Senior Patient Logistics Coordinator - CommonSpirit Health

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

While this position provides patient logistics services to the patients of CommonSpirit Health across the United States, this position must work on-site at our Phoenix AZ Virtual Hospital located at 3033 N. 3rd Avenue.

The Senior Patient Logistics Coordinator (Sr. PLC) is responsible to provide and coordinate care to patients, providers, care team members, and organizational leaders.  This position involves  critical thinking and problem solving in providing effective and appropriate care within a safe and confidential environment, in collaboration with the other members of the Clinical Command Center team. This position is responsible for collaborating with members of the healthcare team and advancing personal/professional development that supports care innovation. The incumbent will have excellent communication skills, with an overall understanding of the continuum of care needs and patient experience outcomes. The incumbent will be able to effectively and efficiently identify needs of the patient and care team members to support and guide resources to the right functional role or to perform the appropriate role/workflow to meet the needs of the patient and progress the patient through the care continuum. 

The Sr. PLC will also assist the Clinical Command Center (CCC) leaders in the Quality Assurance (QA) process, providing feedback on areas of opportunity for improvement, both at the individual level and the departmental levels to support the established departmental goals and metrics. The incumbent will progress patients through the care continuum timely and appropriately per protocols and procedure utilizing designated technology.  Incumbent will support the growth initiative of the CCC by participating in pilots, implementations, and development of current and future workflows and functions as directed by the CCC leadership team.

Essential Job Duties

• Functions as a lead resource to the CCC team; subject matter expert on the multiple applications and technology used to support patient care through the care continuum
• Provides care for patients under services in the clinical command center 
• Monitors and appropriately escalates any delays in patient care transition management
• Monitors RightFax folder to ensure all faxes are managed timely and appropriately
• Ensures Command Center Displays are functional and updated, at least weekly
• Ensures that reports are completed timely and accurately
• Assists in developing an effective training program for new staff
• Monitors all chats to ensure timely response to chat and support for clinical central services  Alerts leadership to any identified potential issues and/or backlogs timely and appropriately
• Works independently to progress patients through the care continuum per protocols
• Communicates with referring and receiving facility staff to ensure timely placement of patients to the appropriate level of care and unit
• Documents activities clearly and accurately to promote effective communication with members of the care team
• Provides and accepts direct, constructive feedback to and from colleagues
• Exhibits a customer oriented philosophy that emphasizes both internal and external relationships focusing on customer, vendor, and patient expectations and strives to exceed them
• Actively participates in, and encourages others to utilize creative and innovative approaches to accomplish duties

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Minimum Required:

• 2+ years working in a healthcare setting, preferably in bed placement and/or transfer center capacity
• Associate Degree or equivalent work experience demonstrating leadership function
• MA, CNA, LVN, or equivalent experience in a health care setting and demonstrated clinical competencies related to clinical command center functions

Preferred/Desired:

• Familiarity with Cerner, Epic and TeleTracking

Required Minimum Knowledge and Skill

• Proven proficiency with Excel or other Microsoft applications
• Proficient or able to become proficient within 3-months with Google Workspace 
• Excellent verbal and electronic communication stills, including professional telephone and email etiquette
• Able to type minimum of 50 words per minute without mistakes
• Must have the ability to coordinate effectively with a variety of customers including providers, hospital and office staff, health plans, medical groups, internal departments, community resources, and peers.
• Knowledge of levels of care and basic medical terminology
• Ability to work independently and apply critical thinking skills toward making appropriate decisions, as well as in a team environment
• Ability to multi-task and prioritize 
• Detail oriented
• Excellent organizational and communication skills and ability to meet timeframes
• Ability to learn quickly and retain complex information
• Flexible and adaptable to change

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