The Patient Flow Manager reports to the NCH Director of Patient Flow and Patient Support Services, and is responsible for managing access and patient flow in a safe, efficient and coordinated manner using digital technology and daily management systems as key building blocks of effective inpatient bed management.

The Patient Flow Manager is responsible for providing professional leadership and the operational management of operational Patient Flow, ensuring the safe, timely, and efficient movement of patients across the organisation. This includes overseeing day‑to‑day patient flow operations, implementing evidence‑based strategies to optimise capacity, and ensuring high‑quality, patient‑centred care. The role leads continuous quality improvement initiatives, fosters effective multidisciplinary communication, and supports the development and performance of staff to maintain consistent, high‑standard patient flow practices.

Under limited direction, you will provide operational leadership and system‑wide coordination of patient flow across the CHS, ensuring consistent, efficient, and safe movement of patients between services, units, and care pathways.

You will:

1. Provide proactive support across CHS clinical areas to optimise safe, timely, and patient‑centred flow, ensuring patients receive the right care in the right place at the right time. This includes contributing to improved patient outcomes, reduced delays, and enhanced patient experience.
2. Collaborate with unit leaders to plan, coordinate, and streamline patient movement through the care continuum, ensuring safe, efficient transitions and minimising bottlenecks that impact patient outcomes and satisfaction.
3. Demonstrate leadership in managing real‑time patient flow by responding to fluctuations in activity, capacity, and resource demands across CHS. This includes identifying, escalating, and resolving barriers that impede efficient patient flow.
4. Oversee the collection, analysis, and maintenance of patient flow data, producing accurate and timely activity reports to support operational decision‑making and strategic planning.
5. Maintain and facilitate a supportive learning environment undertaking professional and personal development, promotion and implementation of change processes as identified with CHS and Nursing Strategy and Business Plans.
6. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Behavioural Capabilities

1. Strong organisational skills with a high degree of drive.
2. Adaptability and flexibility to accommodate change and provide responsive services to meet clients’ needs.
3. An ability to work respectfully in partnership (with a range of stakeholders while simultaneously demonstrating leadership).

Specific responsibilities include, but are not limited to, the following.

Essential

• Eligible for registration with the Nursing and Midwifery Board through the Australian Health Practitioner Regulation Agency (AHPRA).

Specific responsibilities include but are not limited to the following.

Essential

• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.
• Fulfil the responsibilities of this role in alignment to the CHS Exceptional Care Framework and all other related frameworks.

Desirable

• Pre-employment National Police Check.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.

All employees are required to:

• Adhere to the Canberra Health Services Values and the ACT Public Service Code of Conduct.
• Act in accordance and comply with all relevant Safety and Quality policies and procedures.
• Comply with all relevant clinical and/or competency standards.
• Be available for weekend and/or after-hours work.

CHS is leading the drive to digitally transform health service delivery in Australia through the implementation of a territory wide Digital Health Record. Computer literacy skills are required which are relevant to this role as you will be responsible for completing required documentation and becoming a proficient user of the Digital Health Record and/or other Information Technology systems; once proficient, you will need to remain current with changes, updates, and contingencies.

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Proven ability to lead and coordinate safe, efficient, and timely patient flow within a health facility, maximising bed utilisation and capacity through effective assessment, planning, and escalation processes while maintaining a strong focus on patient‑centred care.
2. Demonstrated capability to work collaboratively within a multidisciplinary team, communicating clearly and proactively to support effective decision‑making and foster a culture of open communication, mutual respect, and constructive feedback in a dynamic environment.
3. Demonstrated ability to manage and monitor human and material resources to support optimal patient flow, ensuring alignment with budgetary parameters, activity targets, and operational priorities to achieve efficient service delivery.
4. Proven leadership in promoting high‑quality customer service principles, applying evidence‑based practice to enhance patient flow and care experience, and supporting continuous quality improvement through the development, and supporting of staff.
5. Demonstrates leadership in delivery of high-quality customer service principles that focus on patient centered care, use of evidence-based practice to support continuous quality improvement, and development and support of staff.
6. Demonstrates understanding of, and adherence to, safety and quality standards, Work Health and Safety and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful, and kind.

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.

Administrative	Frequency
Telephone use	Frequently
General computer use	Frequently
Extensive keying/data entry	Frequently
Graphical/analytical based	Occasionally
Sitting at a desk	Frequently
Standing for long periods	Occasionally

Psychosocial demands	Frequency
Distressed People e.g. Emergency or grief situations	Occasionally
Aggressive & Uncooperative People e.g. drug / alcohol, dementia, mental illness	Occasionally
Unpredictable People e.g. Dementia, mental illness, head injuries	Occasionally
Restraining e.g. involvement in physical containment of clients/consumers	Never
Exposure to Distressing Situations e.g. Child abuse, viewing dead / mutilated bodies; verbal abuse; domestic violence; suicide	Occasionally

Physical demands	Frequency
Distance walking (large buildings or inter-building transit)	Frequently
Working outdoors	Never

Manual handling	Frequency
Lifting 0 - 9kg	Occasionally
Lifting 10 - 15kg	Never
Lifting 16kg+	Never
Climbing	Never
Running	Never
Reaching	Occasionally
Kneeling	Never
Foot and leg movement	Occasionally
Hand, arm and grasping movements	Frequently
Bending/squatting	Occasionally
Bend/Lean Forward from Waist/Trunk twisting	Occasionally
Push/pull	Occasionally
Sequential repetitive movements in a short amount of time	Occasionally

Travel	Frequency
Frequent travel – multiple work sites	Frequently
Frequent travel – driving	Never

Specific hazards	Frequency
Working at heights	Never
Exposure to extreme temperatures	Never
Operation of heavy machinery e.g. forklift	Never
Confined spaces	Never
Excessive noise	Occasionally
Low lighting	Never
Handling of dangerous goods/equipment e.g. gases; liquids; biological.	Never
Slippery or uneven surfaces	Never