Medical Assistant 3

Job description

JOB SUMMARY
Under supervision of the LVN Supervisor and guided by policies and procedures of Ambulatory Services, and in collaboration with clinical staff, the Medical Assistant assists in the delivery of care to patients in the UCSF Berkeley Outpatient Center.
General responsibilities include managing patient flow in the practice from check-in, through the rooming process and check-out, obtaining vital signs, reviewing health maintenance status, maintaining, and stocking exam rooms, and assisting in emergencies. The Medical Assistant III also supports general administrative functions at reception including scheduling, referral management and other duties as required. Demonstrates excellent customer service skills with patients and staff. The Medical Assistant must be able to competently work in an advanced Electronic Health Record environment. The Medical Assistant is required to comply with the Medical Center House and Telephone Standards.
DUTIES & ESSENTIAL JOB FUNCTIONS
% of time
Essential
Function
(Yes/No )
Key Responsibilities (To be completed by Supervisor)
25%
YES
Rooms patients routinely. Monitors patient flow in and out of the clinic with ability to switch roles from administrative duties to rooming patients, to accommodate proper patient flow.
25%
YES
Performs routine clinical functions, including but not limited to vital signs, height, weight, EKGs and assessment of chief complaints. Supports and completes medication reconciliation process. Assists patients in preparation for exam and/or procedures. Performs clinical activities in an accurate timely manner.
10%
YES
Obtains specimens and performs simple laboratory procedures as directed. Handles and cleans scopes per hospital policy.
10%
YES
Assemble information concerning patient’s clinical background and referral needs; provides appropriate clinical information to specialist. Reports any
problems with individual patients to the clinical provider. Assists providers with lab forms and other requisitions as appropriate.
10%
YES
Schedules patients using current scheduling system (CADENCE) ensuring complete and accurate registration, including patient demographic and current insurance information. Effectively works in an advanced Electronic Health Record environment. Handles any urgent phone calls triaged to clinic site and reviews messages, documenting medication requests and prepares appropriate documentation for clinical providers. Follows up appropriately with providers for patient requests and communicates with staff/providers/patient outcomes of email/APEX related tasks.
10%
YES
Complies with all Ambulatory Services and Medical Center policies and procedures for infection control, safety, administrative and clinical practice. Adheres to Ambulatory Services policy and procedures for the cleaning, disinfecting and sterilization of equipment. Complies with activities mandated by JCAHO / Title 22. Completes annual competency testing.
10%
YES
Maintains clean, well-stocked examination rooms. Orders clinical supplies and makes sure adequate stock is available, utilizing stock levels determined in association with other clinical staff. Responsible inventory of supplies per par grid on monthly/rotating basis as assigned.
100%
YES
(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
Please list:
Clinical Support
• Perform routine clinical functions including vital signs, height, weight, pain screening, and documentation of chief complaints.
• Assist nurses and providers with exams and procedures.
• Support complex in-clinic medical procedures and diagnostic testing (e.g., nasal endoscopy, laryngoscopy, laser procedures, ultrasound).
• Prepare and clean instruments for sterile processing; maintain appropriate logs.
• Obtain and process specimens according to policies and procedures.
• Provide patient and family education and document in the electronic health record (EPIC/APeX).
• Maintain compliance with infection control, safety, and UCSF policies.

Communication
• Demonstrate professionalism in all telephone and in-person interactions, following UCSF service standards.
• Notify providers and patients of delays; act as a patient advocate to support efficient clinic flow.
• Assist patients with concerns and escalate issues appropriately.
• Document patient information, medications, allergies, and test results in APeX.
• Facilitate interpreter services and referrals to providers as needed.

Operations & Maintenance
• Maintain clean, well-stocked exam rooms, hub rooms, and labs.
• Order and track supplies and lab equipment.
• Obtain insurance authorizations for medications
• Schedule complex procedures and coordinate services for patients.
• Participate in quality improvement and customer service initiatives.
• Chart prep with patients by telephone or in person before appointment with accuracy and meeting department performance standards
• Conducts patient pre-clinic confirmation call process 48 hours pre-clinic to ensure patient provides all clinical information, scans studies required for the patient appointment as required.

Authorization Securement and Clinic Visit Preparation:
• Pre-appointment chart prep with patients by telephone or in person before first appointment with accuracy and meeting performance standards.
• Responsible for escalating known insurance issues
• Assists with medication prior authorization
• Conducts patient pre-clinic confirmation call process 48 hours pre-clinic to ensure patient provides all clinical information, scans studies required for the patient appointment as required.

*Performs any other duties related to patient care and clerical activities as required. *
REQUIRED QUALIFICATIONS
• Certification from an approved Medical Assistant program; or equivalent combination of training and experience.
• At least 3 yrs Medical Assistance experience in an ambulatory clinical setting
• At least 1 yr prior experience in an ambulatory surgical specialty
• Strong computer skills, including basic keyboarding skills
• Knowledge and ability necessary for performing clinical duties
• Ability to prioritize and work efficiently with multiple forms of patient & provider communication.
• Strong customer service and interpersonal skill
• Phlebotomy (CPT) Certification within 1 year of hire
• Ortho Tech Certification within 1 year of hire
• Excellent organizational and problem-solving skills
• Experience documenting in an Electronic Medical Record

PREFERRED QUALIFICATION
• Bilingual or multilingual skills
• Completion of an approved Medical Assistant program, or equivalent combination of training and experience.
• Prior experience in Otolaryngology–Head and Neck Surgery (OHNS) specialty settings.
• Prior experience in Orthopedic Surgery ambulatory setting
• Hands-on experience with medical instrumentation, including endoscopy scopes and related equipment.
• Experience using EPIC/APeX.
• Phlebotomy (CPT) Certification
• Experience with insurance authorizations and pharmacy interactions.

REQUIRED LICENSES/CERTIFICATIONS
Please list
• Phlebotomy (CPT) Certification within 1 year of hire
• Ortho Tech Certification within 1 year of hire
• Certification from an approved Medical Assistant Program

POPULATIONS SERVED
Adolescent
Adult
Geriatric