Patient Flow Coordinator

Position Type

Permanent

Closing date

2026-07-01

Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.

We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.

The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.

In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.

There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.

The Patient Flow Coordinator position is integral to the function and success of patient flow within the EHS system. Reporting to the Patient Flow Supervisor (PFS), Patient Flow Coordinators (PFC) will work in close collaboration with the EHS Medical Communications Centre team and Nova Scotia Health (NSH) partners, and others to improve efficiency of patient flow and transfer coordination and booking via EHS.

Under the direction of the PFS, the incumbent will work with the MCC, Operations and LifeFlight to facilitate efficient patient flow throughout Nova Scotia. The PFC will work to develop a thorough understanding of patient flow within NSH and, in turn, work closely with NSH C3, Patient Flow and other key roles for optimized EHS transfer booking, coordination and prioritization to meet patient and health system needs. The PFC will be expected to spend at least 50% of their working hours at the NSH Care Coordination Centre (C3), where they will work closely with access and flow leadership throughout the province to effectively prioritize and coordinate inter-facility transfers via EHS. Work schedule may be comprised of eight 8- or 12-hour shifts, including days, evenings, nights, weekends, and holidays.

The PFC must be able to recognize potential and actual call-taking and dispatching concerns and escalate for resolution. The completion of regular reports (as required and assigned and working with the EMC Patient Flow Supervisor to identify opportunities for improvement.)

As an employee of EMC, we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe and respectful workplace.

Duties and Responsibilities

• Support EHS Patient Flow within EHS system and in collaboration with Health System Partners
• Daily booking and coordination of EHS transfers to ensure optimization and re-prioritization as required to meet individual patient needs and health system needs. Work to plan transfers to optimize the use of EHS resources (such as multiple patients booked for concurrent transfers in Medical Transport Service units and Non-Critical Care LF transport).
• Under the guidance of the PFS, establish points of contact and build relationships with NSH partners for each zone.
• Build professional relationships with MCC, Operations, and LifeFlight members to ensure effective collaboration.
• Support NSH demand with regard to priority transfers.
• Planning of long-haul transfers for the next operational period.
• Identification and coordination of patients eligible for transfer with the Non-Critical Care Team (NCCT).
• Demonstrate discretion and assure privacy and confidentiality and ensure appropriate documentation.

Participate in Patient Flow Improvements

• Propose and participate in patient flow initiatives within the EHS and NSH systems.
• Identify significant issues and trends in the delivery of care, particularly with transfers and/or delays. Make suggest the goal improvement and comply with process and policy changes with a goal of continued operational efficiency in EHS transfers and patient flow.

Inter-Divisional Collaboration

• Participate in committees and working groups as needed and directed.
• Participate in continuous professional development and training associated with the position.
• Support and act as resource to the PFS within all aspects of patient flow.

Qualifications and Requirements

Education & Experience

• Minimum grade 12
• Licensed as a healthcare provider in Nova Scotia as an asset, such as paramedic with College of Paramedics of NS or other.
• Minimum 3 years' experience in a health setting
• Strong background in customer service a necessity
• Experience in patient flow, patient coordination role an asset; experience with patient bookings and scheduling a strong asset; experience as a paramedic or working in emergency medical services an asset.
• Experience working in project teams an asset.

Knowledge & Skills

• Strong ability to build and maintain professional networking and relationships, excellent communication, and collaboration skills.
• Highly organized with strong time management skills and proven ability to prioritize with excellent decision-making skills; can identify issues that require early escalation and support.
• Demonstrate the character to lead staff through reprioritization of demands from external stakeholders, and explain processes and procedures, when needed.
• Strong computer skills, including proficiency in all Microsoft Office applications (Word, Excel, PowerPoint etc.) required, and ability to learn new programs easily.
• Strong understanding of patient confidentiality.
• Ability to work independently as well as within a team environment.
• Strong practical knowledge of Medical Communications practices is a strong asset.

Physical Requirements

• Employee will be expected to spend time at both Redstone in the MCC and at the NSH C3
• Employe will spend various periods of sitting, standing, walking, crouching, lifting, and/or carrying light objects.
• Required to maintain one position for possible long periods of time, such as sitting at meetings, or at a desk setting.
• Employees will be reading data or inputting data, report writing, operating computers, and talking on the telephone.
• Use and exposure to general office equipment such as fax, photocopier, printer, and personal computer.
• Exposure to constant low to moderate noise levels

Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.