Nurse protocol list
• Knowledge of each North, Northwest, Central, South, and West Region ICC department locations and patient flow process, including ICC and hospital radiology services.
• Ability to efficiently communicate with ICC staff verbally and through the track board to activate orders:  collect specimens, perform EKG, X-ray status, patient location, or any other info related to patient care.
• Assist in the coordination of Telemedicine Conversion eligible patients, assign to provider, and add diagnosis code.
• When a patient consents to a Telemedicine Conversion visit during the Triage Nurse assessment the PFC may place orders based on symptoms per the ICC protocol.
• Communicate and update telehealth provider via Telehealth section on Epic track board to facilitate a timely visit.
• Communicate with Immediate Care staff via Microsoft Teams.
• Required to travel to closest Northwestern Facility if home equipment is nonfunctional.
• Participate in the orientation of new employees, provide feedback, attend staff meetings and huddles.
• Other duties as assigned

BEHAVIORAL EXPECTATIONS

• Ability to function independently and as part of the ICC team
• Excellent at multitasking in a fast-paced environment
• Excellent critical thinking and high tolerance for ambiguity
• Responds effectively to changes in ICC workflow due to volume, use of new technology, staffing, volume control, or closures.

Required:

• Registered Nurse License issued by State of Illinois Current
• CPR certification
• BSN or higher
• Previous Emergency Department or Urgent Care triage experience

Preferred:

• At least 3 years’ experience in an emergency department setting
• TNCC or TNS Certification
• Proficient with Epic electronic charting system
• Immediate care background

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check.  Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. 

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility (if sign-on bonus offered for position): Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.