Patient Management Coordinator

At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to the Victorian public, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life.
Our Operational Communications division is responsible for coordinating and optimising state-wide emergency and non-emergency ambulance response, as well as the provision of patient care through Australia's largest ambulance triage directorate.
About the role
Ambulance Victoria currently have a great opportunity for a Patient Management Coordinator to join the Patient Management team within AV's Triage Services directorate. Reporting to the Patient Management Lead, this position is primarily responsible for developing patient management plans that provide coordinated care responses, to frequent and complex callers. These management plans coordinate and support AV's Triage Practitioners, Paramedics and Mental Health Clinicians to provide Best Care responses to frequent and complex callers in the community.

**Your responsibilities will include, but are not limited to**:

- Work closely and collaboratively with the Patient Management Lead to provide appropriate pathways and specialist advice to improve the care provided to frequent and complex callers and follow escalation pathway where required
- Ensure quality control standards of documentation are consistently met to reflect the current perspective of patient care & ensure triage resources achieve Best Care principles
- Assist with the development and delivery of education and training to achieve Best Care for frequent and complex callers
- Identify and participate in continuous improvement of patient management systems, processes and structures, as supported by the Patient Management Lead
- Attend stakeholder meetings & provide advice and recommendations to the Patient Management Lead on potential improvements and efficiencies
- Ensure risk mitigation strategies are employed when creating patient management plans that reflect both patient needs and AV service delivery and care standards

About you
Suited to a highly motivated individual who is passionate about improving care responses for patients with complex social and health care needs, the successful applicant will possess:

- Current AHPRA Paramedic or Division 1 Nurse registration
- High standard of clinical knowledge and skills
- Significant experience and a thorough knowledge of managing frequent and complex callers, presenting to an Emergency Ambulance or Health Service
- Working knowledge of information systems (Desirable)
- Interpersonal and influencing skills to gain the acceptance and support of ideas, cooperation of others, and the ability to modify styles and techniques to accommodate tasks, situations and individuals
- Well-developed conceptual, analytical and problem-solving skills to enable the identification of issues, and the clinical judgement and decision-making ability to determine caller suitability for a management plan
- Integrity and judgement to ensure matters of a confidential or sensitive nature are handled appropriately

Working at AV
We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you
Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.
All applicants must have unrestricted working rights in Australia.
This position is graded at the AVEA -Schedule B award, plus 10.5% superannuation.
How to apply
- A covering letter
- Document addressing the key selection criteria.
- A resume

At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.