Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide.
Summary of Position
The Patient Flow Nurse (Registered Nurse role) for Virtual Care is responsible for facilitating the seamless and efficient flow of patients through virtual healthcare services. This role involves coordinating and managing the scheduling, triaging, and any follow-up processes to ensure patients receive timely and high-quality virtual care services. The coordinator will collaborate with healthcare providers, patients, and administrative staff to optimize the virtual care experience and contribute to overall patient satisfaction. The patient flow coordinator requires strong clinical judgment, excellent communication skills, and the ability to work effectively under pressure to ensure that patients receive appropriate and timely care based on their medical needs.
Essential Duties and Responsibilities
- Scheduling and Visit Triage:
- Coordinate / oversee the scheduling of virtual appointments, ensuring alignment with healthcare providers' availability and patients' preferences.
- Co – ordinate flow of patients to determine the urgency of their healthcare needs and appropriately prioritize appointments / visits.
- Prioritize patients between sites making informed decisions regarding appropriate level of care
- Collaborate with healthcare providers to optimize their virtual care schedules and prioritize appointments / visits ensuring efficient utilization of their time and skills.
- Communicate patient-specific information and instructions to providers before virtual booked appointments.
- Documentation and Data Entry:
- Oversight of accurate and up-to-date medical records ensures relevant patient information, appointment details, and outcomes of virtual visits.
- Generate and share virtual care reports with relevant stakeholders as needed.
- Follow-up and Coordination of lab results
- Ensure that patients results are communicated as per relevant processes
- Follow process for communicating critical lab results
- Collaborate with other healthcare team members to ensure continuity of care for patients transitioning between virtual and in-person services
Supervisory Responsibilities
No
Qualifications Expected for Position
- Bachelor's degree in nursing or equivalent work experience, and in good standing with governing College
- Must have current practicing registration and in good standing as a Registered Nurse with the British Columbia College of Nurses & Midwives (BCCNM).
- Competence in CTAS (Canadian Triage and Acuity Scale) in a fast-paced environment.
- Adherence to the Emergency Nursing Scope and Standards of Canadian Practice (National Emergency Nurses Association, 2018).
- Experience in healthcare coordination, scheduling, and administration.
- Current CTAS certification with +5 years’ experience, previous virtual work experience is an asset.
- Familiarity with electronic health record (EHR) systems.
- Previous exposure to telemedicine or virtual care services.
- Additional certifications: ACLS, Telephone Triage Nursing Certification preferred
- Strong organizational and time-management skills to manage virtual appointment schedules effectively.
- Excellent communication skills for interacting with patients, healthcare providers, and administrative staff.
- Familiarity with virtual care platforms and basic technical troubleshooting.
- Knowledge of medical terminology and basic understanding of healthcare processes.
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