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Following is a summary of the major job processes of the patient flow representative job at Forsyth Medical Center in Winston-Salem, NC.

Job processes for patient flow representative

December 1, 2006

Job processes for patient flow representative

Following is a summary of the major job processes of the patient flow representative job at Forsyth Medical Center in Winston-Salem, NC. Other duties not mentioned below may be performed and specific activities may change from time to time.

Patient flow

  • Facilitate the flow of patients arriving in the emergency department, particularly those patients who require an inpatient admission.
  • Seek and accept daily feedback and direction from the patient flow coordinator.
  • Coordinate key decision makers in promptly addressing patient throughput issues.
  • Collaborate with nursing supervisors and clinical staff to facilitate patient movement.
  • Take proactive steps to be the patient's advocate so that he or she moves through the process quickly.
  • Communicate with bed control and environmental services staff related to bed readiness.
  • Meet with patients in the emergency department awaiting treatment / procedures to:
    • seek clarification to respond to patients' and families' questions;
    • educate patients and families on the emergency department and admitting processes;
    • communicate procedure status to patients/families if requested. Provide timely updates to patient/family as information changes;
    • receive feedback: Probe for concerns, needs, and impressions of service;
    • inform families of hospital amenities;
    • provide food / beverages as allowed per physician orders.

Guest Services (Emergency Department Lobby)

  • Greet arriving patients and guests in the lobby.
  • Input data into the tracking system.
  • Answer questions of patients or guests and advise of pending wait times.
  • Educate guests on ED protocol.
  • Answer the incoming telephone calls following the Novant Health standards.
  • Serve as a resource for families and guests in locating patients who are being treated and give directions to locations within the hospital.

Customer service / communication

  • Facilitate excellent customer service to ED patients.
  • Serve as a liaison between emergency department, clinical staff, and patients/families. Identify opportunities to improve the patient's experience.
  • Maintain a level of communication that meets the needs of the customer. Follow up on every concern to ensure a resolution occurs that meets the patient's expectations.
  • Receive and provide customer feedback.

Other responsibilities

  • Coordinate with patient relations as needed (chaplain services, interpreters, notary, advance directives, etc.).
  • Follow infection control guidelines for patient and personal protection.
  • Initiate interactions with patients and families that result in feelings of care, concern, and comfort.
  • Understand the value each person brings to the team.
  • Demonstrates belief in the value of individual contributions to the team's success and customer excellence.
  • Perform other tasks per direction of the director or coordinator.
  • Offer assistance to team members to meet patients' care needs.
  • Be flexible and willing to rotate through the various locations in the emergency department.