Oncology Access Liaison (Referral Coordinator)

Department Overview

The Oncology Access Liaison serves as the primary point of contact for external referring providers, patients, and internal oncology clinics regarding referrals to the OHSU Knight Cancer Institute. This position independently reviews, triages, and facilitates complex oncology referrals across the organization and network to ensure referral completeness, accuracy, and timely patient access to care.

The Oncology Access Liaison utilizes extensive knowledge of OHSU ambulatory workflows, oncology scheduling practices, and referral management processes to evaluate incoming referrals from an organizational perspective and determine appropriate next steps. This includes identifying missing clinical information, coordinating record collection, facilitating medical review, resolving barriers to access, and routing referrals to the appropriate oncology specialty.

The position works collaboratively with patients, referring providers, nurses, providers, patient access teams, and clinic staff to support timely New patient scheduling and seamless transitions into oncology care across all OHSU non-oncology department. The Oncology Access Liaison monitors new patient referral outcomes, identifies process barriers impacting new patient access, and participates in continuous process improvement efforts to enhance referral quality and scheduling efficiency across the Knight Cancer Institute.

Function/Duties of Position

Referral Processing & Triage:

• Independently reviews and triages incoming oncology referrals from external providers, community partners, the Legacy OHSU collaboration and internal OHSU sources.
• Assesses referral completeness and accuracy using established referral criteria and clinical workflow standards.
• Identifies required medical records, imaging, pathology, laboratory results, and supporting documentation necessary for medical review.
• Coordinates collection of missing information from referring providers and external organizations.
• Routes referrals to the appropriate oncology specialty, provider, or ambulatory clinic.
• Facilitates provider or nurse review for referrals requiring clinical decision-making.
• Maintains referral work queues and ensures adherence to established access and scheduling service standards.
• Serves as a resource to referring providers regarding referral requirements and processes.
• Communicates referral status and scheduling progress to patients and referring offices.

Patient Access Coordination:

• Identifies and resolves barriers impacting patient access to oncology services.
• Assists patients with scheduling, registration completion, and MyChart enrollment.
• Coordinates appointments, diagnostic services, imaging, laboratory appointments, clinic procedures and consultations necessary for initial oncology evaluation.
• Works collaboratively with financial services and managed care teams to address insurance-related barriers to care.
• Facilitates timely access to services while ensuring compliance with departmental policies and clinical requirements.

Referring Provider Relations:

• Serves as a primary liaison between referring providers and Knight Cancer Institute clinics.
• Provides guidance regarding referral requirements, specialty services, and access pathways.
• Maintains ongoing communication with referring providers regarding referral disposition and patient scheduling outcomes.
• Investigates and resolves referral concerns or service issues.

Referral Quality Monitoring & Process Improvement:

• Monitors referral completion, scheduling outcomes, and referral processing metrics.
• Identifies trends, barriers, and operational issues affecting patient access.
• Provides feedback regarding referral quality and process improvement opportunities.
• Assists leadership in developing workflow improvements to enhance referral efficiency and patient throughput.
• Participates in departmental quality improvement initiatives.

Administrative Responsibilities:

• Maintains accurate documentation within Epic and other required systems.
• Participates in staff meetings, educational activities, and training initiatives.
• Maintains current knowledge of ambulatory workflows, referral processes, and system updates.
• Performs other duties as assigned.

Required Qualifications

• Bachelor's degree plus 2 years' experience working in an ambulatory clinic, OR
• Associate's degree plus 4 years' experience working in an ambulatory clinic. OR
• High School diploma plus 6 years' experience working in an ambulatory clinic.
• Knowledge of multiple Ambulatory workflows.

Preferred Qualifications

• Bachelor's degree in related field.

• At least one year of experience in a medical office setting, including high-volume scheduling of appointments, multi-line phone system and medical terminology.

• The candidate must have a thorough knowledge of patient scheduling and referral processes in EPIC or other EHR system.

• Experience working with electronic medical records.

• Experience in oncology, hematology, or specialty care.

• Experience with complex referral coordination.

• Experience working within an academic health system.

• Experience analyzing referral data, access metrics, or scheduling performance

• Advanced computer skills, including Adobe, MS Word, Excel, OHSU Epic skills and online resource use knowledge.

• Ability to prioritize multiple tasks at one time.

• Excellent communication, analytical and organizational skills: both written and verbal.

• Experience with and electronic health record, preferably Epic

• Basic understanding of medical terminology

• Referral triage and prioritization

• Ambulatory workflow expertise

• Abiltiy to work independently and as part of a team while being collaborative in resolving problems.

• Ability to work autonomously, with a high level of accuracy, speed and exhibit a willingness to work with deadlines.

• Must meet Department performance standards measuring efficiency, production, timeliness and accuracy. This will be reviewed on a regular basis both as a team and as an individual.

• Strong attention to detail and processes

• Must possess energy and drive to coordinate multiple projects simultaneously.

• Ability to use tact and diplomacy to maintain effective working relationships

• Critical thinking and problem solving

• Process improvement

• Access management

• Relationship management with referring providers

• Data monitoring and reporting

• Healthcare operations coordination

• Organizational perspective in referral routing decisions

Additional Details

• This position is located at the Center for Health & Healing Bld. 2 (CHH2) and via teleworking.
• When this position works at CHH2, they must be able to share office space with other coworkers and able to multi-task in a high-volume environment.
• This position may be eligible for telecommuting once training and probationary periods are met.
• Must be able to sit and/or talk on the phone for long periods of time.

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