Medical Assistant 3

JOB SUMMARY

Under supervision of the Nurse Manager and guided by policies and procedures of Ambulatory Services, and in 

collaboration with clinical staff, the Medical Assistant assists in the delivery of care to patients in the UCSF 

Berkeley Outpatient Center. 

General responsibilities include managing patient flow in the practice from check-in, through the rooming process and check-out, obtaining vital signs, reviewing health maintenance status, maintaining, and stocking exam rooms, and assisting in emergencies. The Medical Assistant III also supports general administrative functions at reception including scheduling, referral management and other duties as required.  Demonstrates excellent customer service skills with patients and staff.  The Medical Assistant must be able to competently work in an advanced Electronic Health Record environment. The Medical Assistant is required to comply with the Medical Center House and Telephone Standards. 

REPORTING RELATIONSHIPS

N/A

Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS

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

Please list:

Clinical Support • Perform routine clinical functions including vital signs, height, weight, pain screening, and documentation of chief complaints. • Assist nurses and providers with exams and procedures. • Support complex in-clinic medical procedures and diagnostic testing (e.g., nasal endoscopy, laryngoscopy, laser procedures, cystoscopy, ultrasound). • Prepare and clean instruments for sterile processing; maintain appropriate logs. • Obtain and process specimens according to policies and procedures. • Provide patient and family education and document in the electronic health record (EPIC/APeX). • Maintain compliance with infection control, safety, and UCSF policies. Communication • Demonstrate professionalism in all telephone and in-person interactions, following UCSF service standards. • Notify providers and patients of delays; act as a patient advocate to support efficient clinic flow. • Assist patients with concerns and escalate issues appropriately. • Document patient information, medications, allergies, and test results in APeX. • Facilitate interpreter services and referrals to providers as needed. Operations & Maintenance • Maintain clean, well-stocked exam rooms, hub rooms, and labs. • Order and track supplies and lab equipment. • Obtain insurance authorizations for medications • Schedule complex procedures and coordinate services for patients. • Participate in quality improvement and customer service initiatives. • Chart prep with patients by telephone or in person before appointment with accuracy and meeting department performance standards • Conducts patient pre-clinic confirmation call process 48 hours pre-clinic to ensure patient provides all clinical information, scans studies required for the patient appointment as required. Authorization Securement and Clinic Visit Preparation: • Pre-appointment chart prep with patients by telephone or in person before first appointment with accuracy and meeting performance standards. • Responsible for escalating known insurance issues • Assists with medication prior authorization • Conducts patient pre-clinic confirmation call process 48 hours pre-clinic to ensure patient provides all clinical information, scans studies required for the patient appointment as required. *Performs any other duties related to patient care and clerical activities as required. *

Qualifications

REQUIRED QUALIFICATIONS

• Strong computer skills, including basic keyboarding skills

• This position requires flexibility to orient and work in different BOPC specialties

• Certification from an approved Medical Assistant program; or equivalent combination of training and experience.

• At least 1 year Medical Assisting experience in an ambulatory clinical setting

• At least 1 year prior experience in OHNS within the past 3 years

• Knowledge and ability necessary for performing clinical duties

• Experience Documenting in an Electronic Medical Record

• Ability to prioritize and work efficiently with multiple forms of patient & provider communication.

• Phlebotomy (CPT) Certification

  • ****If applicant does not have a CPT-1, they will be hired as Hospital Assistant II and will be reclassified to a Hospital Assistant III once they receive CPT-1 certification with the State of California

• Excellent organizational and problem-solving skills.

• Excellent verbal skills.

• Excellent interpersonal skills.

• 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.

• Demonstrated attendance record.

PREFERRED QUALIFICATION

Please list:

• Bilingual

• Ortho Tech experience and/or become certified within 1 year

REQUIRED LICENSES/CERTIFICATIONS

Please list

• Phlebotomy (CPT) Certification within 1 year of hire
• BLS Certification
• Certification from an approved Medical Assistant Program or equivalent combination of training and experience

POPULATIONS SERVED

Adolescent     

Adult              

Geriatric