Department Overview:
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.
Function/Duties of Position:
Required Qualifications:
Three years’ experience in a hospital or hospital based clinic setting, AND
High School diploma or equivalent, AND
Positions with in person patient care: BLS certificate within 30 days of hire or prior to independent practice, whichever comes first, AND
One of the following four:
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Completion of a nationally recognized accredited medical assistant training program, including a practicum (externship) of at least 160 hours, OR
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Successful completion of a formal medical services training program of the United States Armed Forces, OR
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Current Oregon Emergency Medical Technician (EMT) license (basic or advance) and national EMT registration with the National Registry of Emergency Medical Technicians (NREMT), OR
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Current Oregon Practical Nurse License OR
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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:
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The American Association of Medical Assistants (AAMA), awarding the Certified Medical Assistant (CMA.)
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The American Medical Technologists (AMT), awarding the Registered Medical Assistant (R.M.A.)
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The National Center for Competency Testing, awarding the National Certified MA (NCMA.)
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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.
Preferred Qualifications:
- College Degree
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Preference given to candidates with knowledge of OHSU’s PAS & MA
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policies and procedures for the Department of Orthopedics
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Epic or other electronic medical record training. Customer service training helpful.
Additional Details:
- 5-8 hour shifts Hybrid - 10000 S.E. Main Street East Pavilion Suite 260 Portland, 97216
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Able to be on feet for continuous periods of time.
Why apply to OHSU?:
We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.
All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact
[email protected]