Medical Assistant 3

Under the supervision of the UCSF Department of Psychiatry and Behavioral Sciences Nurse Manager, guided by policies and procedures of UCSF Health & the DPBS, the Medical Assistant assists in the delivery of care to patients at the DPBS. The Medical Assistant will play a critical role in the patient experience including optimizing clinic flow, providing cross-coverage during high volume periods and staff leaves and working collaboratively with the team to create a patient centered environment. This position will support Outpatient Adult, Child and Adolescent Psychiatry, Partial Hospitalization Program and Intensive Outpatient Services. 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 including reception, prescription and service preauthorization. The Medical Assistant 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 Medical Assistant must have flexibility to cover multiple sites, services and schedules to include evening and weekends.

DUTIES & ESSENTIAL JOB FUNCTIONS

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

80%

Yes

• Performs routine clinical functions, including but not limited to vital signs, height, weight, pain screening, allergies, medication review, 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, the HA III can administer injectable vaccines after verification of medication and dose with the 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.
• Assists with collection of psychometric screening data
• Assists with procedures as required for the department specialty and determined by the Clinical Manager or Administrative Director
• 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.
• Obtains specimens and performs simple Point of Care Testing as directed. Testing as directed.
• 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.
• May be asked to obtain 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 LPPH&C & UCSF Health 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 medication cabinets remain locked at all times.
• 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 lnBasket 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 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
• Responsible for ordering and maintaining supplies. Maintenance of lab equipment
• As requested, reviews Lab Logs of results and prints results for providers
• Schedules complex procedures 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 DPBS policy and procedures for cleaning and disinfecting equipment
• Participates in various QI and Customer Service initiatives such as wait time studies, outcome data collection from procedures, etc.
• Provides cross-functional and cross-service coverage for Outpatient and Intensive Services

20%

Yes

• Will serve in backup role for practice to support clerical teams
• Schedules established patient appointments using Apex
• Check in patients at main reception area and collects co-pays / co-insurances
• 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 and DPBS 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. Returns call to patients as needed/assigned
• 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 while engaging in electronic communications
• Ability to actively engage in, learn and participate in LEAN Management system initiatives to include participation in rounding activities and huddles and quality improvement projects
• May be routinely assigned to evening and weekend shifts

100%

OTHER FUNCTIONS AND RESPONSIBILITIES

• Performs other duties as assigned.

REQUIRED QUALIFICATION

• High School graduation and three years of appropriate experience, including one year of supervisory experience where applicable; or an equivalent combination of education and experience;
• 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. 
• Minimum of 1 year of recent experience working in a busy health care environment.
• Familiarity with insurance verification and authorizations
• Ability to sit at a computer terminal for extended periods of time, with no restrictions for keyboarding.
• Strong computer skills, including basic keyboarding skills, and experience and ability to work effectively in Word and Excel. 
• Willingness to learn new computer programs as needed to sustain practice operations
• Ability to prioritize and work efficiently with multiple forms of patient & provider communication including email, fax and phone system.
• Excellent organizational and problem-solving skills.
• Excellent verbal skills.
• Excellent interpersonal skills
• Strong writing skills to include the ability to compose basic office communications.
• Ability to deal sensitively and effectively with patients.
• Ability to communicate effectively and efficiently with team physicians and referring physicians

PREFERRED QUALIFICATION

• Familiarity with Epic
• CPT 1 Certified (CPT-1 certification current with the State of California)
• Bachelor’s degree in psychology, social work or other health science or behavioral science

REQUIRED LICENSES/CERTIFICATIONS

• Current American Heart Association CPR certification