Medical Assistant - Otolaryngology, Head & Neck Surgery

Employment Duration: 3 months (w/ potential for extension)

Department: PED OHNS Head & Neck Surgery

Under supervision of the Nursing Supervisor, guided by policies and procedures of 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 ambulatory group practices.

Work includes a variety of personal care and clinical procedures, including assuring positive care outcomes. The position performs assigned patient care and laboratory procedures in support of specialty care services and is required to learn and be able to assist within the Department of Otolaryngology, Head & Neck Surgery.

This position supports patients in an outpatient care unit by providing excellent customer service and facilitating and ensuring the accuracy of information flow between medical and hospital staff and departments to maximize unit efficiency. The position is required to adhere to the Telephone and House Standards adopted by the Medical Center.

Key Responsibilities:

• Perform routine clinical functions and document in the patient chart, including vital signs, height, weight, pain screening, and chief complaints.
• Document use of interpreters as appropriate and work with interpreting services to facilitate participation in medical appointments in person, by phone, or by video when available.
• Assist nurses, providers, and patients in preparation for exams and/or procedures.
• Successfully complete appropriate competencies to perform or assist with procedures required for the department specialty, which may include:
  • Performing disinfecting processing procedures such as Cidex OPA and maintaining appropriate logs.
  • Cleaning and preparing instruments for transport to the sterile processing department.
  • Assisting with complex in-clinic medical procedures and diagnostic testing/imaging, including laser, nasal endoscopy, laryngoscopy, stroboscopy, EMG, Botox, fine needle aspiration, and ultrasound.
• Act as a chaperone as needed for medical providers.
• Work as an internal float for the department as requested by the supervisor.
• Transport patients as directed and ensure their safety.
• Monitor patient flow in and out of the clinic.
• Set up exam rooms based on the patient's chief complaint or reason for visit.
• Obtain specimens and perform simple testing and laboratory procedures as directed, including QA/QC, in accordance with policies and procedures for specimen handling and processing.
• Participate in updating mandatory logs, including temperature, disaster cabinet, and crash cart logs.
• Facilitate referrals to other providers as ordered by the physician.
• Obtain insurance authorizations for medications.
• Perform clinical activities accurately and in a timely manner.
• Assist physician staff with writing and sending patient communications.
• Comply with Ambulatory Services and Medical Center policies and procedures for infection control, safety, administrative practice, and clinical practice, including activities mandated by JCAHO/Title 22.
• Ensure medication cabinets remain locked.
• Provide patient and family education as needed and document in APeX.
• Demonstrate courtesy, common sense, and follow-through in telephone communications while maintaining Medical Center Telephone Standards.
• Maintain a professional and helpful working environment by upholding Medical Center House Standards.
• Notify providers of patient delays and service issues and help facilitate provider punctuality to maintain optimal clinic schedules.
• Communicate provider delays to the front office team and make regular announcements to patients in waiting or exam rooms as needed when delays exceed 30 minutes.
• Share pertinent information and observations with other health team members and communicate critical issues, abnormal results, and excursions in a timely manner.
• Identify and communicate problems to nursing staff or the appropriate supervisor.
• Offer suggestions for changes or improvements in clinic/practice operations.
• Assist patients with issues and complaints using conflict management skills.
• Contact laboratories, pharmacies, and physician/provider offices as needed to obtain necessary patient information while complying with HIPAA guidelines.
• Use the Electronic Health Record (APeX) for documentation within the scope of practice of a Hospital Assistant, which may include:
  • Documenting vital signs, height, weight, and pain scale.
  • Entering patient chief complaint and history.
  • Entering patient-reported medications and allergies.
  • Following department and APeX protocols.
  • Documenting test results.
  • Entering and pending scripted orders from providers.
  • Opening medication refill encounters for providers.
  • Scheduling laboratory, radiology, and other testing with a written order from a provider.
  • Opening telephone encounters and staff messages.
  • Updating and maintaining pharmacy information in APeX.
  • Ensuring patient care team information is current.
• Maintain clean, well-stocked exam rooms, hub rooms, and laboratory areas, including ordering and maintaining supplies and maintaining laboratory equipment.
• Review laboratory result logs and print results for providers as requested.
• Obtain insurance authorizations for medications, procedures, and film or slide reviews.
• Schedule complex procedures and coordinate services for patients.
• Coordinate meal and rest periods with other Hospital Assistants and ensure clinic coverage under the direction of the supervisor/manager.
• Maintain supply standards as directed by nursing staff or the appropriate supervisor.
• Follow infection control procedures and policies for cleaning, disinfecting, and sterilizing equipment.
• Participate in quality improvement and customer service initiatives, including wait-time studies and procedure outcome data collection.
• Demonstrate service excellence in accordance with UCSF Medical Center PRIDE standards for Professionalism, Respect, Integrity, Diversity, and Excellence.
• Use effective communication skills with patients and staff and demonstrate proper telephone techniques and etiquette, teamwork, cultural sensitivity, and professionalism.
• Maintain privacy, confidentiality, and security of Protected Health Information and other sensitive and personal information.
• Follow safety and infection control policies and procedures.
• Assume accountability for improving quality metrics associated with the department/unit and meeting organizational and departmental targets.
• Keep work areas neat, orderly, and clutter-free; follow cleaning processes; and report broken equipment, furniture, or unsafe conditions.
• Protect the physical environment and equipment from damage and theft.
• Perform other duties related to patient care activities as required.
• Be willing to train and work at all OHNS sites.

N/A

Required Qualifications:

• One year of experience as a Medical Assistant/Hospital Assistant in a medical practice.
• Experience working as a Medical Assistant in an ambulatory setting.
• Previous experience using and documenting within an Electronic Medical Record.
• Current American Heart Association CPR Certification.

Preferred Qualifications:

• Certification from an approved Medical Assistant program, or an equivalent combination of training and experience.
• Previous experience using and documenting in APeX or an EPIC system.
• Bilingual or multilingual capability in Spanish, Cantonese, or Russian strongly preferred.
• Experience with insurance authorizations and interacting with retail pharmacies to refill medications.
• At least three months of experience as a Medical Assistant/Hospital Assistant in Ambulatory Otolaryngology.
• At least three months of experience working with endoscopy towers and precleaning flexible and rigid scopes.

Required Qualifications:

• One year of experience as a Medical Assistant/Hospital Assistant in a medical practice.
• Experience working as a Medical Assistant in an ambulatory setting.
• Previous experience using and documenting within an Electronic Medical Record.
• Current American Heart Association CPR Certification.

Preferred Qualifications:

• Certification from an approved Medical Assistant program, or an equivalent combination of training and experience.
• Previous experience using and documenting in APeX or an EPIC system.
• Bilingual or multilingual capability in Spanish, Cantonese, or Russian strongly preferred.
• Experience with insurance authorizations and interacting with retail pharmacies to refill medications.
• At least three months of experience as a Medical Assistant/Hospital Assistant in Ambulatory Otolaryngology.
• At least three months of experience working with endoscopy towers and precleaning flexible and rigid scopes.