Job Description

(This is a 100% remote position - the full flexibility to work from home!)

As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors. We deliver care across 175 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience. Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs. Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.

Position Summary

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.

Role 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

Skill Requirements/Preferences

• Bilingual both in both French and English is a requirement
• 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), Nurses Association of New Brunswick (NANB) is a plus.
• 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.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

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.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

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 RecruitmentAccessibilityRequestsCanada@teladochealth.com

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