Medical Assistant 3

Under supervision of the Nurse Manager, guided by policies and procedures of the Ambulatory Services, the Hospital Assistant III assists in the delivery of care to patients being seen in the practice. They will perform assigned patient care procedures in support of the care services provided to patients within the practice. They are required to adhere to the Telephone and House Standards as adopted by the department. The assistant also assists with front and back office responsibilities, which include scheduling, pre-registering, verifying insurance, obtaining referrals and authorizations and coordination of required medical and financial information. They work as a team member with other staff and consistently projects a professional, caring and courteous demeanor. The Hospital Assistant III is responsible for the efficient patient flow and provides support to multiple physicians. They communicate with referring physicians' offices,and serves a liaison for the outside providers. They are responsible for insurance authorizations and pharmacy refills, as well as complicated treatment authorizations and hospital admission arrangements.

UCSFMEDICAL CENTER

WORKING TITLE: Hospital Assistant III DATED: 3/1/2011

COST CENTER: 707572 UPDATED: 5/28/2019

REPORTS TO: Nursing Manager DEPT: Otolaryngology, Head & Neck Surgery

APPROVED BY: Administrative Director SUPERVISES: None

JOB SUMMARY

Under supervision of the Nursing Supervisor, 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 Department of Otolaryngology, Head & Neck Surgery in the ambulatory group practices. Work includes a variety of personal care and clinical procedures including assuring positive care outcomes. S/he will perform assigned patient care and laboratory procedures in support of the specialty care services provided to patients within the practices. S/he is required to learn and be able to assist in the Department of Otolarygnology, Head & Neck Surgery. S/he is required to adhere to the Telephone and House Standards as adopted by the Medical Center.

This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the information flow between medical, hospital staff and departments to maximize unit efficiency. This Hospital Assistant III functions in the outpatient clinical settings at all UCSF Health sites (Parnassus, Mt. Zion, joint UCSF health partnerships, Satellite Clinics, or with UCSF Faculty at other off-site clinic sites, et al).

Supervises no staff

DUTIES & ESSENTIAL JOB FUNCTIONS Percentage of Time Spent

Clinical 65%

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. 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--which may include but not limited to:

1. Performs disinfecting processing procedures in outpatient clinic such as Cidex OPA and maintain all appropriate logs.

   1. Cleans and prepares instruments for transport to the sterile processing department.

   c. Assists in in-clinic complex medical procedures and diagnostic testing/imaging (including but not limited to laser, nasal endoscopy, laryngoscopy, stroboscopy, EMG, botox, fine needle aspiration, ultrasound).

2. Acts as chaperone as needed for medical providers.
3. Works as an internal float for department as requested by supervisor.
4. Transports patients as directed and ensures their safety.
5. Monitors patient flow in and out of the clinic.

6. Sets up exam rooms in preparation for the provider and patient based on patient chief complaint/reason for visit.

7. Obtains specimens and performs simple Testing as directed, including QA/QC.
8. Obtains specimens and performs simple laboratory procedures conforming to all policies and procedures related to specimen handling and processing.
9. Participates in updating mandatory logs (i.e., temperature log, disaster cabinet log, crash cart log).
10. Facilitates referrals to other providers as ordered by the physician.
11. Obtains authorizations from insurers for medications.
12. Performs clinical activities in an accurate and timely manner.
13. Assists physician staff in writing and sending out patient communications.
14. 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.
15. Ensures all medication cabinets remain locked at all times.
16. Provides patient and family education as needed and documents in APeX.

Communication 15%

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, communicates critical issues, abnormal results, and excursions in a timely manner.
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. Contacts labs, pharmacies, and physician/provider offices as needed to obtain necessary patient information, complying with HIPAA guidelines.

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

11. Documentation of vital signs, height, weight and pain scale.
12. Enter patient chief complaint and history (i.e. tobacco/family hx/ med/surg/social).
13. Enter patient reported medications and allergies.
14. Follow department and APeX protocols.
15. Documentation of test results.
16. Enter & "pend" scripted orders from provider.
17. Open a Medication Refill Encounter for provider.
18. Scheduling laboratory, radiology and other testing with a written order from a provider.
19. Open telephone encounters.
20. Open staff messages.
21. Updates and maintains pharmacy information in APeX.
22. Ensures patient care team information is current.

.

Operations Maintenance 20%

1. Maintains clean, well-stocked exam rooms, hub rooms and lab. Responsible for ordering and maintaining supplies, maintenance of lab equipment.

2. As requested, reviews Lab log of results and prints results for providers.

3. Obtains insurance authorizations for medications, procedures and film or slide review authorizations.

4. Schedules complex procedures and coordinates services for patients.

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

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

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

1. 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 procedures, etc.

Performs any other duties related to patient care activities as required.

1. Certification from an approved Medical Assistant program; or equivalent combination of training and experience.
2. One year of experience as a Medical Assistant/Hospital Assistant in a medical practice.
3. Current American Heart Association CPR Certification.

4. Experience working as a Medical Assistant in an ambulatory setting.

5. Superior customer service and interpersonal skills.

6. Previous experience using and documenting within an Electronic Medical Record.

1. Previous experience using and documenting in APeX (or EPIC system).

2. Previous experience in Facial Plastic Surgery, Plastic Surgery, Otolaryngology (ENT), Dermatology, Cosmetic Medicine, or other procedural/surgical specialty practices.

3. Experience with inventory management systems, supply chain processes, and vendor coordination.

4. Experience participating in quality improvement, Lean, workflow optimization, or operational excellence initiatives; interest in pursuing advanced healthcare training or clinical careers is a plus.

5. Experience using Box, Excel, Outlook, Teams, or similar document management and collaboration platforms.

Current American Heart Association CPR Certification

Populations served: Infant, Child, Adolescent, Adult, Geriatric.

MEDICATION ACCESS AND STORAGE

The "Medication and Auxiliary Staff Competency" must be successfully completed for Level I, Level II or Level III staff PRIOR to performing duties requiring medication access (including access, transport, and/or stocking activities OR access to medication storage areas for cleaning).

Instructions: After employee successfully completes the level-appropriate competency, please check the corresponding box below. Obtain the employee's and manager's signatures to attest that the competency was completed and send the signed job description to HR for the employee's personnel file.

_____ Level 1 As a part of his/her daily activities, employees may have access to medication storage areas for cleaning only. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 1.

_____ Level 2: As part of his/her daily activities, employee may access and transport medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 2

_____ Level 3: As part of his/her daily activities, employee may access, transport and stock medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 3.

Signature Section:

I have successfully completed the Medication and Auxiliary Staff Competency at my designated level (I, II, or III), in order to complete the functions of my position. I have had the opportunity to have all my questions answered.

_____________________________ __________________

Employee Signature Date

_____________________________ __________________

Manager Signature Date

1. Certification from an approved Medical Assistant program; or equivalent combination of training and experience.
2. One year of experience as a Medical Assistant/Hospital Assistant in a medical practice.
3. Current American Heart Association CPR Certification.

4. Experience working as a Medical Assistant in an ambulatory setting.

5. Superior customer service and interpersonal skills.

6. Previous experience using and documenting within an Electronic Medical Record.

1. Previous experience using and documenting in APeX (or EPIC system).

2. Previous experience in Facial Plastic Surgery, Plastic Surgery, Otolaryngology (ENT), Dermatology, Cosmetic Medicine, or other procedural/surgical specialty practices.

3. Experience with inventory management systems, supply chain processes, and vendor coordination.

4. Experience participating in quality improvement, Lean, workflow optimization, or operational excellence initiatives; interest in pursuing advanced healthcare training or clinical careers is a plus.

5. Experience using Box, Excel, Outlook, Teams, or similar document management and collaboration platforms.

Current American Heart Association CPR Certification

Populations served: Infant, Child, Adolescent, Adult, Geriatric.

MEDICATION ACCESS AND STORAGE

The "Medication and Auxiliary Staff Competency" must be successfully completed for Level I, Level II or Level III staff PRIOR to performing duties requiring medication access (including access, transport, and/or stocking activities OR access to medication storage areas for cleaning).

Instructions: After employee successfully completes the level-appropriate competency, please check the corresponding box below. Obtain the employee's and manager's signatures to attest that the competency was completed and send the signed job description to HR for the employee's personnel file.

_____ Level 1 As a part of his/her daily activities, employees may have access to medication storage areas for cleaning only. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 1.

_____ Level 2: As part of his/her daily activities, employee may access and transport medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 2

_____ Level 3: As part of his/her daily activities, employee may access, transport and stock medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 3.

Signature Section:

I have successfully completed the Medication and Auxiliary Staff Competency at my designated level (I, II, or III), in order to complete the functions of my position. I have had the opportunity to have all my questions answered.

_____________________________ __________________

Employee Signature Date

_____________________________ __________________

Manager Signature Date

1. Certification from an approved Medical Assistant program; or equivalent combination of training and experience.
2. One year of experience as a Medical Assistant/Hospital Assistant in a medical practice.
3. Current American Heart Association CPR Certification.

4. Experience working as a Medical Assistant in an ambulatory setting.

5. Superior customer service and interpersonal skills.

6. Previous experience using and documenting within an Electronic Medical Record.

1. Previous experience using and documenting in APeX (or EPIC system).

2. Previous experience in Facial Plastic Surgery, Plastic Surgery, Otolaryngology (ENT), Dermatology, Cosmetic Medicine, or other procedural/surgical specialty practices.

3. Experience with inventory management systems, supply chain processes, and vendor coordination.

4. Experience participating in quality improvement, Lean, workflow optimization, or operational excellence initiatives; interest in pursuing advanced healthcare training or clinical careers is a plus.

5. Experience using Box, Excel, Outlook, Teams, or similar document management and collaboration platforms.

Current American Heart Association CPR Certification

Populations served: Infant, Child, Adolescent, Adult, Geriatric.

MEDICATION ACCESS AND STORAGE

The "Medication and Auxiliary Staff Competency" must be successfully completed for Level I, Level II or Level III staff PRIOR to performing duties requiring medication access (including access, transport, and/or stocking activities OR access to medication storage areas for cleaning).

Instructions: After employee successfully completes the level-appropriate competency, please check the corresponding box below. Obtain the employee's and manager's signatures to attest that the competency was completed and send the signed job description to HR for the employee's personnel file.

_____ Level 1 As a part of his/her daily activities, employees may have access to medication storage areas for cleaning only. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 1.

_____ Level 2: As part of his/her daily activities, employee may access and transport medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 2

_____ Level 3: As part of his/her daily activities, employee may access, transport and stock medications. These activities must be in compliance with the Medications and Auxiliary Staff competency for Level 3.

Signature Section:

I have successfully completed the Medication and Auxiliary Staff Competency at my designated level (I, II, or III), in order to complete the functions of my position. I have had the opportunity to have all my questions answered.

_____________________________ __________________

Employee Signature Date

_____________________________ __________________

Manager Signature Date