Participant Flow Coordinator

Who We Are

Are you interested in working for an organization whose mission is to enable frail, underserved, and multicultural senior communities to live independently at home and in their communities, for as long as possible?

Fresno Program of All-Inclusive Care for the Elderly (PACE) is dedicated to providing its participants with comprehensive health and social supports that are proven to effectively manage chronic conditions and to reduce the risk for premature institutionalization. PACE staff are leaders in the “aging in place” industry and we have had the honor of serving Fresno, Bakersfield and Orange County seniors and their families/caregivers.

Job Summary

The Participant Flow Coordinator (PFC) is responsible for ensuring streamlined participant flow to the medical clinic and other departments for the most efficient scheduling of participants throughout the operational day. 

Essential Job Functions

Duties include but are not limited to:

• Utilizing a patient-centered approach, improves the check-in process by escorting participants who have scheduled or unscheduled appointments from the PACE adult day health center to the applicable departments. 
• Constantly reviews schedules for appropriate visit types and assists the clinic scheduler to rectify scheduling conflicts, while reducing participant wait time. Optimizes provider schedules, including shifting participants to allow for the smoothest flow possible.
• Utilizing a system of priority access and efficiency, coordinates unplanned clinic visits. Maximizes appointment opportunities with walk-ins, and other visit types as appointment slots become available. 
• Collaborates with the Care Plan Coordinator to ensure that participants receive timely assessments. 
• Relays messages regarding participant needs to appropriate departmental staff. 
• Develops and sustains proficiency with the electronic health record system and utilizes office flow tools. 
• Instrumental at improving participant satisfaction by ensuring that all visits occur at pre-scheduled times and that patient needs are met.  
• Promotes a positive and collaborative program environment for staff and participants by demonstrating core values of respect, honest/integrity, patient-centeredness, encouragement, and quality care.
• Attend and participate in staff meetings, in-services, projects, and committees as assigned.
• Adhere to and support the center’s practices, procedures, and policies including assigned break times and attendance.
• Accept assigned duties in a cooperative manner; and perform all other related duties as assigned.
• Be flexible in schedule of hours worked.
• May require use of personal vehicle.

If assigned to provide Home Care support:

• May provide support to Personal Care Attendants (PCAs) through coordination of their training and development to ensure participants needs are met.
• May assist with Personal Care Attendant (PCA) training including PCA orientation, activities of daily living, and provide on-going resources to PCAs as it relates to at-home support. 
• Collaborates with PCA supervisor to develop a plan of care for PACE participants. 
• May attend IDT as proxy for PCA Supervisors, as needed.
• Follow-up with PCA’s pending completion of compliance training and other scheduling assignments. 

Education and Certification

• High School Graduate or GED required. 
• Is medically cleared for communicable diseases and has all immunizations up-to-date before engaging in direct participant contact.

Experience 

• A minimum of one (1) year experience working with a frail or elderly population 
• A minimum of two (2) years’ experience working in a clinic setting strongly preferred.

Knowledge, Skills, and Abilities

• Excellent communication, customer service, and decision-making skills.
• Ability to adhere to organizational policies and procedures. 
• Computer skills required; ability to navigate Electronic Health Records System. 
• Able to effectively prepare and maintain records, write reports, and respond to correspondence.
• Ability to react calmly and effectively in emergency situations. 
• Ability to work with ethnically diverse populations.
• Ability to apply creative problem-solving and conflict management skills. 
• Well organized, dependable, flexible, and resourceful.

Core Values

• Respect at the core of our interactions.
• Honesty and Integrity with every endeavor
• Patient – Centered care aligned with participant values, beliefs, and preferences. 
• Encouragement that motivates and empowers others to be the best they can be. 
• Quality Care that is efficient, transformative, and innovative.