Job Profile Summary

This role focuses on providing professional and nonprofessional nursing care services in accordance with physician orders. In addition, this role focuses on performing the following Nursing Support duties: Provides basic care services to patients, but does not have an RN or LPN license. Positions in this nursing support work under the direction of physicians, mid-level practitioners, and may work under the direction of registered nurses depending on their unit. A clinical technologist role that has specialized knowledge or skills gained through a combination of vocational education, training, and experience. This role will be most commonly applied to patient care and/or scientific/laboratory jobs. A specialist level role requiring advanced knowledge of operational procedures and tools through extensive work experience and requiring vocational or technical education. Works under limited supervision for non-routine situations and may be responsible for leading daily operations, and trains, delegates and reviews the work of entry level employees and problems are typically difficult and non-routine but not complex.

Job Overview

Under general supervision of licensed personnel, this position has the responsibility to ensure the effective day-to-day administration within their scope of responsibility. This role supports activities related to planning, organizing, assigning, scheduling, and directing staffing. This position plans work schedules for the front desk, phone center, and physician support assignments. In addition to assisting with administration of medical or physician office(s), this position has responsibilities to provide mentorship and coaching to frontline line staff.

Job Description

Minimum Qualifications:

1. Completed MA education from an accredited program that was accredited at any time during the student's enrollment OR Graduated within the 36 months prior to the program becoming accredited.

2. Medical Assistant National Certification Attestation issued by a governing body (AAMA, AMT, NCCT, or NHA) that validates the medical assistant's knowledge to perform
clinical and administrative health care duties.

3. Two (2) years of medical office or physician office experience

4. Cardiopulmonary resuscitation (CPR) certification.

Preferred Qualifications:

1. High school Diploma or equivalent

2. Five (5) years of medical office experience.

4. Bi-Lingual.

5. Experience with electronic patient record systems.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Controls and monitors patient flow to maximize efficient use of providers and exam rooms. Receives patients, ensuring that their registration paperwork is complete.

2. Prepares patients for the physician's exam according to the requirements of the individual physician. Assists patients as necessary, providing for their privacy. Takes vital signs and documents in the EMR appropriately.

3. Acts as the patient's advocate in explaining hospital systems to patients and guiding them through the course of their care. Aids in booking follow-up studies if necessary. Exercises a high degree of customer service in all interactions with patients, internal and external customers. Provides a safe, comfortable, and clean environment for patients and families.

4. Measures patient vital signs, performs Point of Care Testing (POCs), and specimen collection/labeling/requisition for laboratory. Assists physicians during patient exams.

5. Ensures all patient interactions, including phone conversation, are accurately recorded in patient charts to support accurate patient billing (CPT codes, diagnosis codes, procedures supplies). Ensures all EMR notes are reviewed and co-signed by physicians.

6. Calls in prescriptions to pharmacies with a written order of the prescription by the Physician or Nurse Practitioner. Documentation of all pharmacy interaction is placed in the EMR.

7. Ensures proper techniques and procedures for hazardous waste disposal, universal precautions and for body mechanics are followed.

8. Ensures clinic rooms are maintained according to infection control and cleaning policies.

9. Ensures stock and supplies are maintained and rotated in clinic rooms according to clinic demands. Monitors supply inventory, expiration dates, and supply orders. Maintains equipment.

10. Leads and participates in Quality Improvement and Quality Assurance projects.

11. Assists with coordination of work for follow up on missed appointments, reminder calls, lost to care calls and high risk referrals.

12. Assists with clinic scheduling problem solving, patient wait times, and other areas of concern to increase efficient and quality services.

13. Takes an active role in the implementation of new information technology and systems. Becomes expert user and able to others.

14. Acts as a liaison between the medical assistants, front desk staff, the office manager and the practice director. Serves as back-up and a "sounding board" to Office Manager. Provides, both positive and negative, especially when progressive discipline is required.

15. Assists in general record keeping, including attendance records, patient comments and complaints, for facility.

16. Holds meetings along with the Office Manger to assess the "pulse" of employee engagement and takes appropriate measures to bolster employee morale. Works to develop cohesive team atmosphere.

17. Participates recruitment and hiring of new staff. This also includes coordination with the Human Resources (HR) department.

18. Oversees and trains new and existing medical assistant and other support staff as needed. Contributes to ensuring that training content for new MA staff is current and relevant. Monitors progress of new hires to make sure they are operating under the appropriate protocols and guidelines to ensure patient safety.

19. Assists in the scheduling and oversight of work and performance of clinic/office staff including reception, medical assistants and other support staff. Assigns coverage for providers and backup coverages. Establishes system and processes to make sure assignments are fair, that rotation to assignments is equitable and consistent with policy.

20. Monitors any sick calls and potential staffing issues and reports these daily to the Office Manager. Finds replacement staff to maintain adequate levels. Checks in with both sites daily and maintains a presence in both locations.

21. Conducts meetings with medical assistants and front desk staff to discuss processes, workflow and improvements. Communicates effectively with staff and with providers to proactively correct issues, misunderstandings, discrepancies that may affect patient care. Works with site lead on giving feedback regarding workflow and employee engagement.

22. Communicates effectively with staff and with physicians to proactively correct issues, misunderstandings, discrepancies that may affect patient care. Coaches staff to improve.

Physical Requirements:

1. Frequent standing and walking for up to 80% of the work day or shift.

2. Some lifting, pushing or pulling required.

3. Occasional stress and pressure caused by multiple simultaneous demands.

4. Exposed to various body fluids along with exposure to infectious disease and sharps.

5. Occasional requests to change work areas to cover another priority area to meet patient needs.

6. Frequent contact with patients, families, visitors, nurses and other department staff.

Skills & Abilities:

1. Demonstrated organizational skills and attention to detail required. Ability to prioritize work and complete tasks in a timely manner.

2. Ability to work independently and accurately with excellent follow-through.

3. Basic to moderate computer skills including documents, spreadsheets, e-mail and automated scheduling software and the ability to navigate through hospital-based computer systems.

4. Ability to read, write and spell in English to ensure accurate message taking.

5. Knowledge of business math, ability to make calculations and analytical skills required.

6. Good interpersonal skills.

7. Knowledge and ability to use universal precautions and knowledge of patient handling.

8. Ability to complete and pass competency exams in waived test list for practice.

9. Ability to maintain sensitive and confidential information.

10. Skills and knowledge necessary to provide care to patients throughout the life span, with consideration of aging processes, human development stages and cultural patterns in each step of the care process. This includes: Knowledge of growth and development; Ability to interpret age specific data and response to care; and Provide age specific communication.

11. Ability to maintain sensitive and confidential patient information according to HIPPA.