Program Coordinator (Multiple Openings)

The Department of Emergency Medicine has multiple opportunities for a full-time Linkage to Care Coordinator for UW’s Washington Telebuprenorphine Program, which has successfully served over 1000 patients. This innovative telehealth program connects patients diagnosed with opioid use disorder (OUD) to life-saving care and resources, bridging critical gaps in the healthcare system.

As a Care Coordinator, you will be an essential part of a multidisciplinary team, collaborating with the Program Manager, Lead Care Coordinator, Principal Investigator (PI), Emergency Department (ED) providers, and primary care teams. Your day-to-day responsibilities will include conducting patient intake and registration, coordinating care plans, tracking cases from our hotline, and ensuring patients receive timely referrals to OUD treatment, harm reduction services, and other necessary support.

You'll act as the primary point of contact for patients, guiding them through the healthcare system and helping them overcome barriers to care.

This dynamic role includes hybrid work arrangements with time spent working remotely and on-site within your region. Daily interactions will occur via phone and in person, requiring compassion, adaptability, and strong communication skills to meet the diverse needs of our patient population. This position also involves evening and weekend hours to ensure continuous support for patients in need.

Location: Applicant must live within one of the ACH regions

– Thriving Together North Central Washington (Chelan, Douglas, Grant, Okanogan) or Better Health Together (Ferry, Stevens, Fend Oreille, Lincoln, Spokane, Adams)

– Olympic Community of Health (Clallam, Jefferson, Kitsap) or Choice (Grays Harbor, Mason, Thurston, Pacific, Lewis, Wahklakum, Cowlitz)

– North Sound ACH (Whatcom, Skagit, Snohomish, San Juan Island)

– Greater Health Now (Kittitas, Yakima, Benton, Franklin, Walla Walla, Columbia, Garfield, Asotin, Whitman) or SWACH (Clark, Skamania, Klickitat)

– Elevate Health (Pierce)

DUTIES AND RESPONSIBILITIES

Patient Coordination – 40%

· Monitor the hotline during business hours and communicate effectively with on-call providers.

· Conduct eligibility screenings and registration for patients calling the hotline.

· Perform patient needs assessments to identify barriers to care and facilitate timely referrals for support services.

· Coordinate care to ensure patients access harm reduction services, OUD treatment, and other necessary support services.

· Arrange and verify medical appointments, fax clinical notes, and follow up on appointment attendance.

· Conduct patient interactions with equitable respect, open-mindedness, and compassion, particularly with individuals facing mental health challenges, substance use, or cultural barriers.

· Triage patient calls and inquiries based on urgency and need, ensuring timely resolution of requests.

Collaboration and Outreach – 40%

· Communicate and coordinate with medical providers, nurses, and social workers to provide harm reduction counseling and referrals.

· Partner with Washington opioid programs, organizations, and stakeholders to ensure quality service delivery.

· Utilize interpreter services and community partnerships as needed to address language and cultural barriers.

· Provide consultation, outreach, education, training, and public messaging about OUD to healthcare professionals and community partners.

· Attend weekly supervision meetings to discuss patient care plans, screening trends, and strategies for overcoming barriers to care.

Administrative and Data Management – 20%

· Enter OUD screening and linkage-to-care data into multiple databases with precision.

· Ensure the quality and completeness of data, assisting in monitoring program metrics.

· Create and submit program progress reports and milestones to the funder under the Program Manager's supervision.

· Respond to public and provider inquiries via phone and email.

· Maintain patient records confidentially, adhering to hospital policies and HIPAA regulations.

· Address and resolve non-clinical patient complaints, providing data and reports for review as needed.

Core Job Competencies

· Proactive decision-making aligned with position responsibilities.

· Ability to operate independently with minimal oversight.

· Strong adherence to hospital policy and HIPAA regulations.

· Exceptional communication, critical thinking, and problem-solving skills.

Competitive candidates will be detail-oriented, conscientious, and effective communicators, able to handle a diverse set of responsibilities and interact with individuals from various backgrounds.

MINIMUM REQUIREMENTS

• High school graduation or equivalent AND two years of experience in supporting patients with opioid use disorder by connecting them to treatment and recovery services through telehealth. This specialty includes working with individuals facing substance use, behavioral health, or social service needs, helping them navigate care systems and access critical resources.

Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

DESIRED QUALIFICATIONS

· Bachelor’s degree in a related academic area.

· Lived experience with Opioid Use Disorder or addiction.

· Experience working on research projects with a research team.

· Previous human subjects interaction (e.g., recruiting or consenting patients, conducting study-related interviews or assessments).

· Proficiency with Microsoft Word, Excel, and PowerPoint.

· Clinical experience interacting with patients.

· Ability to work in a fast-paced environment, and to manage competing priorities and monitor/communicate project status.

· Excellent written and verbal communication skills.

· Ability to work a flexible schedule including evenings and weekends.