Patient Flow Coordinator

Position Type:
Permanent

Closing date:
2025-05-27

Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.

We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.

The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.

In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.

The Patient Flow Coordinator position is integral to the function and success of patient flow within the EHS system. Reporting to the Patient Flow Supervisor (PFS), Patient Flow Coordinators (PFC) will work in close collaboration with the EHS Medical Communications Centre team and Nova Scotia Health (NSH) partners, and others to improve efficiency of patient flow and transfer coordination and booking via EHS.

Under the direction of the PFS, the incumbent will work with the MCC, Operations and LifeFlight to facilitate efficient patient flow throughout Nova Scotia. The PFC will work to develop a thorough understanding of patient flow within NSH and, in turn, work closely with NSH C3, Patient Flow and other key roles for optimized EHS transfer booking, coordination and prioritization to meet patient and health system needs. The PFC will be expected to spend at least 50% of their working hours at the NSH Care Coordination Centre (C3), where they will work closely with access and flow leadership throughout the province to effectively prioritize and coordinate inter-facility transfers via EHS. Work schedule may be comprised of eight 8- or 12-hour shifts, including days, evenings, nights, weekends, and holidays.

The PFC must be able to recognize potential and actual call-taking and dispatching concerns and escalate for resolution. The completion of regular reports (as required and assigned and working with the EMC Patient Flow Supervisor to identify opportunities for improvement.).

As an employee of EMC, we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe and respectful workplace.

**Responsibilities**:

- Support EHS Patient Flow within EHS system and in collaboration with Health System Partners
- Daily booking and coordination of EHS transfers to ensure optimization and re-prioritization as required to meet individual patient needs and health system needs. Work to plan transfers to optimize the use of EHS resources (such as multiple patients booked for concurrent transfers in Medical Transport Service units and Non-Critical Care LF transport).
- Under the guidance of the PFS, establish points of contact and build relationships with NSH partners for each zone.
- Build professional relationships with MCC, Operations, and LifeFlight members to ensure effective collaboration.
- Support NSH demand with regard to priority transfers.
- Planning of long-haul transfers for the next operational period.
- Identification and coordination of patients eligible for transfer with the Non-Critical Care Team (NCCT).
- Demonstrate discretion and assure privacy and confidentiality and ensure appropriate documentation.

Participate in Patient Flow Improvements
- Propose and participate in patient flow initiatives within the EHS and NSH systems.
- Identify significant issues and trends in the delivery of care, particularly with transfers and/or delays. Make suggest the goal improvement and comply with process and policy changes with a goal of continued operational efficiency in EHS transfers and patient flow.

Inter-Divisional Collaboration
- Participate in committees and working groups as needed and directed.
- Participate in continuous professional development and training associated with the position.
- Support and act as resource to the PFS within all aspects of patient flow.

Qualifications and Requirements

Education & Experience:

- Minimum grade 12
- Licensed as a healt