Medical Assistant 3

• Shift Length: 8 hours
• Budgeted Job Salary Range: 34.50-43.06
• Campus Location 1: Benioff Children's Hospital
• Bargaining Unit: EX
• Employee Class: Career
• FLSA Status: Non-exempt
• Job Code and Payroll Title: 009251
• Workplace: Fully On-Site
• FTE%: 100

JOB SUMMARY

The purpose of this position is to serve as a clinical liaison to facilitate prompt patient care by assisting in the clinical area and to assure that all ordered services are completed in an efficient, organized manner under the supervision of a physician.  As a member of the care team, this position must demonstrate the highest level of service quality to patients, family members and other visitors to the clinic.

Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

20

Customer Service

       a.    Utilizes innovative approaches to improve service delivery.

       b.    Maintains a culture that improves teamwork and values diversity.

       c.    accepts personal responsibility and accountability for customer service excellence.

       d.    Creates an environment in which customers feel respected and diversity is valued.

       e.    Communicates and listens effectively.

       f.     Exhibits a flexible and proactive approach to changes in the workplace.

       g.    Demonstrates an understanding of the organization’s values and mission statement.

       h.    Acknowledges the presence of customers and responds appropriately to their needs.

       i.     Properly applies technical knowledge and skills.

       j.     Takes initiative to ‘go the extra mile’ to meet customers’ needs.

       k.    Demonstrates reliability and professionalism.

       l.     Promptly solves problems and resolves complaints.

20

Clinic Services Liaison

         a.     Coordinate provider/clinic schedule, assuring efficient patient flow and assuring that all necessary care needs are ordered, scheduled, authorized and completed.

         b.    Greet and register all patients in the clinic; direct patients and visitors as necessary.

         c.    Monitor waiting times for patients and intervene as necessary to assure even distribution of patients to the care providers.

         d.    Review provider’s schedule, assuring that all necessary clinical documentation, diagnostic service results are available for patient visits.

         e.    Make follow-up appointments as necessary as directed by physician or the registered nurse.

         f.     Prepare and maintain files, records and charts.  Retrieve and disseminate information as directed.  Request records and information from Medical Records, Clinical Laboratory or other departments as necessary.

         g.    Enter patient charges into computer system.

         h.    Assure that inventory of supplies is sufficient to meet the needs of the clinic and restocks supplies as necessary, maintaining the supplies in a neat and orderly manner; verify that refrigerator temperatures are appropriate.

20

Clinical Assistance

         a.  Take vital signs, weights and measurements of patients and place in examination rooms.

         b.  Collect data on assigned patients as indicated in the unit-based performance standards, policies and procedures under the direct supervision of a licensed physician or registered nurse.

         c.   Demonstrate the knowledge of pediatric and adult growth and development principles and applies these principles when caring for patients and families.

         d.  Perform accurate documentation in patient records as indicated in the structure of standards, policy and procedures under the direct supervision of a licensed physician or registered nurse.

         e.  Identify and enter accurate ICD-9 coding for billing; performs chart entry and inputs information into the Problem List.

         f.   Communicate all pertinent information including findings, problems, concerns or ideas to attending physician in a timely manner.

         g.  Perform clinical procedures under the supervision of a physician, such aerosol      treatments and pulmonary function tests, including flow volume loop and peak flow testing.

20

Constructive/Positive Atmosphere

         a.  Able to promote a constructive and positive atmosphere within the work area by demonstrating the ability to cooperate with and assist other members of the care team as well as patients and families.

         b.  Able to be an effective problem solver through active problem identification and collaboration with care team members, managers from other departments, the medical staff and the nursing staff.

         c.   Able to remain flexible in staffing patterns and resolution of staffing conflicts; the      ability to be a team player.

         d.  The ability to use appropriate organizational skills in setting priorities for patient care and clinical activities within the established parameters as directed by the Care Team Leader.

         e.  Able to resolve conflicts in a pro-active manner that demonstrates a high level of customer service.

15

Department Policies and Procedures

           a. Able to function with an awareness of legal issues pertaining to patient care and an awareness and application of safety issues in accordance with structure standards.

           b. Able to demonstrate an awareness of and sensitivity to patient and family rights and confidentiality as identified in the Hospital Statement of Organizational Values and Patients’ Bill of Rights.

           c.  Attend department meetings as scheduled.

5

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 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.

Qualifications

REQUIRED QUALIFICATION

• High school graduate or equivalent.
• Medical Assistant Certificate, Certified Nursing Assistant Certificate and/or post-high school vocational/specialized medical training certificate of degree preferred.
• Knowledge and abilities essential to the successful performance of the duties assigned to the position. 
• Current American Heart Association Basic Life Support Certificate.
• Minimum of 1 year of recent experience in a clinical setting or physician’s office.
• Familiarity with insurance verification and authorizations
• Able to maintain emotional stability
• Strong computer skills, including basic keyboarding skills, and experience and ability to work effectively in Word and Excel.
• Ability to prioritize and work efficiently with multiple forms of patient & provider communication including email, fax and phone system.
• Excellent organizational and problem-solving skills.
• Excellent verbal skills.
• Excellent interpersonal skills
• Knowledge of medical terminology and familiarity with patient billing systems.
• Strong writing skills to include the ability to compose basic office communications.
• Ability to deal sensitively and effectively with patients.
• Ability to communicate effectively and efficiently with team physicians and referring physicians
• Demonstrates experience and ability to take vital signs and assist with medical examination procedures.

PREFERRED QUALIFICATION

• Bi-lingual in Spanish or South East Asian languages preferred.

REQUIRED LICENSES/CERTIFICATIONS

• Current American Heart Association CPR certification

• CPT-1 Certification required for Primary Care departments

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  

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