Medical Assistant II 40 Hours Days Bwh - Urology Faulkner

QUALIFICATIONS SKILLS ABILITIES AND COMPETENCIES REQUIRED:

• Must be a graduate of an approved medical assistant program or have at least 12 years experience in an ambulatory clinical setting.

• Work requires an indepth understanding of hospital and practice policies procedures and operations in order to assume a variety of administrative details. Must be resourceful in obtaining information when it is not readily available.

• Must be sensitive to and supportive of patients families and careproviders.

• Must have the ability to respond quickly and purposefully to routine and unusual situations.

• Must have ability to recognize problems establish priorities and initiate appropriate responses.

• Should enjoy assisting patients and be sensitive and supportive of patient concerns.

• Demonstrates strong interpersonal skills and a mature level of courtesy tact and professionalism required to deal with patients management providers and coworkers.

• Exhibits strong communication skills and good judgment necessary to elicit information from patients in order to triage phone calls and distinguish emergent urgent and routine problems.

• Must be willing to work as a team player and must have an interest in learning.

• Must be able to read and write at a level generally acquired through a high school education or diploma program. Must be able to articulate in English clearly and distinctly.

• Work requires completion of a competencybased orientation and continuous development in basic patient care techniques and procedures. This is usually provided through the Brigham and Womens.

• Follow HIPAA guidelines for the management of patient privacy and confidentiality.

• All other duties as assigned.

Work experience required:

• 35 years in a health care setting required.
• Excellent organizational skills.
• Medical Terminology.
• Computer knowledge required: Windows Networking MS Outlook MS Word and MS Excel.
• Ability to prioritize work and meet deadlines and work under pressure.

Ability to use discretion in confidential matters.

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Brigham and Womens Hospital is dedicated to:

• serving the needs of our local and global community
• providing the highest quality health care to patients and their families
• expanding the boundaries of medicine through research
• educating the next generation of health care professional

Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients families and colleagues excellence in customer service and job performance.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self Management: Accountability professionalism and commitment to growth and development

Organization: A commitment to quality service and exceptional performance

Meeting these expectations is key to the success of your Division and the organization.

This job description includes:

• General expectations for the position
• Addendum A BWH Behavioral Competencies
• Addendum B Job Specific Tasks and Responsibilities
• Addendum C Physical/Working Conditions

PRINCIPAL DUTIES AND RESPONSIBILITIES:

This position is responsible for delivering the highest quality of service to patients; exhibits a willingness and ability to communicate self as a caring and respectful person. This position also requires the a great deal to the sensitively responding to patient needs. Fully versed in all areas of practice operation performs as a member of a team responsible for completing all tasks necessary for the smooth functioning of the practice. Coordinates and expedites the flow of patients providers clinical and financial information. Able to handle multiple responsibilities which may include computer scheduling of patients: registration taking phone messages; check in/out patients; coordinating medial record; cashiering; medical assisting; phlebotomy; and assisting providers in a professional accurate manner. Provides clinical assistance and support to the physicians midlevels nurses and administrative assistants as needed.

COMMUNICATION:

• Responsible for delivering the highest quality of service to patients. Must be responsive accessible and visible and must demonstrate a team approach within the practice.
• Serves as a central communication source on which all persons rely in the delivery of patient care. As first point of contact must be able to problem solve ask appropriate questions and determine the appropriate outcome and/or followup. Utilizes knowledge of hospital services provider roles hospital regulations and unit policies.
• Appropriately seeks assistance from supervisors and others in the presence of difficult and/or predictable patient situations and/or behaviors.

TELEPHONE:

• Responds quickly and courteously to phone calls and is helpful to the patient/caller.
• Takes complete and accurate information from patients. Triaging the call prioritizing this information and facilitating communication of information to providers and documenting it in the patient chart.

REGISTRATION/SCHEDULING

• Greets and checksin patient.
• Effectively utilizes computer systems to register patients and insure accuracy of demographic and fiscal data.
• Creates hospital identification to be used to organize and identify patient documentation required for billing ticket.
• Schedules reschedules and cancels appointments. Coordinates this while making every reasonable effort to be accommodating to patient and provider needs. Knowledgeable about patient insurance and a variety of managed care programs. This may include prior authorization referrals copayment requirements and precertifications.
• May collect appropriate payments for services following cash management procedures.

PATIENT CARE ACTIVITIES

• Insures the availability of xrays lab slips medical records and other pertinent information so that the visit is productive for both the patient and provider.
• Assists patients who have physical and physiological limitations with patient care functions which may include transferring from wheelchair to exam table undressing and dressing patients and ensuring patient is safe until provider arrives.
• Performs a wide variety of activities relevant to the clinical setting which may include assisting providers finger sticks performing EKGs vital signs injections handling of prescriptions mailing out lab letters etc.
• Performs lab tests and implements quality control standards as indicated.
• Schedules patient for followup visits referrals to other areas test and procedures. May provide patients with relevant instructions for specific test and procedures.
• Distributes specific test results vital signs and messages. May contact patients with information as directed by providers. May document results in patient record as instructed.
• Enters data via the visit ticket insuring that information is complete accurate and timely in order to facilitate the billing process.
• Maintains patient confidentiality at all times whether by phone or discussion with providers.

PRACTICE MAINTENANCE

• Opens rooms daily; includes insuring that the equipment and supplies necessary to carry out patient care activities are available and usable and the environment is clean and organized.
• Maintains an unobstructed area for patient access. Cleans rooms after patient usage and ensures appropriate disposal of contaminated materials.
• Orders supplies and equipment restocks supplies to insure availability at all times and insures that inventory is monitored for expiration dates.
• Closes rooms insuring that rooms are clean supplies/equipment/records are retrieved and returned to appropriate locations and that equipment/rooms are locked.

MEDICAL RECORDS

• Insures that patient records and any papers that are filed in the record have the appropriate patient identification.
• Locate deliver and file all requested medical records.
• Records should be assembled according to hospital policy and as standards are defined by the Joint Commission of Accreditation of Health Care Organizations (JCAHO).
• Requests for patient information should be handled according to establish guidelines and confidentiality is maintained at all times.

BRIGHAM AND WOMENS HOSPITAL

Division of Urology

BWPO Administrative Assistant II

Addendum A

BWH Behavioral Competencies

1. People: Focus on serving the community through collaboration and respect

Inclusiveness

Definition: Maintain an environment where individuals value and respect differences in all situations. Stand firm against intolerance and bias to create a welcoming environment and respect all individuals regardless of race gender identity ethnicity language sexual orientation age physical or mental ability religion socioeconomic status or national origin.

a) Work effectively with others who have diverse perspectives talents roles backgrounds and/or styles

b) Contribute to a positive team environment where differences are respected supported and are free from stereotyping and offensive comments

c) Be professional when approached about behaviors that might be perceived as disrespectful

Open Communication

Definition: The ability to effectively articulate and receive information in a clear concise and timely manner.

a) Practice active listening skills

b) Foster and maintain an environment that respects open dialogue differences of opinion as well as diverse communication styles

c) Ensure that information is shared in a clear accurate and timely manner using the appropriate communication method for your audience

d) Express oneself clearly and professionally in your verbal nonverbal written and electronic communication

Building Collaborative Relationships

Definition: Identifying opportunities and taking action to build relationships between ones area and other areas teams Divisions units or organizations to help achieve organizational goals.

a) Take initiative to support others and build productive relationships that will lead to a cohesive workplace

b) Interact effectively with other team members Divisions and customers to accomplish organizational goals

Organizational Awareness

Definition: Understand how ones own work affects the organization as a whole and demonstrate a commitment to the organizational goals.

a) Support and respect BWHs mission vision values and history

b) Understand and recognize how your individual role and Division impacts the organization

2. Self Management: Accountability professionalism and commitment to growth and development

Embracing Change

Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.

a) Support and positively participate in organizational and/or job specific changes

b) Initiate appropriate action when change is needed

c) Be flexible and open to new ideas

d) Adapt to shifting priorities

Learning Oriented

Definition: Predisposed to pursue learning opportunities even outside own comfort zone one stays abreast of new tools and methods rising to add value and build challenge in current assignments.

a) Demonstrate openness to learning from successes and failures

b) Recognize and participate in learning opportunities

c) Seek and share best practices

Professionalism

Definition: Practice respect for self and others; and adhere to BWH standards policies and procedures at all times.

a) Adhere to BWHs Code of Conduct Guide to Ethical Standards policies and procedures

b) Align behavior with the organizational mission and values

c) Practice respect in accordance to the BWH standards

d) Demonstrate responsibility reliability and trustworthiness

3. Organization: A commitment to quality service and exceptional performance

Quality and Safety Focus

Definition: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.

a) Align job performance with quality and safety standards (e.g. The Joint Commission BWH and Division specific standards)

b) Adhere to established policies and procedures

c) Take action to prevent errors

d) Identify and report adverse events errors and incidents

Efficiency and Performance Improvement

Definition: Systematic approach to improve performance by eliminating waste nonvalue added activities and variability in processes.

a) Participate in process and performance improvement by identifying analyzing and enhancing existing processes to achieve better outcomes

b) Maximize available resources to achieve performance measures; reduce waste rework and workarounds consistent with ones role

Problem Solving

Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.

a) Recognize actual and potential problems and take appropriate action towards a solution

b) Offer assistance as needed when a potential problem situation is observed

c) Use good judgment to keep manager informed of problems or issues following Division practice

Service Excellence

Definition: Focusing ones efforts towards anticipating meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.

a) Apply service standards consistently to present a positive image of BWH to colleagues health providers patients families and visitors:

b) Engage with positive greetings and active listening

c) Empathize by expressing understanding

d) Educate throughout the information exchange

e) Enlist thoughts and ideas from others

4.g General/Administrative Support: (required of all Administrative Support employees)

Information Gathering

Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.

a) Identify specific information needed to clarify a situation or to make a decision

b) Probe skillfully to get at the facts

SHIFT:

Day Shift