This position is located in Norwood, MA
The primary purpose of the Patient Flow Partner (PFP) is to provide clinical and administrative support in the Primary Care Practice under the direction and supervision of the Care Coordinator Supervisor. The Patient Flow Partner is responsible for the delivery of quality patient care using the Patient Center Medical Home model. The PFP must work within the standards, policies and procedures of the medical center and the regulations of the Massachusetts Board of Registration in Nursing. The PFP LPN bears full responsibility for the care provided including patient care and patient teaching.
Clinical Care
Assists with providing patient care: records vital signs; discusses and documents chief health concerns. Performs and records specialized testing included but not limited to EKGs, glucose and TB testing. Prepares and safely administers medications, including but not limited to immunizations, flu shots, and other injections. Performs nursing-type duties specific to the department. For example, may apply dressings, perform ear irrigations and other wound care as directed. Specific duties vary by department and specific population. Performs duties as directed by supervisor, manager and/or physician. Coordinates patient prescriptions. Makes phone calls to pharmacies. Acts as a liaison between nursing agencies, VNA and other health agencies. Referral and Patient Flow
Uses computer to schedule appointments necessary for follow-up appointments or other ancillary appointments, as appropriate. Performs cross-booking appointment scheduling for social services, interpreters, radiology and other clinical area appointments, as appropriate. Responds to telephone and EMR requests. Acts as a liaison to facilitate coordination of patient referrals and forms to other specialties which may require utilizing knowledge of eReferral and/or Clinical Information Exchange (CIE). Ability to cope with high-pressure situations and demonstrate independent thinking and decision making as well as a high level of diplomacy. Deals discreetly with sensitive information, maintaining confidentiality at all times. Obtains and enters patient information and procedure data into hospital computer systems. Responds to patient phone inquiries regarding office appointments, dates for specialty appointments, and other referred services such as radiology, surgery, etc. Monitors patient flow and patient satisfaction. Prospectively identifies potential issues. Troubleshoots issues and works with Care Coordinator Supervisor, other practice managers, and Physicians to ensure efficiency. Coordinates the patient flow and schedules for the supported Physicians and other Providers to ensure accurate and efficient daily operation. Training/Orientation Support
Attends scheduled training sessions for systems upgrades or newly acquired clinical systems and all trainings as required. Assists in the orientation and/or acts as a preceptor for new patient flow partner employees. Other Support Duties
Answers telephone calls in a courteous manner, maintains department files, and responds to inquiries from personnel, patients, and physicians. Organizes work area for efficiency, neatness, and safety. Communicates with all members of staff on work-related issues effectively and courteously. Assures that all messages for physicians and designees are accurate and forwarded promptly to the physician and/or designee. Meets hospital-wide standards in the following areas: Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care can be provided. Utilizes hospital’s Values as the basis for decision-making and to facilitate the division’s hospital mission. Follows established hospital infection control and safety procedures. Maintains proper dress code. Education
Graduate of an approved school of practical nursing. Certificates or Licenses
Current license in the Commonwealth of Massachusetts to practice as a Licensed Practical Nurse. CPR & BLS certified upon hire (or within first 90 days of employment). Experience
Requires a minimum of 2 years current experience in Ambulatory Office Setting. Experience in Adult Primary Care Medicine highly preferred. Knowledge and Skills
Experience handling patient flow is required. Requires strong computer skills and knowledge of PC applications. Windows environment and Microsoft Office products required. Knowledge of the IDX, registration or other comparable registration systems and EMR a plus. Excellent English communication skills (verbal and written). Bilingual highly preferred. Basic business writing skills required. Excellent professional demeanor. Must be able to work effectively with all levels of staff and management. Excellent interpersonal skills. Must be able to show empathy and be courteous and diplomatic with patients. Must frequently work independently, take initiative and handle multiple tasks with conflicting priorities. Team player with ability to work cross-organizationally to get issues resolved. Ability to maintain confidentiality. Equal Opportunity Employer/Disabled/Veterans
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Assists with providing patient care: records vital signs; discusses and documents chief health concerns. Performs and records specialized testing included but not limited to EKGs, glucose and TB testing. Prepares and safely administers medications, including but not limited to immunizations, flu shots, and other injections. Performs nursing-type duties specific to the department. For example, may apply dressings, perform ear irrigations and other wound care as directed. Specific duties vary by department and specific population. Performs duties as directed by supervisor, manager and/or physician. Coordinates patient prescriptions. Makes phone calls to pharmacies. Acts as a liaison between nursing agencies, VNA and other health agencies. Referral and Patient Flow
Uses computer to schedule appointments necessary for follow-up appointments or other ancillary appointments, as appropriate. Performs cross-booking appointment scheduling for social services, interpreters, radiology and other clinical area appointments, as appropriate. Responds to telephone and EMR requests. Acts as a liaison to facilitate coordination of patient referrals and forms to other specialties which may require utilizing knowledge of eReferral and/or Clinical Information Exchange (CIE). Ability to cope with high-pressure situations and demonstrate independent thinking and decision making as well as a high level of diplomacy. Deals discreetly with sensitive information, maintaining confidentiality at all times. Obtains and enters patient information and procedure data into hospital computer systems. Responds to patient phone inquiries regarding office appointments, dates for specialty appointments, and other referred services such as radiology, surgery, etc. Monitors patient flow and patient satisfaction. Prospectively identifies potential issues. Troubleshoots issues and works with Care Coordinator Supervisor, other practice managers, and Physicians to ensure efficiency. Coordinates the patient flow and schedules for the supported Physicians and other Providers to ensure accurate and efficient daily operation. Training/Orientation Support
Attends scheduled training sessions for systems upgrades or newly acquired clinical systems and all trainings as required. Assists in the orientation and/or acts as a preceptor for new patient flow partner employees. Other Support Duties
Answers telephone calls in a courteous manner, maintains department files, and responds to inquiries from personnel, patients, and physicians. Organizes work area for efficiency, neatness, and safety. Communicates with all members of staff on work-related issues effectively and courteously. Assures that all messages for physicians and designees are accurate and forwarded promptly to the physician and/or designee. Meets hospital-wide standards in the following areas: Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care can be provided. Utilizes hospital’s Values as the basis for decision-making and to facilitate the division’s hospital mission. Follows established hospital infection control and safety procedures. Maintains proper dress code. Education
Graduate of an approved school of practical nursing. Certificates or Licenses
Current license in the Commonwealth of Massachusetts to practice as a Licensed Practical Nurse. CPR & BLS certified upon hire (or within first 90 days of employment). Experience
Requires a minimum of 2 years current experience in Ambulatory Office Setting. Experience in Adult Primary Care Medicine highly preferred. Knowledge and Skills
Experience handling patient flow is required. Requires strong computer skills and knowledge of PC applications. Windows environment and Microsoft Office products required. Knowledge of the IDX, registration or other comparable registration systems and EMR a plus. Excellent English communication skills (verbal and written). Bilingual highly preferred. Basic business writing skills required. Excellent professional demeanor. Must be able to work effectively with all levels of staff and management. Excellent interpersonal skills. Must be able to show empathy and be courteous and diplomatic with patients. Must frequently work independently, take initiative and handle multiple tasks with conflicting priorities. Team player with ability to work cross-organizationally to get issues resolved. Ability to maintain confidentiality. Equal Opportunity Employer/Disabled/Veterans
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