Flow Coordinator

POSITION SUMMARY

This is a full-time position located in New York City at Project Street Beat Medical Health Center office within PPGNY Region One. The Flow Coordinator for Project Street Beat is responsible for working collaboratively with the HIV Prevention Specialists, Substance Use Counselors, HIV Prevention Case Managers, and the Advanced Practice Clinician to maintain patient flow and ensure a positive patient experience. The Flow Coordinator maintains systems that meet productivity performance benchmarks and performs duties of a patient care associate including HIV counseling and testing, linking consumers to PrEP education and access, completing, processing, and handling specimens in the Medical Health Center, running proper controls, inventory, and restoring supplies. The role is also responsible for outreach and education to the priority population. The Flow Coordinator requires travel 90% of the time on the Mobile Health Center 4 days per week throughout New York City and Nassau County.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Customer Service & Productivity (60%)

• Continuously monitor patient flow and provide appropriate triage as necessary to minimize wait times and facilitate excellent customer service and meet customer satisfaction benchmarks.
• Collaborate with staff and Project Street Beat Leadership to facilitate optimal patient care and flow.
• Keep site leadership informed of the flow of the day and anything out of the ordinary
• Promote continuous communication that creates and maintains a teamwork approach and effective customer service.
• Work collaboratively with the HIV Prevention Specialists and Case Managers to engage, enroll and facilitate services: HIV Counseling and Testing, PrEP, Seeking Safety, and Overdose Prevention training.
• Contributes to achieving Project Street Beat monthly service delivery goals.
• Understands and commits to customer-oriented approach to health care delivery.
• Assist Advanced Practice Clinician in performance improvement plans

Program and Office Support (40%)

• Provide outreach support on the Mobile Medical Health Center (MHC) shifts, 9am-5pm and or 4pm-12am. During outreach engage and educate priority populations on HIV Counseling and Testing, PrEP, Seeking Safety and Overdose Prevention.
• Provide HIV Counseling and Testing as per Project Street Beat policies and procedures.
• Instruct patients on collection of self-collected samples following the test specific package insert
• Conduct specimen collection (including blood sample by venipuncture and skin puncture, as directed), test analyses for point of care testing, and complete paper/electronic documentation as required
• Conduct basic patient counseling on laboratory tests, including but not limited to test specific incubation period, site-based screening, typical specimen processing time by outside lab and result retrieval options
• Complete processing, handling, and specimen transport preparation
• Educate and enroll consumers into PrEP as per Project Street Beat policies and procedures.
• Provide Overdose Prevention training in the office and in nontraditional settings as per Project Street Beat policies and procedures.
• Enter complete required data into PSB data systems within 48 hours of completing a service. Current PSB data systems include but are not limited to ECW and ETO.
• Perform and document quality control verification for point of care testing, monitor refrigerator & ambient temperature and conduct parallel testing as needed, while adhering to the laboratory’s quality control policies
• Complete send out & in-house test reconciliation and record maintenance
• Complete inventory, re-stocking, & expiration date monitoring of all laboratory supplies. Assure supplies are maintained at a level that does not impede the efficient operation of the laboratory
• Be able to identify problems that may adversely affect test performance or quality of test results and either correct the problem or notify the appropriate supervisor
• Document all corrective actions taken when test systems deviate from established performance specifications
• Performs medical bin transport and specimen delivery
• Supports clinical leadership in training, motivating, monitoring staff members.
• Works effectively with volunteers, trainees and temp agency personnel.
• Performs other educational and experience related duties as required.

CORE COMPETENCIES

• A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice.
• A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.
• Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility.
• Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.

REQUIRED SKILLS/ABILITIES:

Interpersonal

• Excellent customer service and communication skills
• Ability to remain focused and calm in stressful situations.
• Excellent interpersonal and verbal skills
• Superior oral and written communication skills
• Ability to develop and maintain effective, professional relationships with internal and external stakeholders.
• Ability to work effectively as part of a team.

Technical

• Proficient in Microsoft Office
• High degree of comfort with electronic health records

Subject Matter Knowledge

• Patient Care Associate Duties

Work Habits/Attributes

• Keen attention to detail
• Excellent organizational skills
• Outstanding time management skills, including the ability to work under deadline.
• The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities.
• Ability to exercise sound judgment and independent decision-making skills.
• Ability to produce reliable, high quality work with minimal direct supervision.
• Ability to exercise discretion in the handling of confidential information.
• Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require.
• Well-developed problem-solving and critical thinking skills

REQUIRED QUALIFICATIONS

Minimum education

• High school diploma/GED

Minimum work experience

• Two (2) years of experience providing direct support to vulnerable populations experiencing homelessness, substance use, mental health issues, and/or living with HIV/AIDS
• Two (2) years of experience providing HIV counseling and testing in an office and or nontraditional setting.
• Two (2) years of experience facilitating support groups and or providing training.
• One year (1) of experience completing, processing and handling specimens in the Medical Health Center. Inventory and restoring supplies and assisting the Lab Supervisor.

PREFERRED QUALIFICATIONS

• Graduate of an accredited Medical Assisting program
• Previous experience working with electronic health records.
• Proficiency in other languages preferred
• Prior Planned Parenthood employment
• Prior healthcare employment
• Previous experience in a high-volume customer service role
• Proficient in duties of Patient Care Associate
• Must have excellent writing and interpersonal skills and must be detail-oriented.
• Computer proficiency in Microsoft Office and Electronic Health Records.
• Familiarity with online medical databases a plus.

TYPICAL PHYSICAL DEMANDS

• Requires prolonged sitting and repetitive tasks including use of a computer. Frequent standing, walking, bending. Must be able to walk up and down stairs. Requires lifting or moving of patients/supplies/equipment. Visual acuity sufficient to perform frequent work on a computer screen and review printed reports and other materials. Requires the ability to hear and communicate orally with others. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets, and medical equipment and will require reaching, grasping, pushing, and pulling.

TYPICAL WORKING CONDITIONS

• This job operates in a professional office environment. Potential exposure to communicable diseases and other conditions in a health center environment. May require travel to other health centers, at times in inclement weather. Requires a flexible schedule and during peak activity periods work in excess of 7.5 hours per day and/or 37.5 hours per week.