Care Coordinator

Oregon Health & Science University•Portland, OR

23h

About The Position

The Care Coordinator at OHSU Family Medicine East Portland is an integral team member of the Patient Centered Primary Care Home model. The incumbent performs a clinical role that is vital in support of the work of patients and clinical staff, particularly licensed independent practitioners (LIPs) through independently performing a variety of clinical, administrative, patient experience and technical functions. Care coordination is the task of bridging gaps between facilities, specialists, labs, community resources, pharmacy and primary care. The incumbent is expected to provide high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) that meets or exceeds the service standards of the health care industry and engage in continuous process improvement activities. The incumbent is expected to act as a collaborative team member in all dealing with internal and external customers. The individual in this role is expected to uphold the Core Competencies and Code of Conduct in all interactions with OHSU colleagues, patients and members of the public.

Requirements

Two 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: 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
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 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 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.

Nice To Haves

Basic medical terminology understanding.
Ability to work both independently and as a member of the team.
Ability to effectively and efficiently perform chart scrubbing and panel outreach activities.
Demonstrated strong analytic skills, including displaying and interpreting data.
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.
Prior experience working in a Patient-Centered Medical Home.
Prior experience working in a CPC+ care model
Experience performing chart scrubbing and proactive panel management activities
Use of EPIC, Business Objects, Webi.
Understanding of age specific preventive health maintenance indicators and disease specific standards of care for those prevalent in underserved family medicine population.
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.

Responsibilities

Works with the provider in clinic by providing support with order entry, medication refills, and provides non-nursing support and education to the patient and family and caregiver.
Coordinates labs and scheduling orders per delegation protocols or care plan or verbal orders and follows up with patient to communicate appointment time.
Monitors the Epic in basket for messages and refill requests that need attention from the patient, providers, and RN coordinator or residents.
Handles messages and initiates authorizations and refill requests within scope of boundaries as outlined for medical assistants.
Patient management – Responsible for coordinating and managing the non-nurse aspects of the patient’s clinical care process.
Reviews the plan of care to ensure it is being executed correctly when and where requested by LIP as a method of care coordination in a virtual synchronous (phone) and asynchronous (MyChart) environment.
Reviews AVS and provides appropriate patient education within the scope of the Medical Assistant (MA) license.
Uses EPIC for report writing to reach out to patients by making cold calls, My Chart messages, sending letters.
Supports the team by entering referrals, orders and interacting with the care team to ensure health maintenance and preventive care is provided.
Scrubs (reviews and manages) charts daily to understand what is and is not needed by each scheduled patient.
Proactively schedules appointments.
Assists with questions regarding referrals and tests.
Other duties as assigned, including serving as floor Medical Assistant in times of critical staffing