Medical Assistant 3

JOB SUMMARY

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

1. Performs routine clinical functions, including but not limited to vital signs, pain screening, height, weight and documentation of chief complaint.

2. Performs health maintenance screens according to practice guidelines.

3. Assists with medication reconciliation by helping patients to update their medication lists.

4. Documents use of interpreter as appropriate. Works with interpreting services to facilitate interpreter participation for medical appointments in person, by video or by phone.

5. Assists nurses and providers and patients in preparation for exam and/or procedures.

6. Assists in complex medical procedures. Successfully completes all appropriate competencies to ensure appropriate training and skill to assist and set up for said procedures.

7. Acts as chaperone as needed for medical providers.

8. Covers APeX inbaskets and phone messages when other members of the team are absent.

9. Transports patients as directed.

10. Monitors patient flow in and out of clinic.

11. Obtains specimens and performs simple Point of Care Testing as directed. Performs QA/QC on CLIA waived tests.

12. Participates in updating mandatory logs (i.e. temperature log, disaster cabinet, log., etc.).

1. Performs EKGs and transmits reports as required by EKG department.

2. Assists providers in writing and sending out patient communications.

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

4. Obtains authorizations from insurers for medications.

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

6. 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.

7. Completes annual competency testing.

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

9. 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 call management.

.

Communication

1. Demonstrates courtesy, common sense and follow-through in all telephone communications, 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. Shares pertinent information and observations with other health team members.

4. Identifies and communicates problems to the nursing staff or appropriate supervisor.

5. Communicates with patients and providers using electronic communications, APeX, My Chart and all other systems required for patient care according to practice guidelines.

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

7. Proficient in utilization of systems including, but not limited to APeX, email, pagers, etc...

8. Complies with departmental scheduling guidelines; i.e. starts work at times scheduled, completes work in a timely manner.

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

10. Coordinates care and resolves patient care issues.

11. 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.

12. Leads by example in the areas of professional appearance, demeanor and body language, making eye contact with patients and smiling.

13. Demonstrates competency with Cisco phone systems and automatic call distribution process to manage patient phone communications through OTT. Applies specialized protocols for documentation of incoming patient concerns in EMR and routing procedures.

Operations Maintenance

1. Maintains clean, well-stocked exam rooms, labs and nursing stations. Responsible for ordering and maintaining supplies. Performs maintenance of lab equipment.

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

3. Adheres to infection control procedures as outlined in the Infection Control manual.

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

5. Participates in various QI and Customer Service initiatives.

APeX

May perform the following APeX specific functions:

1. Open order only for encounters.

2. Search for orders on preference list.

3. Modify Order - lab collection vs. clinic collection

4. Modify order classification from normal, future, standing.

5. Modify order for prescription for dose and refill.

6. Search for procedure orders.

7. Associate orders with diagnoses from provider.

8. Pend orders and route to provider to sign.

9. Pend orders from Smart Sets.

10. Pend orders for clinic administered medications.

11. Close order only encounters.

12. Create new referrals for external or internal services entering authorization information as appropriate.

13. Update and close CRM messages and convert CRM messages into telephone encounters.

14. Create telephone encounters.

15. Create and send communications through MyChart.

16. Create SmartPhrase templates.

17. Create telephone encounters.

18. Update appointment status.

QUALIFICATIONS AND REQUIREMENTS

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

• Six months' experience as a Medical Assistant.

• 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 and Excel.

• Willingness to learn new computer programs as needed to sustain practice operations.

• Willing and able to work a flexible work schedule at short notice including, but not limited to, evening, weekends and holidays.

PREFERRED

• Conversational in Cantonese, able to communicate medical concepts to patients in Cantonese.

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 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.

• Ability to travel to any UCSF Medical Center location.

REQUIRED QUALIFICATIONS

• This position requires flexibility to orient and work at all UCSF Medical Center locations.

PREFERRED QUALIFICATION

• Familiarity with Epic.

REQUIRED LICENSES/CERTIFICATIONS

• Current American Heart Association CPR Certification.

POPULATIONS SERVED

Adult Geriatric

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit:

QUALIFICATIONS AND REQUIREMENTS

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

• Six months' experience as a Medical Assistant.

• 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 and Excel.

• Willingness to learn new computer programs as needed to sustain practice operations.

• Willing and able to work a flexible work schedule at short notice including, but not limited to, evening, weekends and holidays.

PREFERRED

• Conversational in Cantonese, able to communicate medical concepts to patients in Cantonese.

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 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.

• Ability to travel to any UCSF Medical Center location.

REQUIRED QUALIFICATIONS

• This position requires flexibility to orient and work at all UCSF Medical Center locations.

PREFERRED QUALIFICATION

• Familiarity with Epic.

REQUIRED LICENSES/CERTIFICATIONS

• Current American Heart Association CPR Certification.

POPULATIONS SERVED

Adult Geriatric