Patient Flow Nurse
Livongo
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
- 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
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) and/or the Nurses Association of New Brunswick (NANB).
- 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.
- 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.
Preferred:
- Experience in healthcare coordination, scheduling, and administration.
- Current CTAS certification with +3-5 years’ experience.
- Familiarity with electronic health record (EHR) systems.
- Previous exposure to telemedicine or virtual care services.
- Additional certifications: ACLS, Telephone Triage Nursing Certification,
Required license or credential needed to perform job: RN License
For roles that require a particular license/credential, those qualifications must be listed as mandatory, and the below line can be removed. If role does not require license/credential, the below line must remain.
The above qualifications, knowledge, experience, and/or background are expected but not required for this role.
Work Environment
☐ Office ☐ Remote ☐ Hybrid (Office & Remote)
Travel:
Travel percentage reflects an estimate and is subject to change dependent on business needs.
Physical Requirements
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.
About Us
Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, 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.
Job Description Acknowledgment
This job description is a general overview of nature and level of work performed by employees with this job designation It is not intended to be a comprehensive list of all duties, responsibilities and qualifications required of this position. Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time. I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.
Employee Signature:
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@teladoc.com
Date:
Company Signature:
Arnnon Geshuri, Chief People Officer
Why Join Teladoc Health?
Impactful, Connected Healthcare: Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients.
Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health.
Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada. Be a part of a growing team across Canada, that thrives on engagement, learning and growth.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person’s health journey.
Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
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, colour, 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 RecruitmentAccessibilityRequestsCanada@teladochealth.com