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Position Summary

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.

Role 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

• Provider Collaboration:

  • 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

Skill Requirements/Preferences

• Bachelor's degree in nursing or equivalent work experience, and in good standing with governing College

• 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.

• 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.

• Ability to work independently and as part of a healthcare team.

• Attention to detail and accuracy in maintaining patient records and documentation.

• Empathy and compassion when dealing with patients' health concerns and needs.

• Understanding of healthcare compliance and patient privacy regulations.

• Multiple provincial nursing licenses are an asset.

• Excellent written, verbal, and documentation skills.

• Strong organizational skills and the ability to multitask with ease.

• Standout colleague with strong interpersonal skills.

• Quality driven with a focus on flawless customer service.

• This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management.

Why Join Teladoc Health?

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at accessibility@teladochealth.com.