Medical Assistant 3

ABOUT UCSF HEALTH
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what is possible for the patients we serve a promise we share with the professionals who make up our team.
Ranked by U.S. News & World Report as the number one hospital in California and among the top five in the country UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
 

JOB SUMMARY
Under the supervision of the Nurse Manager, guided by policies and procedures of Ambulatory Services, the Medical Assistant (MA) assists in the delivery of care to all Ambulatory patients. As a member of the team, the MA must be able to work variable shifts (including 12-hour shifts, Saturdays, Sundays, Holidays, early mornings, and evenings), as well as working in various clinic locations (including South Bay, San Francisco, and East Bay).
The Medical Assistant will play a critical role in the patient experience including optimizing clinic flow, providing in and outreach to patients and working collaboratively with the team to create a patient centered environment. This position floats between the front and the back office performing both clerical and clinical duties.
Work includes a variety of personal care and MA care procedures including assuring positive care outcomes. They will perform assigned patient care and laboratory procedures in support of services provided to patients within the practices. They are required to learn and be able to assist in all functions of the practices to include back and front office. The MA consistently projects a professional and courteous demeanor, helps establish and maintain the highest service standards for the practice and complies with the Medical Center House and Telephone Standards.
The MA must have flexibility to cover multiple UCSF Health Ambulatory Clinics.

DUTIES & ESSENTIAL JOB FUNCTIONS 

%  of time 

Essential 

Function 

(Yes/No)

Key Responsibilities 

(To be completed by Supervisor)

40% 

Yes 

• 

Performs routine clinical functions, including but not limited to vital signs, height, weight, pain screening and documentation of chief complaints when applicable. 

• 

Performs 12 lead EKGs and retrieves old EKGs. 

• 

If certified, performs phlebotomy. 

• 

Documents use of interpreter as appropriate. Work with interpreting services to facilitate interpreter participation for medical appointments in person, by video or by phone. 

• 

Assists Nurses, providers and patients in preparation for exam and/or procedures 

• 

Able to perform instrument processing procedures in outpatient clinic and maintain all appropriate logs. 

• 

Successfully complete all appropriate competencies to ensure appropriate training and skill to assist and set up for patient testing.  

• 

Acts as chaperone for patient during examination with medical provider as needed. 

• 

Works as an internal float for department as requested by supervisor. 

• 

Transports patients as directed and ensures their safety. 

• 

Monitors patient flow in and out of the clinic. 

• 

Obtains specimens and performs Point of Care Testing and other  tests as directed. 

• 

Obtains specimens and performs laboratory procedures conforming to all policies and procedures related to specimen handling and processing. 

• 

Participates in updating mandatory logs and reporting (i.e.: temperature log, disaster cabinet log, crash cart log) 

• 

Performs clinical activities in an accurate and timely manner as needed 

• 

Assist physician staff in writing and sending out patient communications 

• 

Complies with all Ambulatory Services and Medical Center policies and procedures for infection control, safety, administrative and clinical practice. Complies with activities mandated by JCAHO/Title 22 

• 

Completion of annual competency testing 

• 

Ensures all medication cabinets remain locked at all times. 

20% 

Yes 

• 

Organizes activities based on the needs of patients while maintaining the effective flow of patients through the test site. Adjusts clinical support activities to reflect changes in priorities during sessions. 

• 

May maintain open communication and facilities continuity of care for patients and/or family with members of the health care team through phone contact, verbal interaction and /or written reports including UCSF MyChart Patient Portal and APeX InBasket messaging. Utilizes electronic chart information. (i.e., labs, appointments) to contribute to patient care when applicable. 

• 

Obtains records, and conveys information clearly and concisely. 

• 

Demonstrates courtesy, common sense, and follow-through in all telephone communications, maintaining the Telephone Standards as established by UCSF Medical Center 

• 

Fosters/maintains positive public relations (patients, family, visitors and staff). Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients perceive interactions as positive and supportive 

• 

Participates in in-reach/outreach health care maintenance projects as directed. 

• 

Notifies providers of patient delays and service issues. Acts and advocates for patients to help facilitate provider punctuality in seeing patients according to schedule 

• 

Communicates provider delays with front office team and makes regular announcements to waiting room as needed when delays are over 30 minutes. 

• 

Shares pertinent information and observations with other health team members. 

• 

Identifies and communicates problems to the nursing staff or appropriate supervisor 

• 

Offers suggestions for change or improvement in clinic/practice/testing site operations 

• 

Assists patients with issues and complaints utilizing conflict management skills. 

• 

 Utilizes Electronic Health Record (APEX) for documentation within the scope of practice of a Hospital Assistant which may include but not limited to:   o               Documentation of vital signs, height, weight and pain scale. 

• Enters patient chief complaint and history (i.e. tobacco/family hx/ med/surg/social). 

• Enters patient reported medications and allergies. o    Orders & signs POCT with signed protocol. o   Documentation of POCT results. o   Enters & “pends” scripted orders from provider. o  Opens a Medication Refill Encounter for provider. o           Schedules practice and follow-up appointments, laboratory, radiology, and other testing as ordered by providers. 

• Performs patient medical record abstraction. o             Opens telephone encounters. o              Opens staff messages. o   Communications are grammatically correct and contextually appropriate. 

   

• 

Is a strong team player, has a dedicated work ethic and is willing to learn and adapt to new tasks when asked. Is comfortable building rapport with patients quickly and is able to work effectively with and without supervision and remain calm and friendly in all interactions with patients. 

• 

Able to work quickly and effectively with and without supervision and remain calm and friendly in all interactions with patients. 

• 

They lead by example in the areas of professional appearance, demeanor, and body language, making eye contact with patients and smiling.     

20% 

Yes 

• 

Maintains clean, well-stocked workspace. Assists with ordering, maintaining supplies and maintenance of lab equipment when not provided or maintained by the POCT team or Nursing Administrator. 

• 

As requested, reviews Lab Logs of results and prints results for providers. 

• 

May need to release as well as schedule appointments and coordinates services for patients 

• 

Maintains supply standards as directed by nursing staff or appropriate supervisor 

• 

Adheres to infection control procedures as outlined in the Infection Control Manual 

• 

Adheres to the Ambulatory Services policy and procedures for the cleaning and disinfecting equipment 

• 

Participates in various QI and Customer Service initiatives such as wait time studies, outcome data collection from procedures, etc. 

20% 

Yes 

• 

Will serve in backup role for practice to support clerical teams 

• 

Schedules established patient appointments using Apex 

• 

Has keen awareness of the need to provide prompt and convenient appointment access to patients 

• 

Adheres to the provider productivity standards established for the practice and schedules appointments with the appropriate appointment type 

• 

Upholds UCSF policy regarding the maintenance and confidentiality of the medical records 

• 

Triages all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box. 

• 

Utilizes Apex to retrieve pertinent patient data 

• 

Follows practice procedure for follow-up of missed appointments 

• 

Covers Apex in-baskets and phone messages when other members of the team are absent 

• 

Assists back office maintaining current filing and scanning. 

• 

Embraces and role models PRIDE values (Professionalism, Respect, Integrity, 

Diversity and Excellence) and AIDET (Acknowledge, Introduce, Duration, Explanation and Thanks) concepts as part of approach to all assigned tasks, responsibilities and interactions with peers, internal and external customers and patients in person, by phone and in while engaging in electronic communications. 

100% 

LIVING PRIDE STANDARDS 

Service Excellence 

• Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior.  These standards and expectations convey specific behavior associated with the Medical Center’s values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.   

• Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards. 

• Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices 

• Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.

• Demonstrates an understanding of and adheres to safety and infection control policies and procedures. 

• Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. 

Work Environment 

• Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture. 

• Picks up and disposes of any litter found throughout entire facility. 

• Posts flyers and posters in designated areas only; does not post on walls, doors or windows. 

• Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.   

• Protects the physical environment and equipment from damage and theft. 

REQUIRED QUALIFICATIONS 

• CPT-1 certified within six months of hire 

• If applicant does not have a CPT-1, they will be hired as Medical Assistant II and will be reclassified to a Medical Assistant III once they receive CPT-1 certification with the State of California 

• Certification from an approved Medical Assistant program; or equivalent combination of training and experience 

• Knowledge and abilities essential to the successful performance of the duties assigned to the position 

• Current American Heart Association CPR certification 

• Demonstrated computer familiarity, keyboard skills, computer literate in programs such as Microsoft Word and Excel required 

• Willingness to learn new computer programs as needed to sustain practice operations 

• The flexibility to orient and work at all UCSF Medical Center locations 

PREFERRED QUALIFICATION 

• Two or more years of experience as a Hospital Assistant. 

• Familiarity with Epic 

• Experience with current POCT equipment. 

REQUIRED LICENSES/CERTIFICATIONS 

• Current American Heart Association CPR Certification 

• CPT-1 certified within six months of hire 

• Certification from an approved Medical Assistant program; or equivalent combination of training and experience 

POPULATIONS SERVED  

Demonstrates the ability to provide patient care to patients, employees/staff/faculty of all age populations served: Child, Adolescent, Adult, Geriatric.