Medical Assistant 3

Under the supervision of the MA Supervisor/Administrative Nurse Manager, the Hospital Asst III: performs patient care duties directed toward positive patient outcomes. Job duties include but are not limited to: checking in patients, collection of vital signs, collecting patient information as directed by a healthcare provider, coordinating clinic flow to ensure maximum efficiency for the health care providers and patients, assisting providers with procedures as needed, transporting patients, coordinating video visits, coordinating the exchange of patient information with outside practices and maintaining a clean, safe patient care environment. The Hospital Asst III demonstrates excellent internal and external customer service skills, supports fellow nursing staff and clinic providers as needed, ensures proper and accurate documentation of patient/provider communications, participates in quality assurance, quality control and quality improvement projects, maintains clinical logs (ie: POCT logs), participates in medical record audits, participates in quality improvement projects and schedules patient appointments as needed. This Hospital Assistant III functions in the outpatient clinical settings at all UCSF Health sites (Parnassus, Mt. Zion, joint UCSF health partnerships, Satellite Clinics, or with UCSF Faculty at other off-site clinic sites, et al). DUTIES & ESSENTIAL JOB FUNCTIONS % of time Essential Function (Yes/No ) Key Responsibilities (To be completed by Supervisor) 70 Manage patient flow through clinic, including vital signs, verbal history & medication reconciliation, documentation, rooming and cleaning of exam rooms, and efficient communication with colleagues Coordinate exchange of patient records via telephone, fax, and through the electronic medical records system 10 Communicate clinical and/or logistical information to patients or retrieve information on behalf of the clinical team 10 Assist patients with completion of forms or MD letters 5 Maintain stocked items in clinic and support areas 5 Escalation of customer service issues to management as needed 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 metricsassociated with department/unitand 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.