PATIENT CARE SERVICES OPERATIONS COORDINATOR

The Patient Care Services Operations Coordinator supports Patient Care Services through staffing coordination, agency workforce management, workforce analytics, nursing quality data reporting, and administrative support. This role partners with nursing leaders, clinical teams, Human Resources, Finance, Quality, and external staffing partners to optimize resource utilization, support safe patient care, and improve operational efficiency.

Essential Duties

Patient Care Services Operations Support

• Provide operational and administrative support to Patient Care Services leadership and clinical departments.
• Support staffing, workforce management, agency coordination, reporting, and process improvement initiatives.
• Partner with nursing leaders and organizational stakeholders to identify needs, improve workflows, and support operational priorities.
• Maintain confidentiality and discretion when managing employee, patient, financial, and organizational information.

Staffing and Workforce Coordination

• Coordinate staffing schedules for patient care departments based on census, acuity, productivity expectations, and organizational staffing guidelines.
• Monitor daily staffing needs, including call-offs, vacancies, schedule changes, leaves of absence, and patient volume fluctuations.
• Coordinate use of internal staffing resources, float pool, registry, agency, and overtime to meet operational needs.
• Maintain accurate staffing records, including schedules, assignments, availability, time-off requests, call-offs, overtime, premium pay, and staffing adjustments.
• Serve as a resource for staff and leaders regarding scheduling processes, staffing questions, and schedule changes.
• Analyze staffing trends and recommend opportunities to improve workforce utilization and scheduling efficiency.

Agency Workforce Management

• Coordinate agency staffing processes, including assignments, schedules, onboarding, documentation, system access, education, and departmental expectations.
• Maintain agency staffing records and monitor compliance with licensure, certifications, competencies, health requirements, background checks, and regulatory standards.
• Review agency timesheets for accuracy, including hours worked, overtime, shift differentials, and billing requirements.
• Partner with Finance and staffing vendors to support accurate invoicing, resolve billing discrepancies, and communicate staffing or documentation needs.
• Monitor agency utilization, cost trends, hours worked, and staffing patterns; provide reports and recommendations to nursing leadership.
• Support appropriate agency utilization through workforce planning, recruitment support, and retention initiatives.

Data Collection, Analysis, and Reporting

• Collect, validate, maintain, and analyze staffing, workforce, agency, and nursing quality data.
• Coordinate National Database of Nursing Quality Indicators (NDNQI) data collection, submission, validation, reporting, and dissemination.
• Develop reports and dashboards related to staffing metrics, overtime, agency utilization, vacancies, productivity, turnover, and nursing-sensitive quality indicators.
• Analyze trends and provide recommendations to support leadership decision-making and operational improvement.

Quality and Process Improvement

• Support Patient Care Services quality and process improvement initiatives through data collection, reporting, audits, and follow-up activities.
• Identify opportunities to improve staffing processes, agency compliance, workflow efficiency, employee engagement, and operational effectiveness.
• Participate in initiatives aligned with nursing excellence, patient safety, and organizational goals.

Communication and Collaboration

• Serve as a liaison between Patient Care Services leadership, nursing departments, Human Resources, Finance, Quality, and external staffing vendors.
• Communicate staffing needs, schedule changes, reports, agency requirements, and operational updates in a timely and professional manner.
• Respond to inquiries related to staffing systems, scheduling processes, agency requirements, and operational procedures.
• Support meetings, special projects, education, and cross-training needs within Patient Care Services.

Knowledge, Skills, and Abilities

• Demonstrates professionalism, integrity, discretion, accountability, and confidentiality.
• Knowledge of healthcare staffing, workforce coordination, agency staffing, compliance monitoring, and scheduling processes.
• Proficiency with electronic scheduling systems and Microsoft Office Suite, including Excel, Word, and Outlook.
• Ability to collect, analyze, interpret, and communicate operational, staffing, and nursing quality data.
• Knowledge of NDNQI data collection, submission, benchmarking, and dissemination preferred.
• Strong organizational, analytical, problem-solving, written communication, and verbal communication skills.
• Ability to manage multiple priorities, meet deadlines, adapt to changing needs, and build effective working relationships.

Compliance Responsibilities

• Adhere to applicable federal, state, local, accreditation, contractual, and organizational requirements.
• Maintain HIPAA compliance and confidentiality of employee, patient, financial, and organizational information.
• Ensure staffing and agency practices align with regulatory standards, organizational policies, and professional expectations.
• Complete assigned education, competencies, LMS modules, hospital-based certifications, and regulatory requirements, including DNV, CARF, and other applicable standards.

Working Conditions

• Primarily office-based with frequent interaction with patient care departments and nursing leadership. 
• Requires prolonged computer use and attention to detail. 
• Requires ability to work in a fast-paced healthcare environment with frequent interruptions and changing priorities. 
• Flexibility to adjust hours based on staffing and operational needs may be required.

Required Experience:

• Experience in healthcare operations, staffing coordination, scheduling, workforce management, data management, or administrative support. 
• Experience working in a healthcare environment with multiple competing priorities. 

Preferred Experience:

• Previous experience in hospital staffing, nursing operations, workforce management, healthcare administration, agency staffing, vendor coordination, billing support, or healthcare data reporting.
• Experience with NDNQI data collection, nursing quality reporting, benchmarking, and electronic staffing or scheduling systems.

Required Licensure/Education:

• Associate’s degree in Healthcare Administration, Business Administration, Human Resources, Nursing, or related field.

Preferred Education:

• • Bachelor’s degree in Healthcare Administration, Business Administration, Human Resources, Nursing, or related field.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Riverside Healthcare offers a comprehensive suite of Total Rewards: benefits and nationally rated employee well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so your journey at and away from work is remarkable. Our Total Rewards package includes: 

Compensation

•              Base compensation within the position’s pay range based on factors such as qualifications, skills, relevant experience, and/or training
•              Premium pay such as shift differential, on-call
•              Opportunity for annual increases based on performance

Benefits - .5 to 1.0 FTE

•              Paid Time Off programs
•              Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
•              Health Savings and Flexible Spending Accounts for eligible health care and dependent care expenses
•              Defined contribution retirement plans with employer match and other financial wellness programs
•              Educational Assistance Program

Benefits - .001 to .49 FTE:

•              Paid Leave Hours accrued as you work

Employee Health Requirements:

Exposure:

• Chemicals: Refer to MSDS Sheets 
• Video Display Terminals: Extreme 
• Blood and Body Fluids: Minimal potential due to very restricted direct patient contact. 
• TB or Airborne Pathogens: Minimal potential due to very restricted direct patient contact. 

Sensory requirements (speech, vision, smell, hearing, touch):

• Speech: Required to communicate with physicians, patients, staff and hospitals. 
• Vision: Needed to see MIS display, graphic lines for documentation, read printouts of reports, names on charts and forms. 
• Smell: Needed for electrical/fire safety, detect presence of ETOH on patients and visitors. 
• Hearing: Needed for telephone communication, hear intercom system from patient rooms and front door. 
• Touch: Required to manipulate and operate office equipment and tools. 

Activity/Lifting Requirements:

Percentage of time during the normal workday the employee is required to:

• Sit: 68%
• Twist: 10%
• Stand: 20%
• Crawl: 0%
• Walk: 10%
• Kneel: 2%
• Lift: 5%
• Drive: 2%
• Squat: 5%
• Climb: 1%
• Bend: 5%
• Reach above shoulders: 2%

The weight required to be lifted each normal workday according to the continuum described below:

• Up to 10 lbs: Frequently
• Up to 20 lbs: Occasionally
• Up to 35 lbs: Occasionally
• Up to 50 lbs: Not Required
• Up to 75 lbs: Not Required
• Up to 100 lbs: Not Required
• Over 100lbs: Not required

Describe and explain the lifting and carrying requirements:

• Carry records from place to place, waist high approx 10-15'. 
• Lift supplies from floor to cabinets, about 3-4'. 
• Lift/carry supplies from utility rooms to counter and office. 
• Carry stacks of chairs waist high approx 5-15'. 
• In an emergency, could be required to carry a fire extinguisher down/up 3 flights of stairs and several hundred yards.

Maximum consecutive time (minutes) during the normal workday for each activity:

• Sit: 120
• Twist: 10
• Stand: 30
• Crawl: 0
• Walk: 10
• Kneel: 5
• Lift: 2
• Drive: 0
• Squat: 5
• Climb: 1
• Bend: 15
• Reach above shoulders: 2

Repetitive use of hands (Frequency indicated):

• Simple grasp up to 10 lbs. 
• Normal weight: 5- 10 lbs-occasionally 
• Pushing and pulling normal weight: 5-100lbs occasionally.
• Fine Manipulation: Writing and computer keyboard.

Repetitive use of foot or feet in operating machine control: 

• None

Environmental Factors and Special Hazards:

Environmental Factors (Time Spent):

• Inside hours: 8
• Outside hours: 0
• Temperature: Normal Range
• Lighting: Average
• Noise levels: Average
• Humidity: Dry
• Atmosphere: Odors

Special Hazards: Radiation, Chemical 

• Chemical -drugs/work with patients receiving chemotherapy-Explosive-oxygen; Radiation-cesium implants and radioactive iodine therapy direct radiation for radiology equipment; mechanical- use of Hoover lift bed scales, motorized wheelchairs, bathtub lift chair.
• Protective Clothing Required: As required for chemotherapy or in cases of isolation, i.e. gloves, gowns, masks, goggles.