Medical Assistant - Neurosurgery

Employment Duration: 6 months

Department: Neurosurgery

The Department of Neurological Surgery at UCSF is home to leading physicians and scientists dedicated to treating patients with neurosurgical disorders and to the search for better therapies and cures. Our mission is to provide the best clinical care to our patients, investigate the most promising advances in neuroscience research, and train tomorrow's leaders in neurosurgery.

We are recognized by U.S. News & World Report as the #2 hospital for neurosurgery and neurology services in the country. We have neurosurgery services at all major hospitals in the San Francisco Bay Area, providing a full range of exceptional neurosurgical subspecialty care.

Under supervision and guided by the policies and procedures of Ambulatory Services, the Medical Assistant 3 assists in the delivery of care to patients in our Monterey Neurosurgery clinic.

The Medical Assistant 3 is required to learn and be able to assist in Adult Monterey Neurosurgery and will actively participate on a multidisciplinary quality improvement team to improve the health of targeted patients with chronic illness across UCSF Medical Center practices. Work includes a variety of personal care and clinical procedures, including assuring positive care outcomes.

The Medical Assistant 3 will perform assigned patient care and laboratory procedures in support of the specialty care services provided to patients within the practices and is required to adhere to the Telephone and House Standards adopted by the Medical Center. The role assists the care team by coordinating care for patients on and off the daily schedule, acts as a primary conduit for the transmission of information between providers and patients, and coordinates services for patients who are part of the assigned panel, especially those with serious, complex, or chronic health problems. The Medical Assistant 3 will provide advocacy, information, and referral services to patients and families to address their medical and psychosocial needs.

This position supervises no staff. Work days and hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.

Key Responsibilities

• Perform routine clinical functions and document in the patient chart, including vital signs, height, weight, pain screening, and chief complaints.
• Document use of an interpreter as appropriate and work with interpreting services to facilitate interpreter participation for medical appointments in person, by phone, or by video, if available.
• Assist providers, APPs, nurses, and patients in preparation for exams and/or procedures.
• Successfully complete appropriate competencies to perform or assist with procedures as required for the department specialty and determined by the Administrative Nurse or Administrative Director, which may include:
  • Performing sterile processing procedures in the outpatient clinic, such as Cidex OPA, and maintaining appropriate logs.
  • Cleaning and preparing instruments for transport to the sterile processing department.
  • Assisting in complex medical procedures such as incision and drainage.
• Act as a chaperone as needed for medical providers.
• Work as an internal float for the department as requested by the supervisor.
• Transport patients as directed and ensure their safety.
• Monitor patient flow in and out of the clinic.
• Obtain specimens and perform simple Point of Care Testing as directed, including QA/QC, mini C-arm, and EKGs.
• Obtain specimens and perform simple laboratory procedures in accordance with policies and procedures related to specimen handling and processing.
• Participate in updating mandatory logs, including temperature, disaster cabinet, and crash cart logs.
• Facilitate referrals to other providers as ordered by the physician.
• Obtain authorizations from insurers for medications, referrals, ancillary imaging, procedures, and film and/or slide reviews.
• Perform clinical activities accurately and in a timely manner.
• Assist physician staff in writing and sending patient communications.
• Comply with Ambulatory Services and Medical Center policies and procedures for infection control, safety, and administrative and clinical practice, including activities mandated by TJC/Title 22.
• Ensure medication cabinets remain locked at all times.
• Order medications and medical supplies.
• Train new HA/MA 3 staff and temporary staff on front- and back-office duties.
• Demonstrate courtesy, common sense, and follow-through in telephone communications, including taking and delivering clinical and non-clinical information, delivering messages, and providing instructions that the care team or provider has asked to be relayed to the patient.
• Maintain Medical Center Telephone Standards and uphold the House Standards adopted by the Medical Center.
• Notify providers of patient delays and service issues and help facilitate provider punctuality to maintain optimal clinic schedules.
• Communicate provider delays to the front office team and make regular announcements to patients in the waiting room or exam room as needed when delays exceed 30 minutes.
• Share pertinent information and observations with other health team members.
• Identify and communicate problems to nursing staff, the care team, or the appropriate supervisor.
• Offer suggestions for change or improvement in clinic and practice operations.
• Assist patients with issues and complaints using conflict management skills.
• Utilize the Electronic Health Record (APEX) for documentation within the scope of practice of a Hospital Assistant, which may include:
  • Documenting vital signs, height, weight, and pain scale.
  • Entering patient chief complaint and history.
  • Entering patient-reported medications, allergies, and Care Everywhere information and reconciling medication records from outside institutions.
  • Ordering and signing POCT with signed protocol.
  • Documenting point-of-care test results.
  • Entering and pending scripted orders from providers.
  • Opening Medication Refill Encounters for providers.
  • Scheduling laboratory, radiology, and other testing with a written order from a provider.
  • Opening telephone encounters and creating encounters from CRM messages.
  • Opening staff messages.
  • Using Care Everywhere and Activate.
• Maintain clean, well-stocked exam rooms, clinician hub rooms, and lab areas, including ordering and maintaining supplies and maintaining lab equipment.
• As requested, review the lab log of results and print results for providers.
• Schedule complex procedures and coordinate services for patients.
• Coordinate meal and rest periods with other Hospital Assistants and ensure clinic coverage under the direction of the supervisor or manager.
• Maintain supply standards as directed by nursing staff or the appropriate supervisor.
• Adhere to infection control procedures outlined in the Infection Control Manual.
• Adhere to Ambulatory Services policies and procedures for cleaning, disinfecting, and sterilizing equipment.
• Participate in quality improvement and customer service initiatives such as wait-time studies and outcome data collection from procedures.
• Cover front desk duties as directed by the appropriate supervisor.
• Demonstrate service excellence by following the Everyday PRIDE Guide and UCSF Medical Center standards and expectations for communication and behavior.
• Use effective communication skills with patients and staff, demonstrate proper telephone techniques and etiquette, assist patients and family members needing directions, demonstrate cultural sensitivity, and support positive interactions with patients, families, and colleagues.
• Exhibit tact and professionalism in difficult situations according to PRIDE Values and Practices.
• Adhere to privacy, confidentiality, and security policies and procedures related to Protected Health Information and other sensitive and personal information.
• Adhere to safety and infection control policies and procedures.
• Assume accountability for improving quality metrics associated with the department or unit and meeting organizational and departmental targets.
• Keep work areas neat, orderly, and clutter-free, including hallways, and follow established cleaning processes.
• Remove and report broken equipment and furniture.
• Pick up and dispose of litter throughout the facility.
• Post flyers and posters only in designated areas.
• Correct or report unsafe conditions to the appropriate departments.
• Protect the physical environment and equipment from damage and theft.
• Perform other duties related to patient care activities as required and assigned.
• Perform other patient care and administrative duties as required and provide coverage for Marin Neurosurgery practice and nine Adult Medical and Surgical Multi-Specialties Clinics, including booking appointments, tests, surgeries and authorizations, and checking in patients.

N/A

Required Qualifications:

• One year of experience as a Medical Assistant/Hospital Assistant in a medical practice.
• Knowledge and abilities essential to the successful performance of the duties assigned to the position.
• Medical Assistant Certification.
• Current American Heart Association CPR Certification.
• Demonstrated computer familiarity and keyboard skills, including computer literacy 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.
• Ability to support Marin Neurosurgery Practice and nine Adult Medical and Surgical Multi-Specialties Clinics.
• Ability to travel and work between all satellite locations and UCSF campuses.
• Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient's age. Populations served include adolescent, adult, and geriatric patients.

Preferred Qualifications:

• Familiarity with Epic/APEX.
• Demonstrated fluency in Spanish or Chinese, including speaking, reading, and writing.
• Internal Medicine, Geriatric, or Family Medicine experience.
• Experience collecting and entering data, identifying errors and missing information, and performing basic analysis.
• Experience working with the public, preferably in a medical, hospital, or clinic environment.

Required Qualifications:

• One year of experience as a Medical Assistant/Hospital Assistant in a medical practice.
• Knowledge and abilities essential to the successful performance of the duties assigned to the position.
• Medical Assistant Certification.
• Current American Heart Association CPR Certification.
• Demonstrated computer familiarity and keyboard skills, including computer literacy 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.
• Ability to support Marin Neurosurgery Practice and nine Adult Medical and Surgical Multi-Specialties Clinics.
• Ability to travel and work between all satellite locations and UCSF campuses.
• Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient's age. Populations served include adolescent, adult, and geriatric patients.

Preferred Qualifications:

• Familiarity with Epic/APEX.
• Demonstrated fluency in Spanish or Chinese, including speaking, reading, and writing.
• Internal Medicine, Geriatric, or Family Medicine experience.
• Experience collecting and entering data, identifying errors and missing information, and performing basic analysis.
• Experience working with the public, preferably in a medical, hospital, or clinic environment.