Clinical Care Coordinator, Ears, Nose, Throat, Full Time, First Shift

The Clinical Care Coordinator will serve as departmental support for any clinical or non-clinical need. The position will help leadership track and implement system and departmental initiatives. The clinical program coordinator will assist with any patient care needs, clinic flow, and other duties that support the growth of the division. EDUCATION:

• Minimum Required: High School Diploma/GED
• Preferred: Bachelor's Degree

LICENSE & CERTIFICATION:

• None

YEARS OF EXPERIENCE:

• Minimum Required: 3 - 5 Years equivalent experience
• Preferred: 6 - 10 Years equivalent experience

REQUIRED SKILLS AND KNOWLEDGE:

• Excellent customer service skills
• Knowledge of medical terminology
• Excellent oral and written communication skills
• Proficiency in Microsoft Office applications
• Ability to multitask and prioritize job responsibilities

WORK ENVIRONMENT:

• While the position will work in a normal office environment, travel to the various hospitals and work locations will be necessary. Work hours will vary from time to time depending upon the needs of the business. Regular and predictable on-site attendance is required for this position.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is an EEO employer.DUTIES AND RESPONSIBILITIES

Maintain Departmental Standards - 35%

• Establish, maintain, and audit patient satisfaction information and data to improve patient satisfaction initiatives
• Investigate patient satisfaction discrepancies and make recommendations to resolve and ensure future discrepancy is not repeated
• Audit and analyze departmental processes and systems to ensure accuracy and all tasks are being carried out appropriately
• Act as Subject Matter Expert for department within scope of practice
• Maintain department goals and or tasks to keep them on schedule and help implement them
• Update departmental policies and procedures, maintain records, and distribute to staff

Training and Development - 25%

• Assist in development and training of staff as outlined by leadership
• Monitor training completion and licensure renewals and work with leadership on any necessary training remediation

Administrative Support - 20%

• Maintain personnel file system
• Maintain calendars, schedule meetings, send notifications to staff
• Order supplies within budget and process invoices and check requests

Document control - 5%

• Assist with copying, faxing, and mailings
• Create reports to review and maintain enterprise standards
• Draft various documents and maintain departmental manuals/rosters/lists

Registration Processing & Front Desk Management - 5%

• Assist with registration, pre-registration, greeting patients, and sign in of patients

Clinical Coordination - 5%

• Assist with referral and work ques
• Assist with pre-visit planning and preparation
• Help with scheduling and medical record management

Other Duties as Assigned - 5%

PHYSICAL DEMANDS

• Review the physical demands and assign an overall average percentage of time this position performs these activities. These physical demands will not be listed or rated on the annual performance appraisal.
• Climbing: Ascending or descending stairs, ladders, ramps, etc, using feet and legs and /or hands and arms - 10%
• Stooping: Bending body downward and forward by bending spine at the waist - 10%
• Kneeling: Bending legs at knees to come to a rest on knee or knees - 10%
• Reaching: Extending hand(s) and arm(s) in any direction - 10%
• Standing: Remaining upright on the feet, particularly for sustained periods of time - 10%
• Walking: Moving about on foot to accomplish tasks - 10%
• Pushing 0-10 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pushing 11-20 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pushing 21-50 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pushing 51 lbs or more: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pulling: Use of upper extremities to exert force in order to drag, haul or tug objects in a sustained motion - 10%
• Lifting 0-10 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Lifting 11-20 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Lifting 21-50 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Lifting 51 lbs or more: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Carrying 0-10 lbs: Holding and moving/transporting an object about - 10%
• Carrying 11-20 lbs: Holding and moving/transporting an object about - 10%
• Carrying 21-50 lbs: Holding and moving/transporting an object about - 10%
• Carrying 51 lbs or more: Holding and moving/transporting an object about - 10%
• Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm, as in handling - 10%
• Feeling: Perceiving attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of (using) fingertips - 10%
• Talking: Expressing or exchanging ideas by means of the spoken word - must convey detailed or spoken instructions to others accurately, loudly or quickly - 100%
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication - 100%
• Seeing: The process of perceiving objects by use of the eyes to perform an activity - visual acuity requirements include ability to discern position of object(s), shape of object(s), color, depth perception or visual inspection - 100%

PRIIDE VALUES

• P - Putting PATIENTS and families first: Above all, we dedicate ourselves to meeting the physical and emotional needs of those we serve.
• Thoughtfully approaches patients and families and considers their individual situations/statuses in order to provide the best possible experience.
• Takes pride in UC Health and conducts himself/herself appropriately and professionally at all times.
• Anticipates needs of patients, families and co-workers and acts upon those needs before being asked.
• Responds to requests from patients, families and co-workers in a timely fashion.
• Provides honest information to patients and families in a compassionate manner.
• Reacts quickly to inconveniences, mistakes and changing conditions.
• Apologizes when necessary and appropriate.
• Is respectful of cultural, ethnic or other differences and makes appropriate accommodations to enhance the patient's experience.
• Thoroughly considers impact on patients, families and co-workers when making business decisions.
• Values patients, families and co-workers feedback to continuously improve.
• 
  R - Showing RESPECT: We will treat others in a respectful and compassionate manner.
• Greets patients, visitors and co-workers in a warm, friendly manner and uses hallway and elevator etiquette.
• Treats everyone as if he or she is the most important person in the facility.
• Makes eye contact and acknowledges others.
• Allows patients and visitors to enter and exit elevators first.
• Walks visitors and patients to their destinations.
• Does not discuss patient and organizational information in public spaces.
• Develops and maintains positive relationships with co-workers.
• Shares knowledge and expertise with co-workers regarding the process or procedure required to carry out specific duties and responsibilities.
• Acts as a resource for co-workers.
• Provides information that is pertinent to the situation.
• Uses easily understood and appropriate language.
• Listens to the needs of patients, families and co-workers and responds in a timely and sensitive manner.
• Demonstrates verbal and nonverbal communication that is sensitive to the diverse workforce and communities we serve.
• 
  I - Acting with INTEGRITY: We will be fair, honest, transparent and trustworthy in our decisions and actions, always adhering to the highest ethical standards.
• Actions and decisions support the needs of our patients, employees, the organization and the communities we serve.
• Holds self and others accountable and does the right thing, even when "no one is looking".
• Accepts responsibility for words and actions.
• Knows, understands and takes charge of job responsibilities.
• Listens and acts without bias.
• Delivers on commitments.
• Does what he/she says he/she will do.
• Maintains confidentiality and adheres to Code of Conduct.
• Does not disclose or discuss patient information unless there is a job-related requirement.
• Does not bill for services that are not performed or for items that are not provided.
• Acknowledges conflict and seeks appropriate resolution.
• Understands and accepts responsibility for the impact that individual actions have on patients, visitors, co-workers and the organization.
• Uses proper lines of communication.
• Follows organizational and departmental policies and procedures.
• 
  I - Embracing INCLUSION: We will maintain an open mind and seek new and different perspectives to create a welcoming and diverse environment.
• Involves employees from other departments when workflow changes may affect other teams.
• Actively seeks input from diverse groups in order to positively influence outcomes or decision-making.
• Builds strong working relationships with all team members.
• Uses interpersonal skills and methods that are sensitive to the diverse workplace and communities we serve.
• Treats everyone with courtesy and respect.
• Works cooperatively within own and other departments.
• Participates in unit or department in-services, meetings and conferences.
• Shares responsibility and is accountable for getting work done.
• 
  D - Seeking DISCOVERY: We will work tirelessly to advance the practice of medicine through research and innovation, as well as training and education.
• Identifies challenges or barriers and proactively works to find solutions.
• Participates in problem solving activities.
• Asks for feedback on performance and is open to receiving such feedback.
• Learns about the roles of co-workers and acknowledges each person's contribution.
• Learns about the specific needs of the patients and families we serve and continually strives to exceed expectations.
• Seeks new ways of doing work to become more efficient and effective.
• Engages in goal alignment and standardization of work processes.
• Asks for patients, families and employee feedback to influence performance and experience.
• Learns about best practices and evaluates them for potential implementation.
• Evaluates current status of experience and performance and seeks out ways to constantly improve.
• 
  E - Offering EMPATHY: We will respect and honor the dignity of others and provide heartfelt comfort and support.
• Practices active listening with patients, families and co-workers.
• Makes eye contact and appropriate nonverbal cues during discussions.
• Listens to understand rather than preparing to respond.
• Repeats back what they have heard to ensure proper understanding before responding.
• Considers the little things that can make a big difference.
• Thinks through the details before an experience occurs and makes necessary adjustments to enhance the experience.
• Delivers on any follow-up items in a timely and thorough fashion.
• Senses tone and emotion and adjusts voice and conversation accordingly.
• Celebrates moments appropriately and professionally in a thoughtful manner.
• Provides personalized care to patients and families, and supports co-workers through life's challenges.

DUTIES AND RESPONSIBILITIES

Maintain Departmental Standards - 35%

• Establish, maintain, and audit patient satisfaction information and data to improve patient satisfaction initiatives
• Investigate patient satisfaction discrepancies and make recommendations to resolve and ensure future discrepancy is not repeated
• Audit and analyze departmental processes and systems to ensure accuracy and all tasks are being carried out appropriately
• Act as Subject Matter Expert for department within scope of practice
• Maintain department goals and or tasks to keep them on schedule and help implement them
• Update departmental policies and procedures, maintain records, and distribute to staff

Training and Development - 25%

• Assist in development and training of staff as outlined by leadership
• Monitor training completion and licensure renewals and work with leadership on any necessary training remediation

Administrative Support - 20%

• Maintain personnel file system
• Maintain calendars, schedule meetings, send notifications to staff
• Order supplies within budget and process invoices and check requests

Document control - 5%

• Assist with copying, faxing, and mailings
• Create reports to review and maintain enterprise standards
• Draft various documents and maintain departmental manuals/rosters/lists

Registration Processing & Front Desk Management - 5%

• Assist with registration, pre-registration, greeting patients, and sign in of patients

Clinical Coordination - 5%

• Assist with referral and work ques
• Assist with pre-visit planning and preparation
• Help with scheduling and medical record management

Other Duties as Assigned - 5%

PHYSICAL DEMANDS

• Review the physical demands and assign an overall average percentage of time this position performs these activities. These physical demands will not be listed or rated on the annual performance appraisal.
• Climbing: Ascending or descending stairs, ladders, ramps, etc, using feet and legs and /or hands and arms - 10%
• Stooping: Bending body downward and forward by bending spine at the waist - 10%
• Kneeling: Bending legs at knees to come to a rest on knee or knees - 10%
• Reaching: Extending hand(s) and arm(s) in any direction - 10%
• Standing: Remaining upright on the feet, particularly for sustained periods of time - 10%
• Walking: Moving about on foot to accomplish tasks - 10%
• Pushing 0-10 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pushing 11-20 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pushing 21-50 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pushing 51 lbs or more: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10%
• Pulling: Use of upper extremities to exert force in order to drag, haul or tug objects in a sustained motion - 10%
• Lifting 0-10 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Lifting 11-20 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Lifting 21-50 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Lifting 51 lbs or more: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10%
• Carrying 0-10 lbs: Holding and moving/transporting an object about - 10%
• Carrying 11-20 lbs: Holding and moving/transporting an object about - 10%
• Carrying 21-50 lbs: Holding and moving/transporting an object about - 10%
• Carrying 51 lbs or more: Holding and moving/transporting an object about - 10%
• Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm, as in handling - 10%
• Feeling: Perceiving attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of (using) fingertips - 10%
• Talking: Expressing or exchanging ideas by means of the spoken word - must convey detailed or spoken instructions to others accurately, loudly or quickly - 100%
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication - 100%
• Seeing: The process of perceiving objects by use of the eyes to perform an activity - visual acuity requirements include ability to discern position of object(s), shape of object(s), color, depth perception or visual inspection - 100%

PRIIDE VALUES

• P - Putting PATIENTS and families first: Above all, we dedicate ourselves to meeting the physical and emotional needs of those we serve.
• Thoughtfully approaches patients and families and considers their individual situations/statuses in order to provide the best possible experience.
• Takes pride in UC Health and conducts himself/herself appropriately and professionally at all times.
• Anticipates needs of patients, families and co-workers and acts upon those needs before being asked.
• Responds to requests from patients, families and co-workers in a timely fashion.
• Provides honest information to patients and families in a compassionate manner.
• Reacts quickly to inconveniences, mistakes and changing conditions.
• Apologizes when necessary and appropriate.
• Is respectful of cultural, ethnic or other differences and makes appropriate accommodations to enhance the patient's experience.
• Thoroughly considers impact on patients, families and co-workers when making business decisions.
• Values patients, families and co-workers feedback to continuously improve.
• 
  R - Showing RESPECT: We will treat others in a respectful and compassionate manner.
• Greets patients, visitors and co-workers in a warm, friendly manner and uses hallway and elevator etiquette.
• Treats everyone as if he or she is the most important person in the facility.
• Makes eye contact and acknowledges others.
• Allows patients and visitors to enter and exit elevators first.
• Walks visitors and patients to their destinations.
• Does not discuss patient and organizational information in public spaces.
• Develops and maintains positive relationships with co-workers.
• Shares knowledge and expertise with co-workers regarding the process or procedure required to carry out specific duties and responsibilities.
• Acts as a resource for co-workers.
• Provides information that is pertinent to the situation.
• Uses easily understood and appropriate language.
• Listens to the needs of patients, families and co-workers and responds in a timely and sensitive manner.
• Demonstrates verbal and nonverbal communication that is sensitive to the diverse workforce and communities we serve.
• 
  I - Acting with INTEGRITY: We will be fair, honest, transparent and trustworthy in our decisions and actions, always adhering to the highest ethical standards.
• Actions and decisions support the needs of our patients, employees, the organization and the communities we serve.
• Holds self and others accountable and does the right thing, even when "no one is looking".
• Accepts responsibility for words and actions.
• Knows, understands and takes charge of job responsibilities.
• Listens and acts without bias.
• Delivers on commitments.
• Does what he/she says he/she will do.
• Maintains confidentiality and adheres to Code of Conduct.
• Does not disclose or discuss patient information unless there is a job-related requirement.
• Does not bill for services that are not performed or for items that are not provided.
• Acknowledges conflict and seeks appropriate resolution.
• Understands and accepts responsibility for the impact that individual actions have on patients, visitors, co-workers and the organization.
• Uses proper lines of communication.
• Follows organizational and departmental policies and procedures.
• 
  I - Embracing INCLUSION: We will maintain an open mind and seek new and different perspectives to create a welcoming and diverse environment.
• Involves employees from other departments when workflow changes may affect other teams.
• Actively seeks input from diverse groups in order to positively influence outcomes or decision-making.
• Builds strong working relationships with all team members.
• Uses interpersonal skills and methods that are sensitive to the diverse workplace and communities we serve.
• Treats everyone with courtesy and respect.
• Works cooperatively within own and other departments.
• Participates in unit or department in-services, meetings and conferences.
• Shares responsibility and is accountable for getting work done.
• 
  D - Seeking DISCOVERY: We will work tirelessly to advance the practice of medicine through research and innovation, as well as training and education.
• Identifies challenges or barriers and proactively works to find solutions.
• Participates in problem solving activities.
• Asks for feedback on performance and is open to receiving such feedback.
• Learns about the roles of co-workers and acknowledges each person's contribution.
• Learns about the specific needs of the patients and families we serve and continually strives to exceed expectations.
• Seeks new ways of doing work to become more efficient and effective.
• Engages in goal alignment and standardization of work processes.
• Asks for patients, families and employee feedback to influence performance and experience.
• Learns about best practices and evaluates them for potential implementation.
• Evaluates current status of experience and performance and seeks out ways to constantly improve.
• 
  E - Offering EMPATHY: We will respect and honor the dignity of others and provide heartfelt comfort and support.
• Practices active listening with patients, families and co-workers.
• Makes eye contact and appropriate nonverbal cues during discussions.
• Listens to understand rather than preparing to respond.
• Repeats back what they have heard to ensure proper understanding before responding.
• Considers the little things that can make a big difference.
• Thinks through the details before an experience occurs and makes necessary adjustments to enhance the experience.
• Delivers on any follow-up items in a timely and thorough fashion.
• Senses tone and emotion and adjusts voice and conversation accordingly.
• Celebrates moments appropriately and professionally in a thoughtful manner.
• Provides personalized care to patients and families, and supports co-workers through life's challenges.