Healthcare Operations Coordinator

University Staff

Description

University of Colorado | CU Anschutz Medical Campus

School of Medicine | Dean’s Office, Community Practice Division

Official Title: Program Assistant I

Working Title: Healthcare Operations Coordinator

Position #00804667 – Requisition #28189

* Applications are accepted electronically ONLY at www.cu.edu/cu-careers *

The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date. Information regarding this requirement, and exemptions can be found at:

Exemptions vary by campus location/department.

Campus/Unit-Specific Exemptions:

• Anschutz Campus – Accommodations may be granted for medical or religious reasons.
• Denver Campus - Exemptions are allowed for medical, religious, or personal reasons.
• Consolidated/Central Services Administration – Accommodations may be granted for medical or religious reasons.

The School of Medicine Dean’s Office, Community Practice Division has an opening for a full-time University Staff (unclassified) Healthcare Operations Coordinator position.

The University of Colorado Anschutz Medical Campus seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.

The University of Colorado Anschutz Medical Campus is a public education, clinical and research facility serving 4,500 students, and a world-class medical destination at the forefront of life-changing science, medicine, and healthcare. CU Anschutz offers more than 42 highly rated degree programs through 6 schools and colleges, and receives over $500 million in research awards each year. We are the single largest health professions education provider in Colorado, awarding nearly 1,450 degrees annually. Powered by our award-winning faculty, renowned researchers and a reputation for academic excellence, the CU Anschutz Medical Campus drives innovation from the classroom to the laboratory to the delivery of unparalleled patient care. Read CU Anschutz Quick Facts here.

Position Summary

The Healthcare Operations Coordinator coordinates activities with the Practice Manager to ensure efficient, cost-effective business operations of the practice on a day-to-day basis by performing a variety of tasks. The Coordinator is responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to answering patient calls, managing in-baskets through EMR, informing patients of lab results, entering orders, and scheduling procedures. The Coordinator collaborates with the Practice Manager to plan, organize, communicate, coordinate, administer, teach and evaluate nonclinical staff in their service to patients. The Coordinator contributes to the growth of the medical practice by promoting an excellent, positive, professional image and actively participates as a member of the team and carries out all leadership responsibilities in accordance with the policies and procedures of the practice and the University of Colorado School of Medicine (CUSOM).

Examples of Work Performed

Daily Operations:

• Serve as a liaison between patients, team members and physicians for all clinic related issues within scope.
• Manage patient communication in a timely, professional manner: in-person, EMR in-baskets, email, fax, telephone, etc.
• Assists with the development, implementation, and evaluation of departmental policies and procedures.
• Ensures nonclinical team anticipates needs and makes appropriate chart preparations for patient visits in advance of appointments.
• Ensures nonclinical team anticipates needs and makes appropriate chart preparations for patient visits in advance of appointments.
• Collaborates with leadership to ensure all clinic staffing needs are met.
• Respond to patient requests such as self-pay estimates, quotes for procedures, and return to work letters via phone request, email, MHC, and EPIC in-baskets.
• At the direction of the provider, provide pre-op instructions and order testing as needed.
• At the direction of the provider, notify patient of lab results and follow-up as needed.
• Perform broad range of high-level administrative duties.
• Schedule clinic appointments and surgical procedures across multiple sites of practice.
• Obtain and upload all necessary documents and lab results prior to appointments and surgery.
• Confirm upcoming surgery dates and patient appointments.
• Provide cross-coverage as required for other office administrative roles.
• Schedule and/or attend various key meetings.
• Able to foster strong communication with medical and non-medical staff to create an efficient working environment.
• Customer Service - interacts positively with all internal and external patients and takes immediate action to meet patient needs.
• Uses critical thinking through prioritizing and managing daily business operations.

Leadership & Professionalism:

• Promotes and maintains an environment of professional excellence.
• Delegates tasks appropriately while maintaining accountability for outcome; fosters staff autonomy.
• Collaborates with the Practice Manager to initiate, coordinate and monitor performance improvement plans of clinic staff. Maintains strictest confidentiality. Assists the Practice Manager in the evaluation process.
• Works as a team member, leader, and fills in for staff as necessary within scope.
• Practices and promotes professional care within legal and ethical standards.
• Demonstrates flexibility and creativity in dealing with unforeseen developments through participative leadership and problem-solving.
• Utilizes leadership skills to promote adherence to departmental staffing policies.
• Mobilizes staff cooperation and participation in implementation of change.
• Assists with development and implementation of CU Community Practice policies and procedures.
• Maintains membership in professional organizations as applicable.

Communication:

• Utilizes effective communication systems to ensure flow of patient services and continuity of care.
• Maintains open lines of communication with all staff, leadership and physicians.
• Assists leadership with informing staff and physicians of applicable informational updates.
• Communicates performance expectations to staff and holds staff accountable to respective job roles and responsibilities.
• Maintains open lines of communication with leadership concerning practice activities that include operational, performance or disciplinary issues.
• Collaborates with leadership to coordinate regular staff meetings and educational opportunities for advancement.

Business/Financial:

• Maintains a working knowledge of managed care and value-based care models, coding and billing procedures, and medical records utilization management. Also maintains working knowledge around commercial, government and self-pay reimbursement models.
• Maintains a working knowledge of accepted payer plans, including governmental and grant programs. Serves as an expert in this area with all staff, supervisors, Practice Manager and physicians.
• Collaborates with the Practice Manager by effectively assessing and communicating nonclinical staffing needs, supplies and equipment. Monitors inventory and supply utilization. Assists the Practice Manager in the ordering processes of clerical supplies and standard office equipment.
• Assists Practice Manager with the determination and justification needs for systems equipment and supply purchases.
• Assists Practice Manager with monitoring & ensuring medical coding flags/recommendations are promptly attended to and appropriately edited by providers.
• Collaborates with Practice Manager in the planning and implementation of education/teaching programs staff within the practice.

Quality Improvement:

• Ensures compliance with all regulatory agencies (CDPHE, CMS, OSHA, etc.).
• Assists in the development of a Quality Improvement (QI) plan for the practice.
• Critically analyzes QI data and formulates action plans as needed each quarter.
• Completes all QI audits and ensures that audits are turned in on time.
• Utilizes appropriate benchmarks to assess performance and stimulate change when necessary.
• Ensures staff knowledge and participation in QI activities.
• Regularly reviews patient satisfaction data and addresses a minimum of two areas per fiscal year for targeted and significant improvements.
• Ensures that the service expectations of both internal and external customers are met and/or exceeded.

Safety Operations:

• Ensures the safe operations of the practice, including equipment operation and maintenance.
• Ensures that all policy/procedures, OSHA, HIPPA and other appropriate regulatory agency programs are strictly adhered to in the practice by all nonclinical staff.
• Assists in maintaining all regulatory agency data collection or records as required.
• Assists in the organization and maintenance of supplies and equipment.
• Ensures safe practices of supplies and equipment.
• Monitors expiration dates of all supplies and ensures that all expired supplies are purged and transferred properly.
• Assists Practice Manager in ensuring preventative maintenance is scheduled and performed for all equipment.
• Assists Practice Manager in collaborative efforts with drug companies and representatives in the planning and implementation of education/teaching programs for patients and indigent patient populations.

Direct Patient Interactions:

• Participates in expediting patient care as necessary.
• Expresses empathy in patient interactions and focuses on the needs of the patient, staff, providers, practice and organization simultaneously.
• Promptly addresses patient complaints and other patient-related issues. Responsible for on-site and immediate service recovery.
• Serves as a champion for patient and staff safety.
• Communicates in a competent and effective manner to meet patient and/or family needs and regulatory or organizational requirements.
• Collaborates with multidisciplinary team, the patient, and families to promote efficient and appropriate customer service.
• Serves as a mentor and preceptor for new staff and as a constant resource to all staff.

Personal:

• Must be able to get along well with others, to be a team player, to accept constructive criticism from supervisors and be able to follow work.
• Assumes responsibility for personal and professional growth through identification of own learning needs.
• Demonstrates a working knowledge of current trends in health and ambulatory care.
• Performs other projects and duties as related to department objectives.

Program Development:

• Participates in workflow development, planning and execution for the practice and each of the divisions.
• Assists in the coordination of implementation and integration of new programs.
• Plans and/or participates in activities in the community as appropriate.
• Suggests opportunities for expansion based on patient population needs, physician referrals or community access.

Financial Authority:

• Collaborates with the Practice Managers for equipment, supplies and staffing. Back-up for approvals in absence of Practice Manager.

Personal Relationships:

• Skilled job requiring high level of adaptability and interpersonal skills.

Physical Requirements & Working Conditions

The physical demands, work environment factors and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequency:

• N= Not at all
• R= Rarely: Less than once an hour
• O= Occasional: 1-4 times/hour or up to 1/3 of the shift
• F= Frequent: 5-12 times/hour or up to 2/3 of the shift
• C= Constant: More than 2/3 of the shift

• Position requires the ability to work in multiples spaces (on and off site)

Note: This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Qualifications

Minimum Qualifications

• Four (4) or more years healthcare clinic experience.
  • Substitution: Appropriate education will substitute for the required experience on a year-for-year basis.

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications

• Bachelor’s degree in Nursing (BSN).
• Master’s degree in Business Administration or Health Care related field.
• 5 years healthcare clinic experience in area of specialty.
• Ambulatory quality improvement (QI) experience.
• Experience in use of registry data and quality systems.
• Bilingual, Spanish-speaking.
• MS Office: Excel, Power Point, Word, Outlook.
• Experience working with Electronic Medical Record.
• Credit card and cash handling/recording.
• Experience working with EPIC.
• Experience working with Kronos.

Conditions of Employment

• Current Basic Life Support (BLS) for Healthcare Providers issued by American Heart Association or American Red Cross healthcare provider level CPR certification or completed within 90 days of hire
• Complies with applicable University of Colorado School of Medicine, Community Practice mandatory education and training.

Knowledge, Skills & Abilities

• Strong organizational and communication skills.
• Ability to effectively communicate at all levels, to include physicians, leadership, and staff within the various affiliate organizations (CU SOM, UCH, Children’s Colorado, CU Medicine).
• Ability to work within large, complex healthcare systems.
• Ability to analyze and interpret data.
• Ability to develop and deliver presentations.
• Ability to document effectively.
• Ability to deal calmly and courteously with people.
• Ability to deal with stressful situations
• Ability to follow oral and written instructions and established procedures.
• Ability to function independently and manage own time and work tasks.
• Ability to lead work teams.
• Ability to maintain accuracy, consistency, and confidentiality.
• Ability to negotiate, persuade, and establish direction.
• Ability to perform basic filing, office procedures and word processing.
• Ability to plan, coordinate and develop multiple projects.

Salary and Benefits

The starting rate (or hiring rate) for this position begins at $50,088 per year.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

This position is eligible for overtime compensation.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Benefits:

Total Compensation Calculator:

Diversity and Equity

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@ucdenver.edu.

The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty, and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ community, and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students, and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Special Instructions to Applicants: Required Application Materials: To apply, please visit: Application Materials Required: Cover Letter, Resume/CV, List of References Application Materials Instructions: Application Deadline: Applications are accepted electronically ONLY at www.cu.edu/cu-careers. Review of applications will begin immediately and will continue until the position is filled. PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.

Job Category: Professional Support Services

Primary Location: Aurora

Department: U0001 - DENVER & ANSCHUTZ MED CAMPUS - 21944 - SOM-DEAN DO COMM PRACTICE ADM

Schedule: Full-time

Posting Date: Nov 16, 2022

Unposting Date: Ongoing

Posting Contact Name: Amber Johnson

Posting Contact Email: Amber.3.Johnson@cuanschutz.edu

Position Number: 00804667