Participant Flow Coordinator

Description

Who We Are

Innovative Integrated Health (IIH) is a mission-driven healthcare organization dedicated to helping frail, underserved, and multiethnic seniors live safely and independently at home with dignity. Through the Program of All-Inclusive Care for the Elderly (PACE) model of care, we deliver high-quality, personalized healthcare and supportive services that improve quality of life across the communities we serve.

At IIH, our work is rooted in compassion, cultural understanding, and deep respect for those in our care. Team members play a vital role in supporting seniors throughout Central and Southern California—delivering care that’s not only clinically excellent, but also personal, coordinated, and community-based.

When you join IIH, you become part of a team committed to making a real difference in the lives of older adults—every single day.

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. 

Requirements

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 re