Sutter Pacific Medical Foundation is a not for profit corporation that exists to provide medical services, research and education. The foundation provides the infrastructure for the delivery of physician services, and contracts with a separate corporation comprised of physicians and other care providers to deliver the clinical services. This multi-specialty foundation will provide a platform from which new physicians can be recruited to continue to provide physician services in a nonprofit, community setting. The Foundation's vision is to create a medical group that will deliver high quality, market competitive medical services.
Under the supervision of the Physician Clinical Supervisor for clinical duties and the Care Center Manager/Supervisor for non-clinical duties, assists providers and other members of the health care team in clinic offices by performing a variety of back office, patient-related tasks and ensuring smooth patient and work flow within the department.
MEDICAL ASSISTANT DUTIES:
Manages rooming and patient flow, including pre-visit preparation, assisting with the patient visit, and post-visit duties.
Escorts patient to the exam room within 5 minutes of his/her appointment time or within 5 minutes of registration time if patient arrives late. Follows all other Rooming Standards as established by the Medical Foundation.
Assists the Clinician as necessary as a team member and employing lean techniques of smooth flow.
Notifies patient of delays in accordance with Medical Foundation standards, giving him/her the option of rescheduling. Informs provider of schedule changes that impact patient flow.
Prepares patients for appropriate exams/procedures by reviewing EHR health maintenance and disease management or patient chart for overdue or due-soon services and pends orders, when appropriate.
Gathers appropriate documents and signatures necessary to assist the Clinician in making treatment decisions, i.e. ABN forms, DPAHC, immunization consent.
Ensures that exam rooms are clean, stocked, and appropriately set up each day prior to rooming patients.
Assists in patient education by providing informational pamphlet and after care instructions, and/ or after visit summary as instructed by the Clinician or according to Medical Foundation Policy.
Refers care outside of the Medical Assistant/Patient Services Representative position to the appropriate licensed personnel.
Assists Clinician with EHR In-Basket management for prescription refills, results, authorizations/referrals and non-clinical secure e-Messages in accordance with Medical Foundation standards.
Follows Medical Foundation policies and procedures for managing patient and pharmacy callbacks in a timely manner.
Receives and records lab/radiological test results (may include outside medical records) via telephone or computer and ensures that those results and related reports are with the patient's medical record at the time of the patient's visit.
May communicate normal test results only to the patient upon the direction of the Clinician
Relays Clinician instructions/orders to pharmacy (refills only without changes), patients, and other entities via computer, phone, fax, or mail.
PATIENT SERVICES REPRESENTATIVE DUTIES:
Answers phones professionally and warmly to assist all callers with their healthcare objectives.
Receives patients at the care center. Tasks include providing information about clinical services, insurance and payment policies; patient registration; processing new patient paperwork; collecting fees; and following up with patients for payment/insurance information when necessary.
Attends to physician and practitioner needs to support patient care and practice development.
Schedules and confirms appointments. Monitors schedule frequently for capacity.
Attends to billing corrections in a timely fashion. Asks for assistance as needed to expedite patient concerns as quickly as possible.
Distributes labs and scans records into patient chart on a daily basis.
Helps maintain office supplies, equipment and general office systems
OTHER JOB FUNCTIONS
Where paper charts are still in use, assures that each page in the patient's medical record is labeled with the patient's name and date of birth.
Where paper charts are still in use, ensures that progress notes are labeled with the patient's name, date of birth, and date of service for each visit.
Scanning: When appropriate, document name and MRN on reports and send to scanning team.
Where paper charts are still in use, files test results in the patient's medical record after Clinician signs off the result and gives appropriate instructions.
Follows Medical Foundation policies and procedures for handling referrals.
Attends/participates in departmental meetings.
Follows all other relevant Medical Foundation policies and procedures for Medical Assistant/Patient Services Representative role.
Complies with all HIPAA regulations and SPMF standards of client confidentiality.
Accepts and performs other job related duties, projects and responsibilities, as required.
High School diploma or equivalent education / experience required.
Graduate of an accredited medical assisting program which a clinical externship, or a program approved by the Bureau for Private Postsecondary and Vocational Education, California Department of Consumer Affairs required.
Proof of training in administering injections and performing skin tests, and/or training in venipuncture and skin puncture for the purpose of withdrawing blood, as required by California Medical Assisting Regulation required.
Minimum of 2 years of Medical Assistant/Specimen Handling-phlebotomy required.
Minimum of 2 years demonstrated medical assisting skills in ambulatory care.
Certified Phlebotomy Technician Level I - CPT I preferred.
Certified Medical Assistant
California Certifying Board for Medical Assistants (CCBMA), Designation: CCMA-C certification in basic and clinical specialty
American Association of Medical Assistants, Designation: CMA (AAMA)
American Medical Technologists, Designation: Medical Assistant (RMA)
Multi-skilled Medical Certification Institute, Inc., Designation: Medical Assistant (NCMA)
American Medical Certification Association: Medical Assistant (CMAC)
Basic anatomy and physiology.
Must be a Certified Medical Assistant with all of the skills required by the State of California for that certification.
Medical terminology and abbreviations.
Must pass pre-visor and keyboard testing if applicable per Medical Foundation policy.
Organizational skills, ability to manage multiple tasks effectively, using lean techniques for standard work and smooth flow.
Computer skills including patient scheduling software and EHR
Ability to efficiently operate office equipment, i.e. computer, telephone, fax, photo machine, etc.
Ability to establish priorities and coordinate work activities paying particular attention to detail
The ability to manage multiple priorities and demands on time, while remaining calm
Requires exceptional communication and customer service skills, strong organizational skills, ability to prioritize and manage a great number of details and multi-task with strong follow-through are mandatory
Computer proficiency with MS Office Suite, including Word, Excel, Outlook, as well as an ability to learn new programs with ease.
Must have the ability to establish and maintain effective working relationships with all levels of staff, volunteers, and the general public
Must possess excellent interpersonal skills and be comfortable with people in all stages of health and healing
Possess and apply logical problem-solving skills.
Washes or sanitizes hands per hand hygiene policy.
Appropriately uses personal protective equipment (PPE)
Maintains Sterile Technique at all times, as appropriate.
Uses standard precautions, proper technique and always appropriately deploys safety devices on all syringes.
Performs tests, and collects/prepares specimens per written order or specific electronic order of the Clinician
Having completed all required training, performs 12 lead EKGs
Having completed all required training, correctly applies splints and braces as ordered by the Clinician.
Follows the 6 rights of safe medication administration.
May administer ordered medications by intradermal, subcutaneous or intramuscular injections and orally, sublingually, topically, vaginally, rectally, or by inhalation, with evidence of successful completion of formal competency verification.
Follows Medical Assistant Medication Review Workflow approved by the Medical Foundation.
Performs medication review. Notes allergies as well as verifies medications patient is currently using. Medications patient has discontinued are recorded in visiting notes. May not independently add or delete a medication from the medication list.
Electronic Health Record (EHR) Documentation:
Effectively utilizes EPIC (electronic health record)
Takes a proactive view of daily and weekly clinician schedules, fills openings via the waiting lists and through requesting patient names from practitioners. Works diligently to keep practitioners' schedules full.
Keeps patient demographic and insurance information up-to-date in EPIC.
What the Medical Assistant/Patient Services Representative can enter into the record before the Clinician is in the room.
Consistent with Medical Foundation policies and procedures, MA/PSRs must obtain and document in EHR or paper chart complete and accurate vital signs (minimum of three), including blood pressure, pulse, respirations, temperature, weight, and height, appropriate for the patient's reason for visit, prior to the Clinician seeing the patient. Medications being taken and allergies will also be documented at each visit.
Consistent with Medical Foundation policies and procedures, MA/PSRs may document exact quotes of patient's description of the chief complaint into the EHR. Those notes to be reviewed and signed off by the Clinician.
What the Medical Assistant/Patient Services Representative can enter into the record while the Clinician is in the roomalso known as "Scribing".
MAs can enter verbal dictation from the Clinician and patient into the EHR.
What types of orders can be pended
A Medical Assistant/Patient Services Representative may pend orders for lab, imaging tests, referrals, authorizations, DME and any other order class like procedures found in the EHR for the Clinician to sign.
A Medical Assistant/Patient Services Representative may not execute the orders until the Clinician has signed off in EHR.
Cleans and sterilizes medical equipment as outlined by Medical Foundation policies and procedures, the manufacturer instructions, or by accepted procedures.
Maintains daily/weekly/monthly logs as required by appropriate regulatory agencies and Medical Foundation policies and procedures (i.e. autoclave, refrigerator/freezers, CLIA binder, etc).
Ensures that medical supplies are maintained at appropriate inventory levels.
Maintains the safety and integrity of medical equipment including inspecting the equipment for damage and/or the need for replacement of faulty equipment. Such faulty equipment must be reported to the appropriate person and removed from service.
Ensures the proper disposal of bio-hazardous and sharps waste.
Ensures all medication cabinets are locked according to Medical Foundation policies and procedures. Samples must be stored in a locked cabinet. For routine, non-controlled medication storage, the medications must be stored in a lockable cabinet. Routine medications should be in an area not readily accessible to non-staff
Communication (Oral and Written):
Excellent written communication skills, including accurate grammar, spelling and punctuation.
Provides friendly, knowledgeable and responsive internal and external customer service. Sets appropriate expectations for patients and staff alike.
Reminds patients of their appointments 72 hours in advance and on a daily basis.
Checks voicemail throughout the day and returns patient calls within 24 hours. Distributes messages as necessary and requests assistance from PSR team as needed.
Utilizes EPIC to communicate about appointment details. Keeps other administrative team members well-informed of any patient(s) or physician(s) needs, schedule changes, etc.
Keeps Manager informed in a timely manner of customer compliments, complaints, or problems with clinical services.
Refers patients with billing problems or complaints to SPS and/or Business Operations Analyst.
Leadership and Professional Accountability:
Performs duties in a self-directed manner with minimal supervision or direction.
Ensures that routine and priority tasks are completed within established departmental timeframes.
Maintains current knowledge of all physicians and services of the Practice.
Maintains charting compliance with current regulatory standards.
Consistently extends a professional, warm environment by using a pleasant tone of voice and maintaining composure at all times.
Attends staff meetings and other gatherings, as required.
Holds self and peers accountable to uphold the Standards of Performance and Conduct.