Care Coordinator II

Medical Assistant/Care Coordinator

The Medical Assistant/Care Coordinator provides a wide range of clinical support duties as part of the medical care team. The team includes various providers, nurses, social workers, physician and non-physician learners and professionals within in the practice. The person in this position functions within the Medical Assistant Scope of Practice and adheres to the MA Standard Work expectations as defined by OHSU.

There are 2 distinct parts to this clinical role within the CWH Primary Care Division: (1) direct patient care and (2) indirect patient care/coordination and associated administrative duties. The health of our patients and communities is dependent on the care we provide during patient visits as well as care we provide between visits, including both when patients reach out to us as well as when we reach out to them. Both of these roles are described in detail below.

Requires 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. Participates in ongoing professional development and competency assessment, and participates in ongoing quality assurance and quality improvement initiatives. Performs requirements for staff members as outlined in OHSU Core Competencies, policies, and procedures.

The Medical Assistant works under the clinical direction of the physician, and has a direct reporting relationship to the Practice Manager.

The Center for Women's Health is a Center of Excellence in Women's Health care. We have a wide variety of sub-specialties that provide care within the Center for Women's Health. Our patients will often see multiple providers within this same physical space for healthcare needs across their lifespan.

Function/Duties of Position

Patient Management:

• Clinical duties for ambulatory primary care standard work
  • Assists RN/NP/MD with procedures/treatments
  • Administering medications & vaccines via injections
  • Phlebotomy
  • Collecting pathology specimens
  • Medication Refills
  • DME requests
  • Lab requests
  • Referral Questions
• Adheres to Primary Care Medical Assistant/Rooming Guidelines
• Responsible for coordinating and managing the non-nurse aspects of the patient's clinical care process.
• Works with the provider in clinic by providing support with order entry, AVS preparation, and medication refills. Provides non-nursing support and education to the patient and family.
• Places labs and scheduling orders per delegation protocols or verbal orders and follows up with patient to communicate appointment time.
• Monitors the Epic in-basket for messages, within certification scope, that may need attention from the patient, provider, and RN.
• Triages patient messages, initiates authorizations and refill requests, and pends appropriate referrals, laboratory tests and medications for clinician signature, within scope of boundaries as outlined for medical assistants.
• My Chart and Telephone calls routing to appropriate pool
  • Completing request
  • Forwarding to RN
  • Forwarding to PAS
  • Forwarding to Provider
  • Verbal Discussion with Provider
  • Forwarding to billing team

Care Coordination

• Supports and interacts with the entire care team by tracking referrals, orders, external records and test results and updating the Health Maintenance section of patients' chart in Epic to ensure health maintenance and preventive care is provided (examples include following up with ROI for outside eye exam for diabetes measure).
• Assists clinic as needed with projects related to the Patient Centered Primary Care Home program, by aiding the coordination of patient flow that is patient-centered and effective, to optimize the patient experience.

Patient and Team Communication:

• Provides information and education to patients and families and gathers information for specific visits (example: PHQ9/GAD7 prior to follow-up visit, SBIRT for preventive visit, and MWV questionnaire for Medicare Annual Visits).
• Prioritizes and responds to patient and family's questions via MyChart, phone, email, and fax in regards to scheduling and care issues within scope. Escalates issues outside of scope appropriately and timely.
• Facilitates huddles for the care team to review the upcoming schedule of patient visits prior to each clinical session.

Documentation/Data Management

• Document legibly, concisely and completely to ensure that others can accurately assess the status of patients' progress by reviewing that documentation.

Other Duties

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

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:

• 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 OR
• 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.

Preferred Qualifications

• 6 years Medical Assistant Experience.