Medical Assistant 3

Under the supervision of the UCSF Primary Care Administrative Nurse Manager, guided by policies and procedures of the Ambulatory Services, the Hospital Assistant II assists in the delivery of care to patients at UCSF Primary Care.The Hospital Assistant II will be primarily responsible for the members of their primary care teamlet as well as providing back up support to other teamlets. The Hospital Assistant II 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 nursing care procedures including assuring positive care outcomes. S/he will perform assigned patient care and laboratory procedures in support of services provided to patients within the practices. S/he is required to learn and be able to assist in all functions of the practices to include back and front office. The Hospital Assistant II 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 medical center primary care clinic sites.

DUTIES & ESSENTIAL JOB FUNCTIONS

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

40%

Patient care support:

• Performs routine clinical functions, including but not limited to vital signs, height, weight, pain screening , allergies, medication reconciliation,and documentation of chief complaints, patient screening questions, social history screening, medical/surgical and family history, annual health screening, signs established protocols and pends all care gaps.  
• Updates HCM banner. Carries out orders, hands AVS, schedules follow up and discharges patients.
• Documents use of interpreter as appropriate. Work with interpreting services to facilitate interpreter participation for medical appointments in person, by video or by phone. 
• Upon successful completion of UCSF specific medication administration test, training, modules and observations, HA III can administer injectable vaccines after verification of medication and dose with provider immediately prior to vaccine administration
• Participates in daily huddles and monthly leadership rounds.
• 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.
• Assist in complex medical procedures. Successfully complete all appropriate competencies to ensure appropriate training and skill to assist and set up for said procedures.
• Act as chaperone as needed for medical providers.
• Transports patients as directed and ensures their safety.
• Monitors patient flow in and out of the clinic.
• Utilizes ambulatory non-provider protocols to order and sign FIT kits, GC/CT, Mammogram, Monofilament foot exam, multistix, urine pregnancy.
• Obtains specimens and performs simple Point of Care Testing as directed. Testing as directed. Including QA/QC and EKGs.
• Obtains specimens and performs simple laboratory procedures conforming to all policies and procedures related to specimen handling and processing.
• Performs phlebotomy procedure on all ages to include pediatric, adult and geriatric patients.
• Participates in updating mandatory logs (i.e.: temperature log, disaster cabinet log, crash cart log)
• Completes referrals to other providers as ordered by the physician.
• Obtains authorizations from insurers for medications
• Performs clinical activities in an accurate and timely manner
• 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 TJC/Title 22
• Completion of annual competency testing
• Ensures all medication cabinets remain locked at all times.

20%

• Organizes activities based on the needs of patients while maintaining the effective flow of patients through the practice. Adjusts clinical support activities to reflect changes in priorities during practice sessions.
• Maintains 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
• 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 operations
• Assists patients with issues and complaints utilizing conflict management skills.
• S/he is a strong team player, has a dedicated work ethic, and is willing to learn and adapt to new tasks when asked. S/he is comfortable building rapport with patients
• Able to work quickly and effectively with and without supervision and remain calm and friendly in all interactions with patients
• S/he leads by example in the areas of professional appearance, demeanor and body language, making eye contact with patients and smiling.   

20%

• Maintains clean, well-stocked exam rooms, labs and nursing stations. Responsible for ordering, and maintaining clinical supplies. Maintenance of lab equipment
• As requested reviews Lab Logs of results and prints results for providers
• Obtains insurance authorizations for medications
• 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.

10%

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

10%

Admin/clerical support:

• Schedules complex procedures and coordinates services for patients
• Will serve in backup role for practice to support clerical teams
• Schedules established patient appointments using Apex
• Assists back office maintaining current filing and scanning.
• Follows practice procedure for follow-up of missed appointments

100%

OTHER FUNCTIONS AND RESPONSIBILITIES

• Performs other duties as assigned.

REQUIRED QUALIFICATION

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

• High School graduation and two years of related experience or an equivalent combination of education 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

• Willingness to obtain CPT I Certified (CPT-1 certification current with the State of California) within 6 months of hire

REQUIRED LICENSES/CERTIFICATIONS

• Current American Heart Association CPR certification

• CPT-1 Certification required for Primary Care departments

  • ****If applicant does not have a CPT-1, they will be hired as Hospital Assistant II and will be reclassified to a Hospital Assistant 3 once they receive CPT-1 certification with the State of California