Under supervision of the Unit Manager and the Administrative Nurse, guided by policies and procedures of Ambulatory Services, the Medical Assistant assists in the delivery of care to patients at the Department of General Medicine at all locations. Work includes a variety of personal care and nursing procedures including vital signs, health maintenance review and EKG. They will perform assigned patient care and laboratory procedures in support of the primary care services provided to patients within the practice.
They are required to adhere to the Telephone and House Standards as adopted by the Medical Center.
REPORTING RELATIONSHIPS
Supervises no staff.
DUTIES & ESSENTIAL JOB FUNCTIONS
Clinical
Performsroutineclinicalfunctions,includingbutnotlimitedtovitalsigns,painscreening,height, weight and documentation of chiefcomplaint.
Performs health maintenance screens according to practiceguidelines.
Assists with medication reconciliation by helping patients to update their medicationlists.
Documents use of interpreter as appropriate. Works with interpreting services to facilitate interpreter participation for medical appointments in person, by video or byphone.
Assists nurses and providers and patients in preparation for exam and/orprocedures.
Assists in complex medical procedures. Successfully completes all appropriate competencies to ensure appropriate training and skill to assist and set up for saidprocedures.
Acts as chaperone as needed for medicalproviders.
Covers APeX inbaskets and phone messages when other members of the team areabsent.
Transports patients asdirected.
Monitors patient flow in and out ofclinic.
ObtainsspecimensandperformssimplePointofCareTestingasdirected.PerformsQA/QCon CLIA waivedtests.
Participates in updating mandatory logs (i.e. temperature log, disaster cabinet, log.,etc.).
Performs EKGs and transmits reports as required by EKGdepartment.
Assists providers in writing and sending out patientcommunications.
Completes referrals to other providers as ordered by thephysician
Obtains authorizations from insurers formedications.
Performs clinical activities in an accurate and timelymanner.
ComplieswithallAmbulatoryServicesandMedicalCenterpoliciesandproceduresforinfection control, safety, administrative and clinical practice. Complies with activities mandated by TJC/Title22.
Completes annual competencytesting.
Ensures all medication cabinets remain locked at alltimes.
Works as part of the One Touch Team (OTT) answering and adjudicating incoming patient calls for clinical advice. Understands and adheres to standard work developed for OTT clinical callmanagement.
Communication
Demonstrates courtesy, common sense and follow-through in all telephone communications, maintaining the Medical Center TelephoneStandards.
EnsuresaprofessionalandhelpfulworkingenvironmentbyupholdingtheHouseStandards as adopted by the MedicalCenter.
Shares pertinent information and observations with other health teammembers.
Identifies and communicates problems to the nursing staff or appropriatesupervisor.
Communicates with patients and providers using electronic communications, APeX, My Chart and all other systems required for patient care according to practiceguidelines.
Offers suggestions for change or improvement in clinic/practiceoperations.
Proficient in utilization of systems including, but not limited to APeX, email, pagers,etc…
Complies with departmental scheduling guidelines; i.e. starts work at times scheduled, completes work in a timelymanner.
Assists patients with issues and complaints utilizing conflict managementskills.
Coordinates care and resolves patient careissues.
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.
Leads by example in the areas of professional appearance, demeanor and body language, making eye contact with patients andsmiling.
DemonstratescompetencywithCiscophonesystemsandautomaticcalldistributionprocessto manage patient phone communications through OTT. Applies specialized protocols for documentation of incoming patient concerns in EMR and routingprocedures.
Operations Maintenance
Maintainsclean,well-stockedexamrooms,labsandnursingstations.Responsibleforordering and maintaining supplies. Performs maintenance of labequipment.
Maintains supply standards as directed by nursing staff or appropriatesupervisor.
Adheres to infection control procedures as outlined in the Infection Controlmanual.
Adheres to the Ambulatory Services policy and procedures for the cleaning, disinfecting and sterilizing ofequipment.
Participates in various QI and Customer Serviceinitiatives.
APeX
May perform the following APeX specific functions:
Open order only forencounters.
Search for orders on preferencelist.
Modify Order – lab collection vs. cliniccollection
Modify order classification from normal, future,standing.
Modify order for prescription for dose andrefill.
Search for procedureorders.
Associate orders with diagnoses fromprovider.
Pend orders and route to provider tosign.
Pend orders from SmartSets.
Pend orders for clinic administeredmedications.
Close order onlyencounters.
Create new referrals for external or internal services entering authorization information as appropriate.
Update and close CRM messages and convert CRM messages into telephoneencounters.
Create telephoneencounters.
Create and send communications throughMyChart.
Create SmartPhrasetemplates.
Create telephoneencounters.
Update appointmentstatus.
QUALIFICATIONS AND REQUIREMENTS
CertificationfromanapprovedMedicalAssistantprogramorequivalentcombinationoftraining andexperience.
Six months’ experience as a MedicalAssistant.
Knowledge and abilities essential to the successful performance of the duties assigned to the position.
Demonstrated computer familiarity, keyboard skills, computer literate in programs such as Microsoft Word andExcel.
Willingness to learn new computer programs as needed to sustain practiceoperations.
Willing and able to work a flexible work schedule at short notice including, but not limited to, evening, weekends andholidays.
PREFERRED
REQUIRED LICENSES/CERTIFICATIONS
%
of time
Essential Function (Yes/No)
Key Responsibilities
(To be completed by Supervisor)
80%
Yes
Clinical & Communication
15%
Yes
Operations Maintenance
5%
Yes
Other duties
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 UCSFMedical 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 andcompetency.
Uses effective communication skills with patients and staff; demonstrates proper telephone techniquesandetiquette;actsasanescorttoanypatientorfamilymemberneedingdirections; 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 PRIDEstandards.
Exhibits tact and professionalism in difficult situations according to PRIDE Values andPractices
Demonstrates an understanding of and adheres to privacy, confidentiality, andsecurity 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 policiesand procedures.
Assumes accountability for improving quality metrics associatedwith 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 equipmentand furniture.
Picks up and disposes of any litter found throughout entirefacility.
Posts flyers and posters in designated areas only; does not post on walls, doors orwindows.
KnowswheretheEnvironmentofCareManualiskeptindepartment;correctsorreportsunsafe conditions to the appropriatedepartments.
Protects the physical environment and equipment from damage andtheft.
OTHER FUNCTIONS AND RESPONSIBILITIES
Performs any other duties related to patient care activities asrequired.
Ability to travel to any UCSF Medical Centerlocation.
REQUIRED QUALIFICATIONS
This position requires flexibility to orient and work at all UCSF Medical Centerlocations.
PREFERRED QUALIFICATION
Familiarity with Epic.
REQUIRED LICENSES/CERTIFICATIONS
Current American Heart Association CPRCertification.
POPULATIONS SERVED
Adult Geriatric
