The Team Coordinator plays a vital role in supporting the work of the physicians, APPs and nurses within Community Hematology Oncology through independently performing a variety of complex administrative functions. This position coordinates and manages all the non-nursing patient case-loads, assisting with patient phone calls, Epic InBasket, scheduling and completion of ordered services (i.e. imaging, procedures, specialty referrals, line placement reservations, etc.).

 

The incumbent takes direction from physicians, APPs, practice leadership, nurses, and others as needed, but must use independent judgement in implementation of those directions. This position serves as a liaison and communication link between patients and an interdisciplinary care team within Community Hematology Oncology, and other departments and groups, both internal and external.

 

The incumbent helps to build and maintain good working relationships with the departments and groups that provide services to community hematology oncology patients. This position also maintains ongoing quality management and patient tracking programs, as directed by practice and nursing leadership.

 

Additionally, this position is instrumental in streamlining the processes of the medical and clinical practice members, allowing for the best possible use of provider and nursing time, and taking on extra duties as needed. This position also functions as the contact for the practice, including any changes, problems, or repairs with equipment (i.e. phones, computers, printers, faxes, etc.) as well as projects as assigned by the manager.

 

This position is ultimately responsible for helping to organize the care team by developing and implementing standard work, new processes, and tracking systems.

Key Responsibilities & Performance Standards

 

Patient Management

• Responsible for coordinating and managing all non-medical/nursing aspects of the patient’s care process, to include but not limited to patient communication, Epic InBasket support, paperwork processing and follow-up, scheduling navigation and follow-up, etc.
• Works with the PAS/R staff to schedule tests, diagnostic procedures, and admissions according to protocol, nursing and/or physician request with high level of accuracy.
• Help ensure pre-visit services, such as labs, imaging, etc., are completed on time, as ordered, in support of patients’ community hematology oncology appointments, and work with the practice team (i.e. schedulers, managed care coordinators, providers, etc.) to resolve any gaps in pre-visit readiness.
• Work with practice schedulers and managed care coordinators to ensure all needed appointments, labs, imaging, procedures, etc. are scheduled and authorized per provider instructions.
• Answer phone lines, and screen and deliver all messages in a timely fashion. This involves personally handling non-nursing/medical calls, and making sure that messages the providers and/or nurses receive is accurate and complete.
• Responsible for the accurate and timely completion, submission and follow-up of patient paperwork, such as FMLA, DME, questionnaires, etc.
• May be responsible for gathering patient information, or relaying patient information, to internal and external stakeholders (i.e. referring providers, referred to departments, patients, interdisciplinary team members, etc.), which requires excellent communication skills, both in writing and verbally, and attention to detail and consideration of HIPAA and PHI regulations

Administrative & Clinical Support

• Optimize use of provider and nursing time for essential duties by developing new procedures and tracking processes to streamline operations of the practice
• Document legibly, concisely, and completely to ensure others can accurately assess the status of patient progress by reviewing said documentation
• Answer and respond to calls from a variety of stakeholders, ensuring timely and professional message response
• Use established checklists and sign-out procedures appropriately
• Process InBasket messages (records requests, labs, imaging, message routing, etc.), demonstrating excellent written communication skills
• Ensure information provided to patients and care team members is accurate and complete
• Process incoming/outgoing faxes (labeling, records requests, upload refill requests, etc.)
• Manage patient paperwork (questionnaires, FMLA, provider signatures, no-show letters, etc.)
• Support inventory management, to include the tracking and stocking of equipment and materials, assisting with ordering supplies, and notifying appropriate personnel when cleaning and repair of equipment is needed
• Setup virtual visits for providers, as needed
• Process incoming/outgoing mail for providers and nursing
• Use of Microsoft Office – Word, Excel, Outlook
• Other duties as assigned

Team Communication and Patient Experience

• Participate in community hematology oncology interdisciplinary care rounds, presenting information or raising questions or concerns as needed
• Attend and actively participate in practice huddles and staff meetings, sharing any ideas or issues with the team as needed
• Develop and/or identify opportunities for process improvements, working with practice leadership and team members to create and update standard work and job aids
• Addresses in-the-moment patient needs as directed
• Maintain accurate data management, logs, and tracking systems of relevant information

Professional Development

• Work to maintain knowledge of care delivery timelines to help ensure patient experience does not deviate from standard expectations, and work to develop appropriate tracking and data management systems
• Completes all required modules and updates, and attends education classes appropriate to job development
• Receptive to feedback and coaching
• Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment

• Four years of general office or secretarial experience; OR 
• An Associate’s degree or certificate in office occupations or office technology and two years of general office or secretarial experience; OR 
• A Bachelor’s degree and two years of general office or secretarial experience; OR 
• An equivalent combination of training and experience.
• Additional certifications may be required based on the specific department the position resides in, as indicated by the position description.
• Note:  Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.  Contact Compensation for confirmation of eligibility. 

• Ability to work without direction. Multi-tasking.  Demonstrated ability to work with a wide variety of diverse customers in difficult situations. Ability to prioritize work demands. Excellent communication, organizational, and time management skills with a focus on customer service. Demonstrate flexibility and creativity in response to unexpected changes in workload. Medical terminology. Intermediate level skills in Word, Excel, Access.  Experience with EPIC and Cadance (scheduling module).
• BA in business administration, management, public administration

This position works in a fast-paced and hectic environment with many interruptions, multiple demands, and conflicting priorities. This position works with people at all levels of the organization and interacts with numerous internal OHSU departments and external customers. The environment may include bright lights and loud noise, to include phones, many simultaneous conversations and frequent interruptions. Work schedule is five days a week; 8 hours per day. Requires the ability to stay longer than normal work hours for various meetings. May require travel to the different Community Hematology Oncology locations.

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.