Medical Assistant Supervisor

Job Type

Full-time

Description

Job Title: Medical Assistant, Clinical Team Supervisor

Reports To: Clinic Manager

FLSA Status: Non-Exempt

Summary: A Medical Assistant who will function as leader, trainer and mentor to Medical Assistant staff. Will be responsible for ensuring USIIS Immunization data is input correctly and tracking compliance. Embraces and advocates the PCMH model of providing patient-centered health care and develops methods of assuring staff are routinely practicing the PCMH principles. Responsible for monthly and quarterly reporting of data and training, competency testing for MA's including attendance logs. Reviews and updates (with Medical Director) clinical policies and procedures and lab manual. Oversees patient education and patient engagement. Delivers care to patients utilizing the process of assessment, planning, intervention, implementation, and evaluation. Effectively interacts with patients, their significant others, other health team members, and community partners/vendors while maintaining standards of a Medical Assistant.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Staff Supervision

1. Conducts the orientation of new clinical support staff and/or serves as mentor, resource person, or role model for staff.

2. Monitors staff adherence to performance standards and evaluates quality and standard of employee conduct/actions.

3. Assesses, regularly, each health center to evaluate learning needs of Medical Assistant related to tracking vaccines and medications, complying with all OSHA, CLIA and FHC regulations, and other performance expectations.

4. Coordinates working schedules and time off requests for clinical support staff including Medical Assistants and Unit Clerks/Registrars.

5. Exemplifies a supportive attitude and willingness to assist fellow employees in adjusting to changing situations and regulations.

6. Assesses, along with Clinical Operations Manager, training needs for Medical Assistants; identifies appropriate learning resources; schedules training in a timely manner.

7. Conduct annual checks (complete by October 31st of each year) for clinic competency for all clinical support staff.

8. Oversee the annual evaluation process for clinical support staff, assist with disciplinary action and maintains documentation for any coaching or mentoring with clinical support staff.

CLIA, OSHA, HIPAA and Other Regulations

1. Develops, implements, and maintains CLIA waived standards relevant to FHC's operations.

2. Supervises employees responsible for adherence to CLIA waived standards to ensure FHC's continuous compliance to current requirements.

3. Responds appropriately and immediately to violations of CLIA waived standards

4. Generates all compliance reports to demonstrate adherence to CLIA waived standards and to maintain continuous CLIA certification.

5. Maintains ongoing awareness of CLIA requirements and disseminates any new requirements in a timely manner. Ensures understanding of and adherence to such requirements by each Medical Assistant.

6. Reviews and updates, with Medical Director, clinical policies and procedures and lab manual at least every six months.

7. Maintains strict client/patient, family, employee and Agency confidentiality as outlined in the Employee Handbook and the Ethics, Confidentiality and Compliance policies.

8. Demonstrates knowledge of and complies with organizational and departmental policies as outlined in the Employee Handbook and policy and procedure manuals. Evaluates and ensures adherence to such policies in those he/she oversees.

Clinical Quality

1. Assures quality practices by engaging self and others in quality improvement processes: maintains membership on quality committees, implements improvement strategies, develops measurement criteria, evaluates clinical performance, utilizes data to improve clinical outcomes, evaluates patient satisfaction, etc.

2. Promotes quality in all patient-team communication, including, but not limited to: timely response (telephone, portal, letters, etc.), EHR documentation, patient education, team interaction and education, protocol/procedure implementation, referrals to case management, etc.

3. Monitor patient wait times and patient satisfaction, including:

a. the amount of time patients spend in the lobby

b. the amount of time patients spend in the exam rooms to ensure patient satisfaction and clinic efficiency.

4. Oversees all (and as needed, personally conducts) patient education processes to ensure the development of a health literate client population.

a. Implements employee training to enhance skills in effective patient education processes.

b. Uses a variety of methods to reach patients with educational materials, i.e., patient portal, handouts, face-to-face, groups, referral to community resources or Internet, etc.

c. Identifies appropriately written, culturally sensitive educational material/s and has available to staff for easy retrieval and distribution as needed.

5. Ensures a clean, neat, and safe environment for clients, patients, and staff as set forth in policies and procedures and in accordance to current clinical standards.

6. Ensures the continual monitoring and documentation for refrigerator temperatures at all clinic locations, per policy.

7. Collaborates with Management team, Quality committees, PCMH committee, and other key groups/individuals to improve care as evidenced by measurable results/data/outcomes.

8. Ensures agency-wide implementation of principles of current hygiene guidelines, infection control, universal precautions, and clean/sterile techniques to ensure patient and employee safety.

9. Collaborates with providers and teams to enhance the patient experience; explores/implements methods to develop patient awareness, engagement, and participation in health-promoting actions.

10. Ensures that all clinical equipment remains serviced and in good working order.

11. Manages ordering, use, and disposal of clinically necessary supplies to ensure prudent, efficient, and cost-effective use of resources.

Clinical Practice

1. Responsible for providing timely care to patients on the nurse visit schedule and documenting appropriately and timely in the medical record.

2. Maintain up-to-date training and competency with the Utah Cancer Control program. Conduct Cancer Screening events, including coordinating all aspects of that program, including scheduling, paperwork and reporting.

3. Supervises triage processes for patients who present to the clinic in person or via telephone contact. Ensures competency of team members to triage according to policy and procedure and established current guidelines.

4. Implements patient medication processes as established by policy and per standing orders/protocols, including, but not limited to: medication refills, standing orders for teams, medication protocols, refill communications and medication education, medication reconciliation, MA medication training, pharmacy communication, and other team/provider needs.

5. Oversees agency-wide, on-site medication processes: ordering, recording, tracking, reporting, distributing, disposal, safe storage, documentation, employee education, patient education, etc.

6. Oversees agency vaccination processes per policy and procedures, including, but not limited to: ordering and tracking all vaccines, Vaccines for Children (VFC) program, private vaccines, USIIS interface, employee training, patient education/follow-up, adverse reactions, reporting, and liaison with local/state health departments and AUCH.

Other Duties and Responsibilities

1. Practices capable and effective problem identification and resolution skills as a method of sound decision making.

2. Actively engages in continued learning related to systems theory, change processes, patient-centered medical home, patient safety, medical technology, clinical practice guidelines, insurance reform, and other timely topics that influence a rapidly transforming healthcare environment.

3. Maintains state licensure and pertinent professional certifications and participates in appropriate training to maintain and improve professional knowledge and skills.

4. Adheres to appropriate chain of command protocols per policy and procedures.

5. Assumes, willingly, any unexpected tasks not identified in the job description within his/her scope of practice.

6. Practices self-direction in identifying practice needs, completing assignments/projects, and adjusting to change.

Requirements

Qualifications - Education & Experience

1. Associate Degree or Nursing Diploma, or 4 year degree from University (preferred).

2. Must be qualified in Basic Life Support techniques.

3. Demonstrated experience with the following: clinical knowledge of preventive health care and chronic disease care, a strong commitment to professional excellence, good telephone and interpersonal skills, and computer expertise including experience with electronic health records.

4. Bilingual in Spanish and English preferred.

5. Ability to work well as a team, exhibit integrity, use good judgment and keep confidential information.

6. Demonstrate reliable attendance and punctuality.

Competency: To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Customer Service - Manages difficult or emotional customer/patient situations; responds promptly to customer/patient needs; meets commitments.

Interpersonal - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

Team Work - Contributes to building a positive team spirit; supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.

Adaptability - Adapts to changes in the work environment; manages competing demands; able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments.

Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; monitors own work to ensure quality.

Quantity - Completes work in timely manner.

Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Additional Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read, analyze, and interpret common scientific and technical journals. Ability to respond to common inquiries or complaints from customers/patients, regulatory agencies, or members of the business community. Bilingual in English and Spanish is preferred.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word; Microsoft Excel; Internet Explorer; and an electronic medical record system, preferably eClinicalWorks.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is a typical medical office setting with appropriate climate controls. The noise level in the work environment is usually moderate. Employee will be required to travel between clinics as assigned. This is an OSHA high-risk position.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance and stoop; kneel; crouch; or crawl.