Covenant Health

Patient Flow Service Coordinator, Call Center

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times. 

Position Summary:

The Patient Flow Service Coordinator is responsible for continuity of operations within the facility by overseeing all patient admissions and transfer activity while monitoring capacity both currently and prospectively. Responsible for facilitating continuous through input of patients from all point of entry by utilizing effective verbal communication, swift decision making, and deployment of appropriate ancillary services. The Patient Flow Service Coordinator is the liaison between all clinical departments. Works within resource constraints and individual patient needs to supply the best possible placement for all patients.

Recruiter: Kathleen Rice || kkarnes@covhlth.com || 865-374-5386

• Utilizes the nursing process as a frame of reference for the placement of patients in the most appropriate bed.
• Demonstrates the necessary knowledge and skills to address the care needs appropriate to age, spiritual and cultural needs of the population served
• Demonstrates the ability to review physicians’ orders and patients’ records to determine the best possible placement in any given circumstance.
• Serves as a resource for interpretation of policies and procedures as related to patient placement including, but not limited to placements of isolation or special care patients.
• Oversees all patient admissions and transfer activities in the hospital.
• Serves as a clinical resource for Admissions staff related to appropriateness of patients referred for potential admission. Provides clinical data to payers when needed to authorize treatment.
• Communicates with referral sources as needed to obtain information required for timely admission determination. Guides Covenant Health EDs in placement options or Outpatient services when Peninsula admission is not an option.
• Competent with the Flow Board Tracking system.
• Collaborates with the Admissions department, providers, Administrative Supervisors, and nursing to gather issues and concerns associated with patient placement.
• Responds to customers’ wants and needs in a positive manner.
• Coordinates and communicates system and patient needs with areas represented in the clinical departments and with physicians and administration.
• Utilizes the Bed Aware Board as a key communication tool.
• Assists with the timely completion of the referral and admission process.
• Helps and shares knowledge with team members.
• Builds positive co-worker relationships.
• Views all EDs and additional referral centers as our Customers.
• Demonstrates ability to work collaboratively with other departments by maintaining and communicating global picture of hospital capacity and patient placement needs.
• Works closely with all departments and physicians to ensure consistent processes in patient placement.
• Reports to the appropriate stakeholder’s patient flow required.
• Is the central contact for decisions related to bed management and oversees the bed flow.
• Circulates through hospital at intervals and constantly evaluates all needs for patient placement.
• Participates in projects, data collection, and other activities designed to enhance bed operations.
• Ability to determine proper performance improvement tools to utilize during performance improvement work.
• Ability to be a change agent in working with all levels of staff.
• Ability to move an organization towards more consistent and higher levels of customer service.
• Ability to assess team dynamics and change structure as necessary.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Minimum Education:

None specified; however, must be sufficient to meet the standards for achievement of the below indicated license and/or certification as required by the issuing authority.

Minimum Experience:

Four (4) years' experience in a health related field is required.

Licensure Requirement:

Must have and maintain a valid TN state Registered Nurse (RN) license, practical nurse (LPN) license, emergency medical tech (EMT) license or Paramedic license.