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).
• 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.

Work Environment
• Office ☒ Remote • Hybrid (Office & Remote)

Salary Range

$85,000 to $93,000/year

Position Type

Net New

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.

Job Description Acknowledgment

This job description is a general overview of the 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.