Job Description

Department Overview

The Care Coordinator represents and supports the Department of Cardiology, Heart and Vascular Service Line, Ambulatory Care Services, and Oregon Health & Science University (OHSU) and its faculty and staff by providing excellent customer service and problem-solving skills. The role of the Care Coordinator is to provide support to the Cardiology Team (providers, residents, social workers, nurses, medical assistants, device technicians, and schedulers) through the coordination of health maintenance care for our various patients including panel patients and those with complex and chronic health care needs and psychosocial issues. The Care Coordinator will coordinate care and ensure compliance with appointments through regular patient outreach via phone and/or MyChart; and will assist with panel management, data collection and will work with providers to ensure proper reporting and analysis. The Care Coordinator will also provide a full range of Medical Assistant duties and support as part of the medical care team as needed due to clinic demand. The Care Coordinator is a true team player who is flexible and helps when and where they are needed. This position functions within the Medical Assistant scope of boundaries as defined by license and OHSU. The Care Coordinator must demonstrate strong written and verbal communication with efficiency and diplomacy. Service excellence, kindness, and compassion to all customers, including patients and other OHSU team members is an absolute requirement. The Care Coordinator participates in ongoing professional development and competency assessment, as well as ongoing quality assurance and quality improvement initiatives.

Function/Duties of Position

Patient Management

• Performs daily outreach via cold calls, MyChart messages, and/or sending letters to schedule appointments or coordinate health services.
• Monitors and responds to in-basket messages and right fax communication pools. Ensures timely response to high priority and daily activities for coordinating patient care. Communicates delays to patient as indicated.
• Assists clinic with projects related to Cardiology clinic programs aiding the coordination of patient-centered and effective care.

Care Coordination

• Supports entire care team by helping patients and families with questions regarding referrals and tests, or pending tests for clinician signature/review.
• Responsible for obtaining medical records, imaging, or other supporting documents.
• Assist with medication refill process including verifying with provider and insurance.
• Assist with securing and coordinating community resources, e.g. DME, home health, prescriptions including authorizations, etc.

Communication

• Coordinates process improvement cycles and implementation of new clinical workflows.
• Routinely participates, both inside and outside of clinic, in meetings related to: quality improvement, care management, resident projects, and multidisciplinary patient conferences.
• Responds timely to voicemails, EMR messages and e-mail messages based on patient and care priorities.
• Provides information and education to patients and families and gathers information for specific visits. Prioritizes and responds to patient and family’s questions via MyChart, phone, e-mail, and fax in regards to schedule and care issues within scope. Escalate issues outside of scope. Escalates issues outside of scope, appropriately and timely.

Documentation/Data Management

• Document legibly, concisely and completely to ensure that others can accurately assess the status of patients’ progress by reviewing that documentation.
• Monitors department tracking tools and provides care team with real-time updates as appropriate.

Clinical Duties

• Provide a full range of Medical Assistant duties and support as part of the medical care team as needed due to clinic demand.

Other Duties

• Participates in ongoing professional development and competency assessment.
• Includes but is not limited to: attends education classes appropriate to job development, communicates additional training needs to direct supervisor/manager, attends staff meetings and orients new staff, cross-trains for position in assigned other areas.
• Maintains a clean, safe and orderly environment for the patients, family and clinical personnel.
• Maintaining supplies, equipment and forms, notifying appropriate personnel when cleaning and repair of equipment is needed following infection control policies, maintains knowledge of life safety, patient safety, fire and electrical safety and disaster plan.

Required Qualifications

Two years’ experience in a hospital or hospital-based clinic setting, AND

High School diploma or equivalent, AND

Positions within person patient care: BLS certificate within 30 days of hire or prior to independent practice, whichever comes first, AND

One of the following four:

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.

Preferred Qualifications

• AA or BS in Business, or Health Care related field.
• Experience working in a Adult or Primary Care setting.
• Experience and knowledge with cardiovascular conditions.
• Use of Epic, Business Objects, Webi, Adobe, Microsoft360
• Basic medical terminology understanding.
• Ability to work independently and as a member of the team.
• 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.
• Ability to manage time sensitive competing demands and meet deadlines.
• Ability to create and maintain quality working relationships with staff and faculty at all levels of the organization, using good judgement in recognizing the scope of authority.
• Excellent communication skills both in-person, via telephone, or through electronic methods of communication.
• Exceptional customer service skills both in person, on the telephone, and through electronic communications.
• Highly sensitive to patient needs.
• Good organization, follow through and time management skills; ability to prioritize.
• Medical assistants will be required to successfully demonstrate competencies prior to completion of probation or the internal job change evaluation period, as appropriate.

Additional Details

• Hours: Monday – Friday 8:00 am – 4:30pm, opportunity for flexible work arrangement including remote work. Ability to report to in-person clinic due to clinical operational needs with notification required.
• Continuous: Changing positions throughout the day.

Frequent:

• Standing on carpeted surface and hard surface floors.
• Sitting in office chair.
• Twisting from waist while on the telephone to reach supplies, etc.
• Walking around clinic on carpeted and hard surface floors.
• Climbing of carpeted stairs and hard surface, can also utilize elevator.

Occasional:

• May have to carry/lift objects, supplies, and boxes.
• May have to push or pull cart with charts.
• Bending from the waist to pick up boxes, etc.

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 askhr@ohsu.edu