Client Care Coordinator, Urgent Primary Care Centre-Surrey

Detailed Overview

In accordance with the British Columbia College of Nurses and Midwives (BCCNM) standards of practice and the Mission and Values of Fraser Health, and working collaboratively and in partnership with the inter-professional care team in the provision of person-centered, culturally-safe and recovery oriented care, the Client Care Coordinator provides clinical supervision, guidance and support to nursing staff, other clinical team members and support staff within the Urgent Primary Care Centre (UPCC).

The UPCC provides timely urgent care to clients and continuous longitudinal primary care to unattached vulnerable clients residing in the assigned region.

Responsible for the day-to-day operations of the UPCC including daily patient flow. Supports / participates in research, policy, quality improvement and risk management activities.

Performs duties through a trauma-informed approach and evidence-informed practice, ensures clients and their family members are supported in navigating the health care system, and supports program and / or regional activities.

Responsibilities Leads, facilitates and guides daily intake and patient flow by applying established criteria in collaboration with the other clinical team members.

Supervises nursing, allied and nursing support staff and coordinates the work of the clinical team overall on a day-to-day basis;

observes work and corrects where necessary, monitors the quality of care and the safety of patients, assigns and adjusts work assignments, schedules and coordinates staff, monitors and may authorize staff hours of work, including overtime, vacations, leave requests, ensuring service levels and staffing requirements are met.

Supports quality patient care and excellence in practice by promoting inter-professional collaboration and team building in part through team meetings and impromptu discussions that capitalize on immediate opportunities to collaborate on client care.

Mentors and acts as a resource to staff, role models best clinical practices, assesses clinical skills and coaches staff to help them achieve established clinical performance goals.

Identifies learning requirements of staff and, in conjunction with the Manager and other members of the clinical team, provides input into the development of learning objectives;

provides clinical support and guidance and evaluates the effectiveness of learning opportunities. Determines education priorities that meet clinical and learner needs, in collaboration / consultation with interdisciplinary team members.

• Plans, implements and evaluates educational and clinical programs to meet the learning needs of direct care services staff including orientation, clinical teaching, and in-service;
• coordinates the development and review of instructional materials and maintains program records. Identifies learning outcomes;

provides / delivers educational activities such as teaching, mentoring, conducting formal presentations, demonstrations and lectures.

Participates in or leads the investigation of complaints by patients / families; follows up on complaints and implements corrective action as appropriate.

Collaborates with Quality Improvement according to established protocols. Participates in quality improvement and risk management activities by methods such as evaluating effect of changes in practice, generating recommendations for alternative approaches to practices, conducting safety audits and investigations.

Assists the Manager by attending panel interviews, providing recommendations on the selection of new staff, providing feedback to the Manager on staff performance appraisals, and providing feedback on optimal use of budgetary resources and regarding minor and capital equipment needs as requested.

Promotes staff awareness and involvement in research / evaluation activities and special projects and participates in research and special projects as appropriate.

Collaborates with internal and external stakeholders, participates on a variety of designated professional or operational committees at the unit, hospital, program and / or regional level.

Participates in the review, development, implementation and evaluation of evidence-informed clinical decision support tools / policies.

Performs other related duties as assigned. Qualifications Education and Experience Current practicing registration as a Registered Nurse with the British Columbia College of Nurses and Midwives (BCCNM).

Three years of recent related clinical experience in acute care, urgent / emergency care or related clinical area including assessing and treating children, youth and adults, plus one year of supervisory experience, or an equivalent combination of education, training and experience.

Completion of post-graduate course work and / or certification applicable to the designated clinical area as required. Skills and Abilities Clinical proficiency / expertise in the designated clinical area.

Ability to supervise and provide leadership and work direction. Ability to coordinate patient assignments, in collaboration with staff.

Ability to monitor staff workload and patient factors and adjust patient assignments accordingly. Ability to establish priorities for patient care, patient flow / discharge planning and overall daily operations of the designated unit(s).

Ability to monitor the quality of patient care and ensure maintenance of standards for nursing practice and nursing support staff.

Ability to monitor, assess and address performance issues based on professional standards of practice and to provide input to the Manager on formal performance reviews.

Ability to role model, coach and mentor best practices in patient care. Ability to identify individual or group learning priorities to meet identified program, organizational and learner needs, in collaboration with other clinical staff.

Ability to support implementation of education based on changing practices e.g. legislation and technology. Ability to provide input into budgets and minor and capital equipment.

Ability to communicate effectively both verbally and in writing. Ability to work independently and in an organized and self-directed manner.

Ability to problem-solve and effectively deal with conflict situations. Ability to operate related equipment including applicable software.

Physical ability to perform the duties of the position.