Medical Assistant 2

JOB SUMMARY

Under the supervision of the UCSF Primary Care Administrative Nurse Manager, guided by policies and procedures of the Ambulatory Services, the Hospital Assistant assists in the delivery of care to patients at UCSF Primary Care. The Hospital Assistant will be primarily responsible for the members of their primary care team as well as providing back up support to other teammates. The Hospital Assistant will play a critical role in the patient experience including optimizing clinic flow, providing in and outreach to patients and working collaboratively with the team to create a patient centered environment. This position floats between the front and the back office performing both clerical and clinical duties. Work includes a variety of personal care and nursing care procedures including assuring positive care outcomes. S/he will perform assigned patient care and laboratory procedures in support of services provided to patients within the practices. S/he is required to learn and be able to assist in all functions of the practices to include back and front office. The Hospital Assistant consistently projects a professional and courteous demeanor, helps establish and maintain the highest service standards for the practice and complies with the Medical Center House and Telephone Standards. The MA must have flexibility to cover multiple UCSF medical center primary care and multispecialty clinic sites.

DUTIES & ESSENTIAL JOB FUNCTIONS

%

of time

Essential Function (Yes/No )

Key Responsibilities

(To be completed by Supervisor)

40

YES

• Performs routine clinical functions, including but not limited to vital signs, height, weight, pain screening , allergies, medication reconciliation, and documentation of chief complaints, patient screening questions, social history screening, medical/surgical and family history, annual health screening, signs established protocols and pends all care gaps.
• Updates HCM banner. Carries out orders, hands AVS, schedules follow up and discharges patients.
• Documents use of interpreter as appropriate. Work with interpreting services to facilitate interpreter participation for medical appointments in person, by video or by phone.
• Upon successful completion of UCSF specific medication administration test, training, modules and observations, HA II can administer injectable vaccines after verification of medication and dose with provider immediately prior to vaccine administration
• Participates in daily huddles and monthly leadership rounds.
• Assists Nurses, Providers and patients in preparation for exam and/or procedures
• Able to perform instrument processing procedures in outpatient clinic and maintain all appropriate logs.
• Assist in complex medical procedures. Successfully complete all appropriate competencies to ensure appropriate training and skill to assist and set up for said procedures.
• Act as chaperone as needed for medical providers.
• Transports patients as directed and ensures their safety.
• Monitors patient flow in and out of the clinic.
• Utilizes ambulatory non-provider protocols to order and sign FIT kits, GC/CT, Mammogram, Monofilament foot exam, multistix, urine pregnancy.
• Obtains specimens and performs simple Point of Care Testing as directed. Testing as directed. Including QA/QC and EKGs.
• Obtains specimens and performs simple laboratory procedures conforming to all policies and procedures related to specimen handling and processing.
• Performs phlebotomy (if CPT 1 certified) procedure on all ages to include pediatric, adult and geriatric patients.
• Participates in updating mandatory logs (i.e.: temperature log, disaster cabinet log, crash cart log)
• Completes referrals to other providers as ordered by the physician.
• Obtains authorizations from insurers for medications
• Performs clinical activities in an accurate and timely manner
• Assist physician staff in writing and sending out patient communications
• 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
• Completion of annual competency testing

Ensures all medication cabinets remain locked at all times.

40

YES

• Organizes activities based on the needs of patients while maintaining the effective flow of patients through the practice. Adjusts clinical support activities to reflect changes in priorities during practice sessions.
• Maintains open communication and facilities continuity of care for patients and/or family with members of the health care team through phone contact, verbal interaction and /or written reports including UCSF MyChart Patient Portal and APeX InBasket messaging. Utilizes electronic chart information. (i.e., labs, appointments) to contribute to patient care
• Obtains, records, and conveys information clearly and concisely.
• Demonstrates courtesy, common sense, and follow-through in all telephone communications, maintaining the Telephone Standards as established by UCSF Medical Center
• Fosters/maintains positive public relations (patients, family, visitors and staff). Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients perceive interactions as positive and supportive
• Participates in in-reach/outreach health care maintenance projects as directed.
• Notifies providers of patient delays and service issues. Acts and advocates for patients to help facilitate provider punctuality in seeing patients according to schedule
• Communicates provider delays with front office team and makes regular announcements to waiting room as needed when delays are over 30 minutes.
• Shares pertinent information and observations with other health team members.
• Identifies and communicates problems to the nursing staff or appropriate supervisor
• Offers suggestions for change or improvement in clinic/practice operations
• Assists patients with issues and complaints utilizing conflict management skills.
• S/he is a strong team player, has a dedicated work ethic, and is willing to learn and adapt to new tasks when asked. S/he is comfortable building rapport with patients
• Able to work quickly and effectively with and without supervision and remain calm and friendly in all interactions with patients

• S/he leads by example in the areas of professional appearance, demeanor and body language, making eye contact with patients and smiling.

20

YES

• Maintains clean, well-stocked exam rooms, labs and nursing stations. Responsible for ordering, and maintaining supplies. Maintenance of lab equipment
• As requested reviews Lab Logs of results and prints results for providers
• Obtains insurance authorizations for medications
• Schedules complex procedures and coordinates services for patients
• Maintains supply standards as directed by nursing staff or appropriate supervisor
• Adheres to infection control procedures as outlined in the Infection Control Manual
• Adheres to the Ambulatory Services policy and procedures for the cleaning and disinfecting equipment

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

• Schedules established patient appointments using Apex
• Has keen awareness of the need to provide prompt and convenient appointment access to patients
• Adheres to the provider productivity standards established for the practice and schedules appointments with the appropriate appointment type
• Upholds UCSF policy regarding the maintenance and confidentiality of the medical records
• Screens all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box.
• Utilizes Apex to retrieve pertinent patient data
• Follows practice procedure for follow-up of missed appointments
• Covers Apex in-baskets and phone messages when other members of the team are absent

• Embraces and role models PRIDE values (Professionalism, Respect, Integrity, Diversity and Excellence) and AIDET (Acknowledge, Introduce, Duration, Explanation and Thanks) concepts as part of approach to all assigned tasks, responsibilities and interactions with peers, internal and external customers and patients in person, by phone and in while engaging in electronic communications.

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 teamwork 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 other duties as assigned.

• Assist in other departments when necessary.

• Practicing and maintaining State and other regulatory body (e.g. JCAHO) policies

• Demonstrates accountability and responsibility for department expectations and standards.

REQUIRED QUALIFICATIONS

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

• One year experience as a Medical 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.

• 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.

PREFERRED QUALIFICATION

• Familiarity with Epic (APeX) electronic health record system

• Familiarity with immunizations including cycles and standard recommendations

• Experience working with the public, preferably in a medical/hospital/clinic environment

• Demonstrated fluency in Spanish or Chinese language: speaking, reading and writing

• Internal Medicine, Geriatric, or Family Medicine experience

• Familiarity and/or prior experience using a disease registry to track a population of patients

• Experience collecting, and entering data, identifying errors and missing information, and performing basic analysis

• Certification in phlebotomy (CPT)

REQUIRED LICENSES/CERTIFICATIONS

• American Heart Association BLS - CPR Certified

POPULATIONS SERVED

Employees who routinely provide direct patient care require a statement concerning Populations Served Competencies. Typically, a statement such as "Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient's age." is sufficient. Select from the following patient age categories.

Infant

Child

Adolescent

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:

REQUIRED QUALIFICATIONS

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

• One year experience as a Medical 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.

• 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.

PREFERRED QUALIFICATION

• Familiarity with Epic (APeX) electronic health record system

• Familiarity with immunizations including cycles and standard recommendations

• Experience working with the public, preferably in a medical/hospital/clinic environment

• Demonstrated fluency in Spanish or Chinese language: speaking, reading and writing

• Internal Medicine, Geriatric, or Family Medicine experience

• Familiarity and/or prior experience using a disease registry to track a population of patients

• Experience collecting, and entering data, identifying errors and missing information, and performing basic analysis

• Certification in phlebotomy (CPT)

REQUIRED LICENSES/CERTIFICATIONS

• American Heart Association BLS - CPR Certified

POPULATIONS SERVED

Employees who routinely provide direct patient care require a statement concerning Populations Served Competencies. Typically, a statement such as "Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient's age." is sufficient. Select from the following patient age categories.

Infant

Child

Adolescent

Adult

Geriatric