Lead Medical Assistant

Description

Function

Under the supervision of the Nurse Supervisor and as a member of the clinical team, the Lead Medical Assistant will perform all duties of the Medical Assistant, function as the resource person to the medical assistant staff and coordinate the daily support operations of a single clinical area. The Lead MA will serve as an expert for the Medical Assistant Team on their assigned floor, assist with schedule management and daily assignments to ensure task and workflow readiness, and provide mentorship and training to ensure medical assistants perform at a high level of proficiency.

Representative Duties (Primary):

Oversee Clinic Workflow

• Provides directions and monitors work for floor medical assistant staff
• Provides direction and support to staff to ensure adequate clinic flow with effectiveness and efficiency
• Exhibits a high level of technical skill and functions as resource for other clinical support members. Fills in for staff as needed to provide appropriate support for the floor. Takes a supportive role in ensuring clinic workflow is of a high quality.
• Routinely reviews Quality Control logs, supply inventory, and ensures Joint Commission readiness in all aspects of Medical Assistant job responsibilities
• In collaboration with the Clinical Operations Manager, ensures standardization of tasks and consistency in MA performance
• Works closely with Clinical Operations Manager to recommend changes in team/pod assignment as needed and assigns MA tasks (i.e., exam room stocking)
• Assists with scheduling of Medical Assistant staff to fulfill clinic needs
• Supports communication among MA colleagues on personnel issues and schedules to ensure timely arrival/departure/shift changes and adequate coverage during sessions
• Ensures smooth patient flow during clinic sessions and assist with assigning floating deployment of MAs as needed to ensure equity in use of MA resource
• Facilitates interpersonal and leadership communication skills between MA, provider, and nursing staff to promote effective working relationships with all members of the healthcare team
• Ensures assigned areas conform to standards of appearance and that the work and exam rooms are neat, clean, & adequately stocked
• Ensures appropriate purchasing of supplies and equipment within budgetary guidelines and maintains adequate inventory. Informs management of need to secure supplies and equipment necessary for optimal clinical operations.
• Acts as a contact point for patient inquiries, problems and complaints without clinical operations manager Escalates complex issues to Clinical Operations Manager, Director of Nursing, physician floor lead, and/or appropriate resources.
• Performs other duties as assigned.

Subject Matter Expert of Medical Assistant Team

• Provides input into evaluating performance; May act as supervisor in the absence of COM to ensure safe and timely patient care and clinic flow
• Works closely with COM to approve time-off and coordinate coverage
• Collaborates closely with COM around performance management concerns
• Implements operational procedures in accordance with established guidelines. Reviews exceptions and changes with COM. Monitor’s staff understanding of current procedures and ensures procedures are implemented correctly.
• Collects data for use in the management decision-making process
• Assists with selection and ongoing training and evaluation (oral and written) of new and existing MA staff
• Monitors routine data and information flow for the floor and notifies supervisor of any deviations
• Supports the COM in annual competency review and completion for MA staff

Representative Duties (Secondary):

Providing direct patient care, using clinical and office procedures as appropriate for a Medical Assistant in an outpatient clinic

• Organizes and prepares patient visit including patient summary sheets, labels, and huddle sheets for daily clinic
• Checks exam room for patient encounter and restocks, and cleans as necessary
• Calls patients from the lobby into the exam room
• Obtains chief complaint, vital signs, allergies, surveys, and consent forms from patient
• Open office visit note and documents vital signs in EPIC
• Assists with patient care under the direction of appropriate medical provider, RN, or LPN
• Assists with care coordination for individual patients and panels of patients under the direction of appropriate medical provider, RN, or LPN
• Administers all CLIA waived lab tests and medical tests (e.g., EKG, Spirometry, UA, HCG, PPD administration) and procedures (e.g., ear lavage) as per protocol and medical provider order
• Assists with collection and transport of lab samples as needed
• Demonstrates competency in mailings, sorting of mail, filing, faxing and other duties to support administrative office needs
• Understands and maintains standard precautions in all clinical activities, use of PPE
• Chaperones providers as needed during physical/pelvic exams
• Demonstrates teamwork and works to build cohesive, professional relationships with all Fenway Health employees and patients
• May perform phlebotomy, if trained
• Assists in emergencies as trained, calls for outside help or transport as directed.

Effectively maintains medical supply stock, equipment in working order and cleanliness of clinic

• Maintains equipment in good working order and notifies supervisor of broken equipment. Notifies supervisor of needed equipment or tools including suggestions for improvements in supplies.
• Clean, organize and stock exam rooms, supply closets, utility rooms and medical area of lab between patient visits as needed throughout the day, every day.
• Disinfects exam rooms and equipment daily and after contamination of communicable disease exposure with appropriate cleaning agent.
• Conducts weekly inventory, restocks, and rotates the stock to prevent expired stock/shortages
• Orders new stock inventory as needed or informs person responsible for ordering supplies when stock is getting low
• Identifies and disposes of expired medical stock appropriately
• Maintains room cleaning logs
• Checks and records CLIA waived testing controls quality control and notifies COM for any concerns for abnormal findings.
• May perform autoclaving, if trained

Provide phone and clerical support for general patient inquiries and outreach

• Coordinates and provides reminders for needed visits, testing, and procedures.
• Clearly and timely documents all phone calls and interactions with patients as well as attempts to contact patients
• Informs and follows up with responsible provider of communication with patients
• Obtains medical record release
• May assist patients with scheduling appointments for primary care and specialty services
• Proficiency in written and spoken English

Provides support for walk-in patients

• Administers blood pressure screenings for walk-in clients
• Records blood pressure reading in medical record and notifies responsible provider

Additional Performance Requirements:

Effectively communicates with patients, co-workers on medical team, in medical department and across departments

• Demonstrates competency in EMR, Microsoft Outlook, and other electronic communication
• Meets with assigned provider to review upcoming appointments (daily huddle)
• Identifies abnormal vital signs and CLIA tests that require quick intervention and promptly notifies a provider or supervisor.
• Attends and participates in regularly scheduled general staff meetings as well as Nursing/MA meetings
• Assists in training other employees in the medical support department
• Maintains comprehensive knowledge of Fenway Health services, policies, and procedures
• Sorting and distribution of mail and incoming faxes are performed daily and in a timely manner
• Outgoing faxes are done throughout the day in a timely manner
• Adheres to the principles of patient and confidentiality Documentation with patient information is disposed of in shredding bins, ensures that protected information is held in secure areas and conversations about patients are not overheard.
• Informs supervisor of training needs

Policy and Procedures

• Maintains familiarity with Fenway Health policies and procedures
• Adheres to medical department standards for attendance and professional dress
• Helps maintain a patient centered, professional work environment

Age-Specific Care

• Provides age-specific care per Fenway Health policy

Participates in quality improvement initiatives

Meets Agency Participatory Expectations

• Suggests and participates in continuing quality improvement efforts
• Adheres to all agency and departmental policies and procedures
• Participates in quality assessment and improvement activities as requested
• Adheres to established safety policies, procedures, and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
• Attends all required meetings, in-services, and professional trainings
• Attends all regularly scheduled meetings, trainings, forums, and other pertinent FH staff meetings
• Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
• Serves on agency committees and in professional organizations when requested

Performs related duties as required

Requirements

• Minimum 2 years of experience as a Medical Assistant with demonstrated high performance and leadership skills or potential
• Successful completion of a Medical Assistant Program or EMT (Massachusetts licensed or NREMT)
• Minimum of a High School Diploma
• Current CPR Certification
• Advanced understanding of medical terminology
• Willingness to work any shift FH is open as needed, including evenings, for coverage purposes
• Effective skills in the areas of service, teamwork, communication, respect for others, and time/priority management
• Ability to deal effectively with stress relating to the changing organizational, personnel, and healthcare environment
• Demonstrated ability to work respectfully and effectively with individuals from a wide range of backgrounds, perspectives, and life experiences. This includes engaging constructively with colleagues, patients, clients, and vendors in a manner that reflects professionalism, empathy, and cultural awareness, without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, or other protected characteristics as defined by applicable law.

Preferred Qualifications:

• Certified Medical Assistant
• Bilingual or multilingual
• Experience working with an ethnically, culturally, and racially diverse work staff

Working Conditions and Physical Effort:

• Physical work environment generally is that typical for an office in terms of lighting, temperature, and structure.
• Work may involve exposure to loud noise, strong odors, and emotionally liable individuals
• Typically moderate physical activity requiring handling average-weight objects up to 15-20 pounds, Assisting with mobility impaired patients, and standing and/or walking for most the day. Lifting of weights greater than 20 pounds does occur and will require the Medical Assistant to ask for additional help.
• May work with body fluids and tissues, and could be exposed to pathogens and will require safety training
• Work environment involves exposure to potentially dangerous materials and situations that require safety precautions and may require the use of protective equipment
• Location of work and specific duties may change in response to clinic needs