Medical Assistant 3

Job Summary

Within the Department of Neurological Surgery, the Brain and Spinal Injury Center (BASIC) is a large clinical and research division with over 30 physicians, nurses, research faculty, staff and trainees at the SFGH campus. Many colleagues from other departments, other universities throughout the US and other countries form an added active pool of investigators and staff with whom we collaborate.

Under supervision of the Manager, guided by policies and procedures of Ambulatory Services, the Medical Assistant 3 – assist in the delivery of care to patients in The UCSF Neurosurgery Clinic.

S/he is required to learn and be able to assist in Neurosurgery practice. S/he will actively participate on a multidisciplinary quality improvement team to improve the health of targeted patients with chronic illness across UCSF Medical Center practices. Work includes a variety of personal care and clinical procedures including assuring positive care outcomes. S/he will perform assigned patient care in support of the specialty care services provided to patients within the practices. S/he is required to adhere to the Telephone and House Standards as adopted by the Medical Center. Assist care team by coordinating care for patients on and off the daily schedule. S/he will act as a primary conduit for the transmission of information between providers and patients and coordinate services for all patients who are part of the assigned panel, especially those with serious, complex or chronic health problems. S/he will provide advocacy, information and referral services to patients and families to address their medical and psychosocial needs.

REPORTING RELATIONSHIPS

Supervises no staff

Key Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

60

Yes

Clinical

1. Performs routine clinical functions and documents in patient chart, including but not limited to vital signs, height, weight, pain screening, medications  and documentation of chief complaints.

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

3. Assists Providers, APPs, Nurses and patients in preparation for exam and/or procedures.

4. Successfully completes all appropriate competencies to perform or assist with procedures as required for department specialty and determined by the Administrative Nurseor Administrative Director--which may include but not limited to:

   1. Performs sterile processing procedures in outpatient clinic such as Cidex OPA and maintain all appropriate logs.

   2. Cleans and prepares instruments for transport to the sterile processing department.

   3. Assists APPs in complex medical procedures such as incision & drainage, suture removal, and lumbar puncture, including preparing equipment. 

5. Acts as chaperone as needed for medical providers.

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

7. Transports patients as directed and ensures their safety.

8. Monitors patient flow in and out of the clinic.

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

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

3. Facilitates referrals to other providers as ordered by the physician.

4. Obtains authorizations from insurers for medications, referrals and ancillary imaging ordered by the physician.

5. Performs clinical activities in an accurate and timely manner.

6. Assists physician staff in writing and sending out patient communications.

7. 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.

8. Ensures all medication cabinets remain locked at all times.

9. Order Medications and Medical Supplies

10. Train new HA/MA 3 staff and temps with front and back office duties

20

Yes

Communication

1. Demonstrates courtesy, common sense and follow through in all telephone communications, taking and delivering (clinical and non-clinical information from patients and others, delivering messages and providing instructions to the patient via. tel that the care team/provider has asked you to relay to patient and maintaining the Medical Center Telephone Standards.

2. Ensures a professional and helpful working environment by upholding the House Standards as adopted by the Medical Center.

3. Notifies providers of patient delays and service issues. Acts as an advocate for patients by helping to facilitate provider punctuality to maintain optimal clinic schedules.

4. Communicates provider delays to front office team and makes regular announcements to patients in waiting room or exam room as needed when delays are over 30 minutes.

5. Shares pertinent information, observations with other health team members. Notifies providers of patient service issues.

1. Identifies and communicates problems to the nursing staff/care team or appropriate supervisor.

2. Offers suggestions for change or improvement in clinic/practice operations.

3. Assists patients with issues and complaints utilizing conflict management skills

4. Ensure all patients provider care teams are verified and documented in apex. Update patient provider care teams as needed. 

5. Utilizes Electronic Health Record (APEX) for documentation within the scope of practice of a Hospital Assistant which may include but not limited to:

6. Documentation of vital signs, height, weight and pain scale.

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

8. Enter patient reported medications, allergies, care everywhere, reconcile medication records from outside institutions

9. Order & sign POCT with signedprotocol.

10. Documentation of point of care testresults.

11. Enter & “pend” scripted orders from provider.

12. Open a Medication Refill Encounter for provider.

13. Scheduling laboratory, radiology and other testing with a written order from a provider.

14. Open telephone encounters, create encounters from CRM message

15. Open staff messages.

16. Care Everywhere, Activate

11.Pre-Visit Patient Intake:  Contacts patients by telephone prior to scheduled appointments, as assigned, to complete pre-visit intake within scope of practice. Intake may include confirming the reason for visit/chief complaint, reviewing and documenting patient-reported medications and allergies, updating relevant health history, and completing other appropriate APeX intake documentation in preparation for the scheduled visit.

20

Yes

Operations

1. Maintains clean, well-stocked exam rooms, clinician hub rooms and lab. Responsible for ordering and maintaining supplies, maintenance of lab equipment.

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

3. Obtains insurance authorizations for medications, procedures and film and/or slide review authorizations.

4. Schedules complex procedures and coordinates services for patients.

5. Coordinates meal and rest periods with other Hospital Assistants and ensures coverage of clinic under direction of supervisor/manager.

6. Maintains supply standards as directed by nursing staff or appropriate supervisor.

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

8. Adheres to the Ambulatory Services policy and procedures for the cleaning, disinfecting and sterilizing of equipment.

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

10. If needed will assist with contacting patients to reschedule or cancel clinics. 

11. If needed will assist with management of patient referral work queues

12. Front Office Support: Provides front office support and coverage as operationally needed, including during staff absences, breaks, meal periods, and periods of increased clinic volume. Collaborates with front and back office staff to maintain patient flow and continuity of clinic operations.

100%

(To update total %, enter the amount of time in whole numbers (without the % symbol

- e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 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.

OTHER FUNCTIONS AND RESPONSIBILITIES

• Performs any other duties related to patient care activities as required and as assigned

• Performs any other duties related to patient care activities/administrative duties as required and to cover for Marin-Neurosurgery practice and Nine Adult Medical and Surgical Multi-Specialties Clinics (booking appts, tests, surgeries and authorizations, checking in patients, etc.)

REQUIRED QUALIFICATIONS

• One year of experience as a Medical Assistant / Hospital Assistant in a medical practice.

• 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.

• Ability to work effectively with people from diverse cultures and diverse socioeconomic situations.

• Support Neurosurgery practice at UCSF Health 

• Ability to travel & work between all satellite locations and UCSF campuses

PREFERRED QUALIFICATION

Familiarity with Epic/Apex

Demonstrated fluency in Spanish or Chinese language: speaking, reading and writing Internal Medicine, Geriatric or Family Medicine experience

Experience collecting, and entering data, identifying errors and missing information, and performing basic analysis Experience working with the public, preferably in a medical/hospital/clinic environment

Candidate must be willing to travel & work between all satellite locations and UCSF campuses

REQUIRED LICENSES/CERTIFICATIONS

• Medical Assistant Certification

• Current American Heart Association CPR Certification

POPULATIONS SERVED

Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient’s age. Populations served: Adolescent, Adult, Geriatric.