Program Coordinator, Member Support Services & LTCI

JOB SUMMARY

This role is integral to the Richmond Division of Family Practice (RDFP) Clinical & Practice Support program to support family practices, also referred to as Patient Medical Homes (PMH), with their general practice support needs. This role is dependent on active interactions and fostering relationships with RDFP family practice clinics, including physicians and their teams, as well as daily organization, coordination and administration of program activities and projects that impact the operations of family practice clinics and clinical initiatives such as the  Long-Term Care Initiative (LTCI). The Program Coordinator reports to the Clinical and Practice Supports Program Manager.

Organizational Status

The Richmond Division of Family Practice (RDFP) is a local non-profit society that is part of a province-wide initiative designed to improve patient care, increase family physician influence on health care delivery and design, and enhance professional satisfaction for physicians. The Richmond Division has over 220 physician members and is led by a Board of Directors, and works in collaboration with Vancouver Coastal Health, BC’s Ministry of Health, and community organizations. Visit our website for more information: https://richmonddivision.ca/

The Richmond Division of Family Practice is involved in the transformation of long-term care in Richmond, in collaboration with Richmond family physicians and our Vancouver Coastal Health – Richmond (VCH - Richmond) partners. In 2017, the Long-Term Initiative (LTCI) project launched in Richmond to improve patient care by coordinating family physician services to patients in long-term care homes and increasing family physician influence on the design, development and implementation of local solutions that also enhance professional satisfaction for physicians in addition to delivering quality patient care. The Richmond Division of Family Practice coordinates Richmond long-term care initiatives in partnership with Vancouver Coastal Health across 6 care homes: Fraserview Retirement Community, Richmond Lions Manor, Minoru Residence, Pinegrove Place, Rosewood Manor and Hamilton Village Care Centre.

Key Responsibilities

Clinical & Practice Support Work Performed

Supports Richmond Division of Family Practice family physician member engagement, welcoming new members, providing new members with onboarding orientations, visiting physicians and their teams at their clinics, and navigating family physician members with practice support inquiries (connecting them to members of the RDFP team or partners).

Through member engagement, identifies and tracks member priorities with the program manager to be shared at RDFP team meetings.

Supports the maintenance of member and clinic records within an RDFP database.

Collaborates with the RDFP Communications Lead to maintain membership resources on member-facing media platforms (Ex, website, member portal, etc.)

Collaborates with practice support partners (Ex. Doctors of BC, City of Richmond, etc).

Maintains program workflows, files and folders.

Collects, analyzes, and reports on membership activity data.

Coordinates physician networks, committees and peer mentorship.

Coordinates RDFP practice support services and projects, including but not limited to RDFP:

Immunizations support services (clinic deliveries, cold-chain orientations, etc)

Practice support tool enrollments (RxFiles, UpToDate, etc)

After-hours care program

Clinic health & safety supports

Other

Supports with member-led special projects

Other duties as assigned.

Long term care initiative (LTCI) Work Performed

Works closely with the Division LTCI Physician Lead and Clinical & Practice Support Program Manager on program goals, program coordination, projects and administration, including but not limited to:

Physician recruitment and onboarding

After-hours call service

Quality improvement.

Works closely with the Program Manager to coordinate meetings, preparing agendas, logistics, minutes and other supports for LTCI meetings, committees, working groups, facility visits, and learning events

Collaborates with Vancouver Coastal Health-Richmond and other stakeholders to align efforts to support physicians working in long-term care.

Networks and collaborates with other LTCI Program Coordinators in the lower mainland, as needed.

Supports the collection of LTCI program data and preparation of reports (Ex. physician distribution across care homes, bed counts/coverage across care homes, after hours call statistics & trends, etc).

Supports the creation of LTCI engagement materials in collaboration with the RDFP Communications Coordinator (Ex. Physician recruitment materials, stakeholder presentations, instructional handouts, event posters, etc).

Handles sensitive information in a confidential manner.

Other duties as assigned.

WorkIng Conditions

The Program Coordinator position requires availability to work from Monday to Friday during regular working hours with the possibility of attending occasional early morning, early evening and/or weekend meetings. Travel will be necessary across the Richmond/Vancouver area, requiring reliable transportation.

QUALIFICATIONS

2-3 years minimum administrative experience within the BC Health Care system.

Minimum Bachelor’s degree in Health Sciences, Business Administration, or related topic area, preferred.

Must have advanced knowledge of MS Office (Ex. Word, Excel, PowerPoint, Outlook) and ability to learn new tools (Ex. Canva, Nimble CRM, Checkbox survey software, etc).

Excellent written and verbal communication skills, with attention to detail.

Highly developed organizational and time-management skills, with the ability to meet deadlines.

Flexibility to adjust to a dynamic work environment.

Strong interpersonal skills with the capacity to work alone or in a team as needed.

Willingness to work flexible hours, including early morning and evenings as required.

Ability to research, analyze and report on various topics for program and project support.

Proactive, helpful, can-do attitude.

Disclaimer: The tasks listed above indicate the general nature and level of work performed in this role. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. The bulleted details are examples drawn from current work and are not intended to limit or restrict the tasks outlined in the job description.