Care Coordinator 2

Oregon Health & Science University•Portland, OR

8d•Hybrid

About The Position

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.

Requirements

Three years’ experience in a hospital or hospital based clinic setting
High School diploma or equivalent
Positions with in person patient care: BLS certificate within 30 days of hire or prior to independent practice, whichever comes first
Completion of a nationally recognized accredited medical assistant training program, including a practicum (externship) of at least 160 hours, OR Successful completion of a formal medical services training program of the United States Armed Forces, OR Current Oregon Emergency Medical Technician (EMT) license (basic or advance) and national EMT registration with the National Registry of Emergency Medical Technicians (NREMT), OR Current Oregon Practical Nurse License
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.
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.

Nice To Haves

College Degree
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.

Responsibilities

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.
Support in referral processing including assuring proper med review and visit prep work is completed.
Provides high quality customer service to internal and external customers through professional communication in a prompt manner.
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.
Staffing Coordination, daily, monthly, planned and unplanned.
Evaluates upcoming clinics to ensure 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.
Any other Clinical task within Care Coordinator Scope