The Care Coordinator II is responsible for the daily coordination of patient flow within the Urology ambulatory clinics and reports directly to the Clinical Operations Supervisor. The incumbent works closely with the MA’s, PAS staff, and Provider team to ensure efficiency with minute-to-minute operations in the clinic by directing functions and activities to keep patients and providers moving efficiently and effectively through their visits and continuously applies process improvement methods and learnings throughout the clinic. This position is responsible for the daily flow of the ambulatory clinic which encompasses many aspects including service reclamation, provider interaction, medical assistant competency and OPEx implementation.

 

The Care Coordinator provides leadership, expert guidance, and oversight of clinic flow and supports daily operations of both the front and back-office functions, with operational requirements and customer service philosophy of both MA & PAS staff.  The position is accountable for responding to abnormalities at various points of contact (patient/PAS check-in, patient/PAS phone, patient/Medical Assistant rooming, patient/provider visit and patient check-out) and mobilizes resources (personnel, technology, etc.) to stabilize the clinic system and/or solves abnormalities independently.  The Flow Coordinator promotes a culture of continuous process improvement and manages ambiguity through effective communication.  The Care Coordinator must be able to identify a system abnormality or challenge early and, in some cases, proactively and take action to eliminate or alleviate negative impact to clinic operations and patient care. The Care Coordinator II must understand the clinic’s daily operations from patient, staff and provider perspectives. The position will follow pre-determined processes (Patient Flow Coordinator Job Breakdown Sheet) and will also be responsible for designing standard responses to clinic flow challenges.  The position must effectively assign tasks and communicate with the full team of clinic staff and providers. They must be able to multi-task and solicit feedback from various perspectives to make/recommend informed decisions at a moment’s notice.  The Care Coordinator engages the patient; especially those who are late, as part of the improvement process, communicates clearly and effectively with support staff and providers (MDs and PAs) and leverages appropriate resources without compromising staff roles. Engages patients with Patient Reported Outcome.

 

Advanced technical skills with EpicCare, computers, hardware and software programs are crucial for the Care Coordinator to respond to and resolve technology abnormalities promptly thereby minimizing negative clinical impact. The Care Coordinator must be able to troubleshoot technology (computers, software, etc) and be resourceful with escalating issues if needed. The Care Coordinator must hold a valid MA/EMT certification and have the ability to cover MA the MA role, as well as clinic scheduling as needed at both Urology locations.

 

Key Responsibilities & Performance Standards

 

• Clinic Flow:  Provides leadership, expert guidance and oversight of clinic flow. Supports daily operations across front and back office. Ensures that clinic flows smoothly and resolves flow issues proactively, escalating to Clinical Operations Supervisor, as needed.
• Customer Service: Provides high quality customer service to internal and external customers through professional communication in a prompt manner.  Communication may take the form of face-to-face, coaching other staff or written forms.
• Training and Competency: Responsible for assisting with training of all medical assistants including routine competency verification of standard work for clinic staff. Attends Regulatory/Readiness Rounds meetings and assists Clinical Operations Supervisor in obtaining necessary access for clinic staff.
• Personnel Coordination: Evaluates upcoming clinics to ensure proper staffing levels are met.  Coordinates with Clinical Operations Supervisor to cover staffing gaps, as needed. Assists Clinical Operations Supervisor in the interview process for new clinic staff. 
• Clinic Coordination: Provides coordination for all aspects of clinic flow.  Collaborates with Clinical Operations Supervisor with visibility board to ensure problem areas are identified and solved in a timely manner.  Runs daily huddles providing additional information to all staff to address potential impacts to clinic flow. Works with Clinical Operations Supervisor on provider schedules, advising on staff availability and challenges. Maintains necessary supplies for clinic. Oversees triage inboxes, making sure patient's needs are met in a timely manner.  Investigates issues that arise with clinic flow to offer suggestions and implement new processes designed to increase flow. Acts as a liaison between clinic staff, providers and Clinical Operations Supervisor. Monitors daily scrubbing of provider schedules, DME supply closet and clean supply closet. Assists leadership team members with orders and supplies.
• Back-up front desk check-in when needed, back-up MA when needed

 

• Three years’ experience in a hospital or hospital based clinic setting, AND

  High School diploma or equivalent, AND 

  Current BLS certification at hire, AND 

  One of the following four: 

  1. Completion of a nationally recognized accredited medical assistant training program, including a practicum (externship) of at least 160 hours, OR 
  2. Successful completion of a formal medical services training program of the United States Armed Forces, OR 
  3. Current Oregon Emergency Medical Technician (EMT) license (basic or advance) and national EMT registration with the National Registry of Emergency Medical Technicians (NREMT), OR
  4. Current Oregon Practical Nurse License OR
  5. For dental school hires only as an alternative to qualifications 1-4: Completion of a Dental Assistant training program and successful completion of the DANB exam

  For those completing medical assistant training or formal military medical services training as referenced above in #1 and #2, the following is also required (Those qualifying under the EMT or LPN or Dental Assistant qualification are exempt from this requirement.)

  MA certification received from a nationally recognized and accredited certifying body, upon hire or by the completion of the probationary period or internal job change evaluation period, as appropriate. Currently, these include: 

  • The American Association of Medical Assistants (AAMA), awarding the Certified Medical Assistant (CMA.) 
  • The American Medical Technologists (AMT), awarding the Registered Medical Assistant (R.M.A.)
  • The National Center for Competency Testing, awarding the National Certified MA (NCMA.) 
  • The National Health Career Association, awarding the Certified Clinical Medical Assistant (CCMA.) 

   

  Any applicable certifications or licensures must be maintained for the duration of employment. 

  In addition to receiving the appropriate certification noted above, Medical and Dental Assistants will be required to successfully demonstrate competencies prior to completion of probation or the internal job change evaluation period, as appropriate. 

  Ability to work independently and as a member of the team, including leadership.

  Knowledge of patient flow and back office functions.    Ability to effectively and efficiently perform chart scrubbing and panel outreach activities.   Demonstrated strong analytic skills, including displaying and interpreting data.  Proficiency with EPIC, Microsoft Office including Excel, Word and Power Point.  Ability to manage time sensitive competing demands and meet deadlines.  Working knowledge of medical terminology.  Strong relationship building skills, excellent communication skills, exceptional customer service skills, highly sensitive to patient needs.  Demonstrated knowledge and attention to the needs of Special Needs patients and their caregivers and families.

 

• College Degree
• Preference given to candidates with knowledge of OHSU’s PAS & MA policies and procedures for the Department of Orthopedics
• Epic or other electronic medical record training. Customer service training helpful.
• Previous supervisory or lead experience in an outpatient setting including knowledge of Orthopedic diagnosis’, terminology and scheduling of related ancillary testing such as MRIs and CTs.
• Two years of experience in a clinical setting with direct patient contact. Experience must include scheduling of appointments and placing orders and prepping charts for records and images, Orthopedic casting and bracing.
• Thorough knowledge of medical record documentation requirements, DNV requirements and other ambulatory policies and procedures.   Skill in assisting with procedures and giving injections. Ability to maintain patient confidentiality; proven track record of attendance and punctuality; proven excellent patient relations and customer services skills; ability to facilitate patient flow; ability to maintain effective working relationships; ability to communicate clearly with proper grammar and spelling, follow oral and written instructions.

• 5-8 hour shifts 3303 S Bond Ave Building 1 10th Floor, Portland, OR 97239 and 10000 S.E. Main Street East Pavilion Suite 260 Portland, 97216

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.