Medical Assistant 3

JOB SUMMARY

UCSF Transgender Care is a growing multidisciplinary group of providers and services at UCSF Health offering gender affirming medical and surgical interventions for adults.  Services currently include primary care and hormone therapy, chest surgery, gynecology and gynecologic surgery, vocal health, and reproductive health. Genital surgery (vaginoplasty and phalloplasty) are planned to launch in the near future. UCSF Transgender Care’s mission is to provide high quality, evidence-driven, patient-centered gender affirming medical and surgical care to all transgender, gender non-binary, and gender non-conforming people, to conduct cutting edge research on transgender medical and surgical care, guided by community participation, and to teach our key principles of evidence-based, community-informed transgender care and research to the next generation of medical providers.  The program’s vision is to eliminate disparities in access to transgender medical care, and improve the quality and quantity of transgender medical and surgical research.

As a patient-centered organization, UCSF Medical Center exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership and respect. UCSF Medical Center seeks faculty and staff that are committed to the values of professionalism, respect, integrity, diversity and excellence that are integral to our mission

Under supervision of the Practice Supervisor/Manager, guided by policies and procedures of the Ambulatory Services, and in collaboration with the Clinical Nursing Staff, the Hospital Assistant III assists in the delivery of care to patients in the Transgender Care Program.  Work includes a variety of personal care and clinical procedures including assuring positive care outcomes. S/he will perform assigned patient care and review of systems data collection in support of the specialty care services provided to patients within the practices. S/he will perform assigned patient care and laboratory procedures in support of the specialty care services provided to patients. S/he is required to adhere to the Telephone and House Standards as adopted by the Medical Center. Work also includes mentoring of staff to promote development of skills to the mentee. 

Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS                                                                     Percentage of 

                                                                                                                                         Time Spent

Clinical                                                                                                                             70%

1. Performs routine clinical functions and documents in patient chart, including but not limited to vital signs, height, weight, pain screening and documentation of chief complaints.
2. Documents use of interpreter as appropriate.  Work with interpreting services to facilitate interpreter participation for medical appointments in person,  by phone, or by video (if available).
3. Assists nurses and providers and patients in preparation for exam and/or procedures.
4. Able to perform sterile processing procedures (soiled instrument handling)
5.  Performs approved POCT and other procedures in department 
6. Assists with medication review by helping patients to update and review their medication list
7. Assists with abstraction of medical information updating providers with status
8. Assists patients with completion of clinical research forms
9. Enters data points accurately and correctly into flowcharts for patient’s visit
10. Assists in reviewing labs required by provider are in the patient’s profile and ready for provider’s visit, if not, proceeds in calling facility for labs to be sent to office
11. Successfully completes all appropriate competencies to perform or assist with procedures as required for department specialty and determined by the Administrative Nurse or Administrative Director.
12. Supports providers in managing and reviewing in basket messages
13. Acts as chaperone as needed for medical providers.
14. Works as an internal float for department as requested by supervisor – covering other department needs while supporting clinical functions.
15. Transports patients as directed and ensures their safety.
16. Monitors patient flow in and out of the clinic.
17. Participates in updating mandatory logs
18. Assists with monthly clinical surveys and chart audits
19. Facilitates referrals to other providers as ordered by the physician.
20. Performs clinical activities in an accurate and timely manner.
21. Assists physician staff in writing and sending out patient communications.
22. Serves as a mentor for incoming staff by providing knowledge and resources for success.
23. Complies with all Ambulatory Services and Medical Center policies and       procedures for infection control, safety, administrative and clinical practice.  Complies with activities mandated by JCAHO/Title 22.
24. Completion of annual competency testing
25. Ensures all medication cabinets are secured at all times and supplies are adequate for clinic function
26. Communicating and coordinating care within the team of providers and support staff relevant patient issues 
27. Reviews clinical information to request prior authorizations for specialty medications
28. Preliminary review of incoming referrals for necessary information to submit to clinician for review
29. Working with providers, appeals denials for medications/procedures by providing additional clinical information
30. Reviews AVS/checklist/treatment plans with  patients as directed by providers 
31. Participates in daily and end of day huddles to review clinic flow
32. Works with clinical team to manage in basket messages
33. Using appropriate disease specific check list,  prepares new patient referrals for clinical review
34. Using approved check list, reviews patient education information with patient for biologic therapy
35. Familiarity with clinical research and assist researchers in preparing patients for visits

Registration, Scheduling and Insurance Management                                                                20%

1. May support and coordinate scheduling of: 1) outpatient clinic visits 2) outpatient procedures for multiple providers and services. Ensures all visits are scheduled within clinical appropriate timeframe to ensure patient safety and timely patient care. 

2. Registers patients in person or by telephone before initial appointment. Updates patient information for returning patients by following practice established accuracy and performance standards.

3. Communicates Medical Center financial policies clearly to patients, answering simple patient account questions, knowing when to refer patients to Financial Counseling for additional help.
4. Ensures that data entries are accurate and timely for registration and scheduling according to medical center and departmental policies.  Ensures accuracy of PCP/Referring provider entry and maintain HIPAA 
5. May coordinate providers’ clinic schedules and book appropriate clinic visits and outpatient procedures.  Interfaces with patients and physicians to ensure adequate communication regarding all aspects of clinic visits and outpatient procedures. 
6. Obtain and verify patient insurance eligibility.
7. Correctly identifies and selects appropriate insurance plan(s). Interacts with patient, insurance companies and staff accordingly to ensure clinical services in clinic are authorized for visit. 
8. May provide administrative support for providers including ensuring correspondence; clinical, financial, and administrative documentation is processed accurately and timely. Responds to telephone and email inquiries related to clinical services within a 24-48 hour time frame (urgent inquiries will be addressed on the same business day) and assists caller(s), or appropriately

Communication                                                                                                                10%

1. Demonstrates courtesy, common sense and follow through in all telephone communications, maintaining the Medical Center Telephone Standards.

2. Ensures a professional and helpful working environment by upholding the House Standards as adopted by the Medical Center.

3. Notifies providers of patient delays and service issues.  Acts as an advocate for patients by helping to facilitate provider punctuality to maintain optimal clinic schedules. 

4. Communicates provider delays to front office team and makes regular announcements to patients in waiting room or exam room as needed when delays are over 30 minutes.

5. Shares pertinent information and observations with other health team members.

6. Identifies and communicates problems to the nursing staff or appropriate supervisor.

7. Offers suggestions for change or improvement in clinic/practice operations.

8. Assists patients with issues and complaints utilizing conflict management skills.

9. Utilizes Electronic Health Record (APeX) for documentation within the scope of practice of a Hospital Assistant which may include but not limited to: 

10. Documentation of vital signs, height, weight and pain scale.
11. Enter patient chief complaint and history (i.e. tobacco/family hx/ med/surg/social).
12. Enter patient reported medications and allergies.
13. Order & sign POCT with signed protocol.
14. Documentation of point of care test results.
15. Enter & “pend” scripted orders from provider.
16. Open a Medication Refill Encounter for provider. 
17. Open telephone encounters.
18. Reviews and responds appropriately to  staff messages in a timely fashion

            . 

Operations Maintenance                                                                                                  10%

1. Maintains clean, well-stocked exam rooms Responsible for keeping inventory of medical supplies

2.  Coordinates meal and rest periods with other Hospital Assistants and ensures coverage of clinic under direction of supervisor/manager.

3.  Maintains supply standards as directed by nursing staff or appropriate supervisor.

4.   Adheres to infection control procedures as outlined in the Infection Control Manual. 

5.   Adheres to the Ambulatory Services policy and procedures for the cleaning, disinfecting and sterilizing of equipment.

1. Participates in various QI and Customer Service initiatives such as wait time studies, outcome data collection from different improvement processes

    

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 any other duties related to patient care activities as required.

Qualifications

QUALIFICATIONS

REQUIRED

1. Graduate from an approved Medical Assistant/Medical Administrative Program or equivalent combination of training and experience. 

2. One year of experience as a Medical Assistant/Hospital Assistant in a medical practice. 

3. Knowledge and abilities essential to the successful performance of the duties assigned to the position. 

4. Experience in an outpatient practice 

5. Able to coordinate NP services, assist patients with office, medications and procedure authorizations and explain process to patients

6. Ability to use EMR and  perform chart abstraction into EMR 

7. Current American Heart Association CPR Certification.
8. Strong computer skills and use of Microsoft office
9. Ability to prioritize work efficiently
10. Excellent interpersonal communication skills and writing skills
11. Excellent organizational and problem solving skills
12. Must be able to multi-task and be flexible in changing work assignments at short notice, which includes increasing work hours as needed to cover the practice needs
13. Ability to work in a fast paced setting
14. Coordination of services between multiple practices demonstrable by excellent communication skills.

PREFERRED

1. Experience working with LGBTQ patients
2. Familiarity with EPIC
3. Bachelorettes degree in health or behavioral science.
4. Experience with insurance verification
5. Data record abstraction

REQUIRED LICENSES/CERTIFICATIONS

1. Current American Heart Association CPR Certification
2. Certification from an approved medical assistant program or equivalent combination of training

POPULATIONS SERVED

  Populations served: Adult, Geriatric.