Full-time Patient Care Coordinator - Irregularly Scheduled, BCEHS

BC Emergency Health Services; Vancouver; On-site; CAD 50,000 - 75,000; Full time

Job summary

BC Emergency Health Services (BCEHS) is seeking a Full-Time Patient Care Coordinator (PCC) in Vancouver. The PCC plays a critical role in coordinating patient care by triaging referrals and liaising with healthcare providers to ensure seamless transitions between care settings. This position requires a blend of customer service and medical knowledge, as the coordinator will advocate for patients' needs while adhering to clinical protocols and guidelines.

Qualifications

• One-year recent related experience or equivalent combination of education, training, and experience.
• Valid Standard First Aid Certificate and CPR-C.
• Current relevant dispatcher experience with a minimum of 1 year.

Responsibilities

• Processes incoming requests and referrals for community care services.
• Monitors referral timeframes and assists BCEHS clinicians.
• Documents all required information accurately and timely.

Skills

Customer Service

Triage Protocols

Medical Advocacy

Education

Graduation from Nursing Unit Clerk/Medical Office Assistant program

Grade 12 or equivalent

Tools

Scheduling Software

Job description

BCEHS intends to fill 1 (one) vacancy for a Full-Time Irregularly Scheduled Patient Care Coordinator (PCC), Community Paramedicine (CP) in Vancouver.

BCEHS must first give preference to qualified, internal applicants before we are able to consider qualified, external applicants.

Job Summary

The Patient Care Coordinator (PCC) within the BC Emergency Health Services (BCEHS) Community Paramedicine (CP) team serves as an essential referral node between BCEHS paramedics and primary care partners across Health Authorities. As the first point of contact for inbound referrals, the PCC receives, triages, and connects patients to appropriate care resources based on their needs. This role is crucial for providing safe, proficient, and reliable coordination of care through the effective use of triage protocols and technology within the dispatch operations center.

The PCC's responsibilities include transcribing referrals, booking appointments, liaising with Health Authority partners, integrating medical records, and advocating for patients to ensure smooth transitions between scheduled and unscheduled care. The PCC also plays a vital role in expanding paramedic roles to meet broader health needs, including preventive care, chronic disease management, and post-hospital support.

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic direction of PHSA and BCEHS, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA and BCEHS. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Within the BC Emergency Health Services (BCEHS) Community Paramedicine team, the Patient Care Coordinator (PCC) is an important referral node between BCEHS clinicians and their primary care partners across Health Authorities. As the first point of contact for inbound referrals, the Patient Care Coordinator receives and triages patient information from the scheduled (community) and unscheduled (emergency) care systems to connect patients to the right care resource for their needs. The PCC is responsible for providing safe, proficient, and reliable pathway coordination for BCEHS clinicians, patients, and external partners via approved triage protocols and technology in the dispatch operations center.

Reporting to the Manager, Community Programs, and with the real-time support of the Community Paramedicine and provincial dispatch teams, the Patient Care Coordinator facilitates the transition of patients between scheduled and unscheduled care through transcribing referrals, booking appointments, integrating medical records, providing patient advocacy, liaising with Health Authority partners, and supporting the development of patient care plans.

Patient Care Coordinators are expected to act in accordance with the operational guidance of the Community Paramedicine and Provincial Operations teams. Community Paramedicine is responsible for expanding paramedics' roles to address broader health needs, including preventive care, chronic disease management, and post-hospital support. This initiative focuses on improving patient outcomes, enhancing access to care, and reducing the strain on emergency services and hospitals. As ambassadors to BCEHS and Community Paramedicine, PCCs act in accordance with BCEHS's policies, procedures, code of conduct, code of ethics, and other appropriate legislation.

Duties

• Receives and processes all incoming requests and referrals for community care services by phone call or electronic referral, inputting medical and non-medical data into a computer whilst demonstrating exceptional customer service.
• Assesses all referrals and calls as efficiently and accurately as possible using multiple computerized systems while ensuring consistency with current guidelines and regulations. Remains familiar with provincial and regional referral pathways and associated protocols.
• Completes the required electronic records in an accurate and timely manner, documenting all required information.
• Schedules and books clients/other event appointments utilizing a computerized scheduling system and other related software applications, adjusting arrangements in accordance with patient and departmental requirements and notifying the appropriate parties.
• Functions as a liaison between referring providers, clients, and BCEHS clinicians by exchanging patient information and service requests. Triages, processes and updates daily schedules in order of acuity level, and clinician availability.
• Supports BCEHS clinicians to use scheduling software and fulfill the expectations of system use.
• Shows care, compassion and consideration to health care staff, partners, clients, and colleagues dealing with highly distressing and emotional circumstances.
• Monitors referral timeframes and BCEHS clinical staff to ensure that the client continues to receive the required care or discharge.
• Achieves daily individual key performance indicators (KPIs) by adhering to dispatch standards, as well as the established roles and responsibilities.
• Follows policy & procedure and report any issues to the appropriate supervisor.
• Maintains educational requirements of BCEHS through attending meetings, training, and system updates as requested by the leadership team.
• Participates in quality and research initiatives in support of the quintuple aim of healthcare.
• Adheres to BCEHS policies, practices, and protocols including privacy and confidentiality of patients.
• Acts in a manner consistent with the PHSA values of compassion, respect, equity, courage, and innovation.
• Performs other related duties as assigned.

Qualifications:

Education, Training and Experience

• Graduation from a Nursing Unit Clerk/ Medical Office Assistant program plus one-year recent related experience or an equivalent combination of education, training, and experience.

• Current relevant equivalent dispatcher experience: Qualified Emergency Medical Call Taker (EMCT) / Interfacility Medical Call Taker (I-EMCT) with a minimum of 1 year experience.

• Grade 12 or equivalent
• Valid Standard First Aid Certificate.
• Valid Cardiopulmonary Resuscitation-Certificate (CPR-C).

Additional Skills & Knowledge

Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.

Supports team members on their learning journey, ensuring education strategy for team/department to implement Indigenous Cultural Safety at a practical level.

Works collaboratively with appropriate Indigenous teams/departments to ensure ICS lens applied holistically.

Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).

As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti- racism and accompanying reports (BC DRIPA, TRC, etc.).

Posting: EB 25:224

Position: Full-Time Irregularly Scheduled Patient Care Coordinator (PCC), Community Paramedicine (CP), BCEHS

Location: Patient Care Coordinator (PCC) Community Paramedicine (CP) - Vancouver

Position(s): 1 (one)

Posted: May 30, 2025

Closed: June 12, 2025

Start date: ASAP

Training: July 14, 2025 / or as operationally required

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