This is a clinical role that is vital in supporting the work of the clinical support staff and providers within the Department of Dermatology through independently performing a variety of clinical administrative and technical functions. The Care Coordinator performs activities that are system-focused, ensuring the care is seamless across providers and the care continuum.  Care coordination is the task of bridging gaps between facilities, specialists, labs, community resources,  and primary care. This position works with the providers on the clinic day by providing clinical support with order entry, coordination of appointments and diagnostics. This position reviews patient records and referrals in order to provide coordination of the patient needs prior-to, during the clinic visit, and through the episode of treatment. The care coordinator takes direction from providers, but must use independent judgement within their scope in implementation of those directions. The care coordinator helps to build and maintain good working relationships with the internal institutional departments that provide services to the Department of Dermatology patients.

• Patient management - Responsible for coordinating and managing aspects of the patient's clinical care process. Reviews the plan of care to ensure it is being executed correctly. Works with the provider in clinic by providing support with scribing, order entry, AVS preparation, Medication refills and provides support and education to the patient and family. Places lab, diagnostic, and scheduling orders and follows up with patient to communicate appointment time.  Monitors the Epic In-Basket(s) for messages that need attention from the patient, providers, and handles messages within certification scope. Monitors Epic for refill requests and prior authorization appeals and manages appropriately. Reviews urgent or emergent referrals to offer guidance within their scope to PAS on appropriate scheduling time-frames.
• Care coordination - Ensures patients follow through with outside referrals to other specialties, labs and diagnostic imaging. 
• Communication -   Provides information and education to patients, family members, and referring physician office staffs. Acts as communication link with physicians, referring physician offices, ancillary services, and patients. Provides accurate patient information. Responds to voice mail and email messages based on priority of patient process but with no more than two-day turnaround time for response.  Attends MD/department team meetings as appropriate.  Triage priority of and respond to patient questions in Mychart, phone calls, emails, and faxes in regards to scheduling or care issues within scope. 
• Documentation/Data Management - Documents legibly, concisely and completely to ensure that others can accurately assess the status of patients' progress by reviewing that documentation. Participates as assigned with database input.  Initiate and implement processes to facilitate new protocol implementation and tracking tools as indicated.
• Other tasks and duties as assigned.

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.

• 3 years experience as a Certified Medical Assistant in a hospital clinic setting.
• Experience with Epic and Cadence (scheduling module).
• Demonstrated ability to work with a wide variety of diverse customers in difficult situations.
• Experience with an electronic health record. 
• Strong problem solver who can evaluate a situation and ask the critical questions to understand the problem and then select a solution resulting in problem resolution.
• Strong interpersonal skills.
• Clear verbal and written communication skills. 
• Active listening skills; ability to deal with customers in stressful situations; ability to remain calm under pressure. 
• Excellent customer service skills both in person and on the telephone. 
• Intermediate proficiency in Microsoft Word, Excel, PowerPoint, Outlook, Access. 
• Attention to detail.
• Ability to complete multiple tasks within inflexible and rapidly changing deadlines.
• Good organization, follow through and time management skills; ability to prioritize. 
• Ability to create and maintain quality working relationships with staff and faculty at all levels of the organization, using good judgment in recognizing the scope of authority.
• PERFORMANCE FACTORS:
• Attendance and dependability:  Consistent and regular attendance to work. 
• Can be depended upon to complete work in a timely, accurate and thorough manner and is conscientious about assignments. 
• Willing to work overtime as necessary depending on volume of work.

• This position works in an extremely 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 ( referring physician offices). When on site, the office setting is small relative to the number of staff using it. It creates the need to be able to deal with phone noise, many simultaneous conversations and frequent interruptions. There may be opportunities for remote work with this position. Work schedule is five days a week; 8 hours per day. Requires the ability to stay longer than normal work hours for the patient review meeting on an every other week basis.
• This position requires the ability to sit, stand, and walk quickly throughout the hospital campus buildings, and to walk back and forth from office to clinic many times each day. Heavy use of phone, personal computers, and OHSU's electronic medical record systems. If working remotely, must have the ability to set up a workstation at home. Requires communication in a respectful, caring and non-judgemental manner.

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.