Medical Assistant III (CMA) - Care Delivery

Medical Assistant

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.

Patient Experience

• Greets patients in courteous, friendly, respectful and professional manner always.

• Follows communication protocols. Responds to customer questions/concerns/complaints and attempts resolution. Pursues service recovery when customers' expectations have not been met.

Clinical Duties

• Gathers and documents brief history and chief complaint in the medical record. Accurately complete and document patient questionnaires, health screenings, and chief complaint in the EMR, ensuring high-quality and compliant documentation that supports optimal care.

• Follows established practice workflows to facilitate efficiency and timely service to patients.

• Prepares patient for clinical visit by the health care provider. Performs and documents vital signs (blood pressure, pulse, temperature) and risk screening on all patients per hospital and/or practice policy. Reports out of range values in vital signs and risk screening to the provider. Assists provider with procedures

• Assists patients to resolve technology issues for telehealth appointments.

• Provides pre-printed patient education/material as directed by the provider.

• Orders clinical supplies as needed from the supply management system and/or identified vendors. Stocks/restocks supplies.

• Provides care appropriate to the patient populations(s) served. Assess data reflective of the patient's requirements relative to population-specific and age specific needs. Provides the care needed as described in the unit/area/department policies and procedures. Is aware of social drivers of health as they impact overall health of the patient and the community.

• Participates in patient outreach including pre-visit calls, follow-up screenings, and other care coordination activities such as contacting pharmacies, interprofessional team members, and other providers' offices as appropriate to meet patient care needs.

• Participates in practice specific population health focused tactics to improve quality outcomes for clinic-specific population. Participates in new population health initiatives relevant to the MA role.

• Completes medication or equipment prior authorizations independently.

Administrative Duties

• May obtain prior authorizations for incoming referrals, performs benefit checks, and provides basic financial counseling.

• Enhances the patient and family experience by informing of possible delays, as well as being aware of potential barriers to a positive patient experience and remediating or escalating using the chain of command.

• Timely review of business communication, such as In Basket, email, and telecommunications. Addresses directly per established practice workflows and hospital policy

• Seeks opportunities to expand knowledge of templates and schedules, e.g. assisting manager with template building, monitoring adherence to practice scheduling guidelines.

• Takes an active role in ensuring compliance with regulatory requirements, e.g. completes clean sweeps and participates in regulatory tracers. Maintains a safe environment of care and reports safety concerns.

• May become familiar with specific EMR business workflows including registration, specialty specific, claim edit, and referrals to facilitate compliance with requirements quality business operations.

Additional Duties

• Participates in personnel skill development and competency development and training as requested by the manager.

• Assists manager with the development and evaluation of clinical processes and orientation program relevant to the medical assistant role.

• Serves as a staff resource for issues related to clinical, front desk and/or call center operations.

• Participates in process improvement efforts. Assists with data collection, audits, development of action plans and supports implementation of process changes.

• Participates in team huddles/staff meetings; plays active role in shared governance structure.

• Actively contributes to practice operations such as supply management, equipment maintenance, and staff scheduling.

• Perform all other duties as assigned.

Work Experience

Education and Experience

• High school diploma or equivalent.

• Completion of an accredited Medical Assistant program.

• Special circumstances to consider an exception may include: (1 year of supervised work experience in a medical assisting field within the last 3 years). These should be vetted by Human Resources Director and Department Director.

• Current National certification through AAMA, NHA, AAH or AMT.

• Certification Includes:

• Certified Medical Assistant

• Certified Clinical Medical Assistant

• Registered Medical Assistant

• Three (3) years of medical assisting and medical practice experience.

• Current BLS certification.

• Ability to communicate effectively with patients, team members within the practice, and other members of the organization.

• Demonstrates ability to work on a team and effectively communicate with colleagues and patients.

• Demonstrated effective communication skills that promote teamwork among colleagues and support positive interactions with patients