Medical Assistant Front Office

Description

POSITION SUMMARY:

The Medical Assistant (MA) Front Office works as a part of the Care Team with the licensed clinical staff and others to provide medical care to the patients and greets the general public, screening and registering patients of all age groups at Community Medical Centers (CMC). The MA is responsible for conducting several key processes in order to provide an excellent patient experience. This position reports to and is under the general direction of the physician staff. The MA Front Office reports directly to the Center Manager or Supervisor as designated designee at the site(s) of assignment for supervision and training, delivery of services and performance evaluations. The Chief Nursing Officer (CNO) provides oversight of the clinical activities of the MA’s.

SPECIFIC DUTIES:

Medical Assistant Duties

• Promotes the mission, vision, and values of the organization.
• Conducts intake assessments, including reason for visit, pertinent medical histories, medication reconciliation, vital signs, obtains consents for procedure(s) and other testing, such as vision and hearing.

• Sets up Telehealth Appointments and conducts as much of the intake assessment above as is possible over the telephone or tele video.
• Conducts pre-visit robust chart scrubbing to identify any follow-up issues, screenings or preventive care needed prior to visit.
• Ensure that appropriate screening tools have been completed such as PHQ 9, Health Literacy, etc.
• Ensures that the team adheres to CMC’s Best Practices of Team Care and conducts daily and ad hoc huddles with the Care Team.
• Provides red carpeting services to all patients.
• Identifies and documents patient self-management goals and follow up goals during the intake process.
• Prepare examination areas, immunizations, instruments, and set up for procedures
• Assist in maintaining efficient patient flow, advice MA/Receptionists Leads and/or  Center Manager if client wait times are greater than fifteen (15) minutes.
• Provides interpretation for non-English speaking patients for providers and other staff as needed. Work with provider to set up telephonic or video remote interpreter process for appropriate patient communication.

• Give oral, intramuscular, intradermal, and subcutaneous injections of immunizations as ordered by clinicians and covered under scope of practice.

• Perform and record urine dips and prepare urine samples for laboratory.  Instruct patients in specimen collection.

• Provides normal lab results to patient only after provider has signed off. During robust chart reviews identifies any lab results not signed off by a provider.

• Conducts other CLIA-waived laboratory testing’s, such as glucose, pregnancy, and rapid strep.
• Perform capillary specimen collection for CLIA waived testing. 
• Processes and handles blood and /or specimens. 
• Performance and documentation of laboratory equipment quality control.
• Record entries in the Electronic Health Record (EHR) as appropriate for both face-to-face and phone call encounters.
• Facilitates communications between the provider and the patient in a timely and effective manner.
• Ability to work independently with minimum of supervision and to take direction from different clinicians.

• Function as part of a team in the provision of patient care and performance of daily activities.

• Provides and strives for Excellent Patient Experience.
• Assist provider and licensed nursing staff in the intake assessment of patients and patient telephone calls.
• Assist in maintaining supplies in cabinets, drawers, crash carts and storage room, checking for expiration dates as applicable.
• Clean and sterilize supplies as directed.  Prepare and stock examination rooms for use.
• Assist in reordering expendable supplies and medications.
• Monitor expiration dates on autoclave and other supplies as directed.

• Perform electrocardiograms as needed.

• Performs spirometry testing as ordered.
• Monitor medical equipment for proper function and report any suspect equipment to the Lead MA, Center Manager and/or the Director of Environmental Services.
• Coordinate the referral of patients for in-house referrals, prior authorizations, and the appropriate follow-up of referrals as directed by the nursing and clinician staff for urgent/stat referrals.  Directs routine referrals to the Centralized Referral Department.
• Perform individual patient education in conjunction with and as directed by the clinician staff.

• Participate in outreach and follow-up activities as required.

• Performs opening and closing clinic procedures.
• Based on operational coverage needs may travel to work at different sites as assigned.

• Participate in staff meetings.

• Keeps up to date with clinical tasking, in-box, and administrative messages from leadership through e-mail and other forms of communication
• Understand role in ensuring that the assigned clinic is meeting the organizations quality metrics.
• Complete records of reportable diseases and monthly reports as required.
• If assigned regularly to a work site that is small such as schools or small clinics may share in the process of completing receptionist’s duties as assigned.
• May be required to work evenings and/or weekends.
• Maintain viability of vaccines and monitor vaccine refrigerator.
• Performs other duties as assigned.

Front Office Duties

• Registers patients of all age groups.  Inputs data and verifies registration and screens patients of all age groups for payment source and special program eligibility.
• Calls patients of all age groups day before appointments and does mail reminders.
• Answers telephone, screens and routes calls appropriately, takes messages, and provides information, effectively and efficiently.
• Contacts new enrollees of all age groups under various health plans to set up initial appointments.
• Updates, corrects, and clears clinic route slips.
• Opens and closes clinic buildings as required.
• Accepts payments over the counter, fills out receipts and balances cash at end of day.
• Pulls positive labs and obtains medical chart for review by providers.
• Maintains medical records.  Files reports in a timely manner; follows check out procedures for medical records; maintains confidentiality of medical records.
• Coordinates the referral of patients and the appropriate follow-up of referrals as directed by the nursing and clinician staff.
• Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of medical practice and care to assist in giving patient care.
• Knowledge of examination, diagnostic and treatment room procedures.
• Knowledge of medical equipment and instruments to administer patient care.
• Knowledge of common safety hazards and precautions to establish a safe work environment.
• Skill in assisting in a variety of treatments and administration of medications as directed.
• Skill in taking vital signs.
• Skill in performing venipuncture and injections.
• Skill in maintaining records and recording test results accurately.
• Skill in developing and maintaining department quality assurance.
• Skill in establishing and maintaining effective working relationships with patients, medical staff and the public.
• Ability to maintain quality control standards.
• Ability to react calmly and effectively in emergency situations.
• Ability to interpret, adapt and apply guidelines and procedures.

• Ability to communicate clearly.

• Successfully demonstrates annual competency of identified skills. Completes required didactic and observational competency testing required on time.
• Listens skillfully and displays a willingness and ability to acknowledge the needs, expectations and values of others using reflective listening and empathy conveyance.  Responds to needs in ways that are helpful and beyond expectation.
• Communicate effectively by using welcoming words, proper tone of voice, appropriate  body language, eye contact and smiling with every interaction.
• Ability to provide excellent customer service that is reflective of a culture that values  trust and respect.

TYPICAL PHYSICAL DEMANDS:

Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination.  Involves standing and walking for long periods of time.  Occasionally lifts and carries items weighing up to 35 pounds.  Vision must be correctable to 20/40 and hearing must be in the normal range for telephone contacts.  Requires exposure to communicable disease and bodily fluids.

TYPICAL WORKING CONDITIONS:

Work is performed in an office environment within a clinic setting. Involves frequent contact with staff and the public. Work may be stressful at times. Contact may involve dealing with upset people.

Community Medical Centers is an Equal Opportunity Employer. It is CMC’s policy to provide equal employment opportunities to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, sexual orientation, membership, or non-membership in an employee organization or on the basis of personal favoritism or other non-merit factors except where otherwise provided by law.

Qualifications

MINIMUM REQUIREMENTS:

• One year of experience in clinical setting and/or satisfactory completion of a medical assistant training program
• High school diploma or equivalent
• Ability to provide sensitive and respectful care to individuals from diverse backgrounds in accordance with CMC mission, vision, and values
• Valid California Driver's License, proof of automobile insurance and personal transportation.

• Current basic life support certificate (BLS) or ability to obtain BLS certificate before date of hire.

• Must have the ability to successfully pass CMC written proficiency test and clinical skills competency checklist during the initial orientation period.