Under the supervision of the Practice Manager, guided by policies and procedures of the Ambulatory Services, the Hospital Assistant III assists in the delivery of care to patients at UCSF Primary Care. The Hospital Assistant III will be primarily responsible for the members of their primary care teamlet as well as providing back up support to other teamlets. The Hospital Assistant III will play a critical role in the patient experience including optimizing clinic flow, providing in and outreach to patients and working collaboratively with the team to create a patient centered environment. This position floats between the front and the back office performing both clerical and clinical duties. Work includes a variety of personal care and nursing care procedures including assuring positive care outcomes. They will perform assigned patient care and laboratory procedures in support of services provided to patients within the practices. They are required to learn and be able to assist in all functions of the practices to include back and front office. The Hospital Assistant III consistently projects a professional and courteous demeanor, helps establish and maintain the highest service standards for the practice and complies with the Medical Center House and Telephone Standards. The HA must have flexibility to cover multiple UCSF medical center clinic sites.

Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

20%

Yes

Performs routine clinical functions, including butnot limited to vital signs,height, weight, pain screening and documentation of chief complaints.
Documents use of interpreter as appropriate. Work with interpreting services to facilitate interpreter participation for medical appointments in person, by video or by phone.
Assists Nurses, Providers and patients in preparation for exam and/orprocedures
Able to performinstrument processing procedures, including high level disinfection with Trophon, in outpatient clinic and maintain all appropriate logs

		Assist in complex medical procedures. Successfully complete all appropriate competencies to ensureappropriate training and skill to assist andset up for said procedures. Act as chaperone as needed for medical providers. Transports patients as directed and ensures theirsafety. Monitors patient flow in and outof the clinic. Obtains specimens and performs simplePoint of CareTesting as directed. Testing as directed. Including QA/QC and EKGs. Obtains specimens and performs simplelaboratory procedures conforming to all policies and procedures related to specimen handling and processing. Performs phlebotomy procedure on all agesto include pediatric, adult and geriatric patients. Participates in updating mandatory logs (i.e.:temperature log, disaster cabinet log, crash cart log) Completes referrals to other providers as ordered by the physician. Obtains authorizations from insurers formedications Performs clinical activities in an accurate and timely manner Assist physician staff in writing and sending out patient communications Complies with all Ambulatory Services and Medical Centerpolicies and procedures for infection control, safety, administrative and clinical practice. Complies with activities mandated by TJC/Title 22 Completion of annual competency testing Ensures all medication cabinets remain locked at all times.
60%		Follows department standard work for OTT Agent functions. Demonstrates courtesy, common sense, and follow-through in all telephone communications, maintaining the Telephone Standards as established by UCSF Medical Center Ensures a professional and helpful working environment by upholding the House Standards as adopted by the Medical Center. Organizes activities basedon the needsof patients whilemaintaining the effective flow of patients through the practice. Adjusts clinical support activities to reflect changes in priorities during practice sessions. Maintains open communication and facilities continuity of care for patients and/or family with members of the health care team through phone contact, verbal interaction and /or written reports including UCSF MyChart Patient Portal and APeX InBasket messaging. Utilizes electronic chart information. (i.e., labs, appointments) to contribute to patient care Obtains, records, and conveys information clearly and concisely. Fosters/maintains positive publicrelations (patients, family,visitors and staff). Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients perceive interactions as positive and supportive Participates in in-reach/outreach healthcare maintenance projects as directed. Notifies providers of patient delaysand service issues. Acts and advocates for patients to help facilitate provider punctuality in seeing patients according to schedule Communicates provider delays with front office team and makes regular announcements to waitingroom as neededwhen delays are over 30 minutes. Shares pertinent information and observations with other healthteam members. Identifies and communicates problems to thenursing staff or appropriate supervisor Offers suggestions for change or improvement in clinic/practice operations Assists patients with issues and complaints utilizing conflict management skills. S/he is a strong team player, has a dedicated work ethic, andis willing to learn and adapt to new tasks when asked. S/he is comfortable building rapport with patients Able to workquickly and effectively with and withoutsupervision and remaincalm and friendly in all interactions with patients S/he leads by examplein the areasof professional appearance, demeanor and body language, making eye contact with patients and smiling. Utilizes Electronic Health Record (APEX) for documentation within the scope of practice of a Hospital Assistant which may include but not limited to: Documentation of vital signs, height, weight and pain scale. Enter patient chief complaint and history (i.e. tobacco/family hx/ med/surg/social). Enter patient reported medications and allergies. Order & sign POCT with signed protocol. Documentation of point of care test results. Enter & “pend” scripted orders from provider. Open a Medication Refill Encounter for provider. Scheduling laboratory, radiology and other testing with a written order from a provider. Open telephone encounters. Open staff messages. Document call resolution consistently.
10%		Maintains clean, well-stocked exam rooms, labsand nursing stations. Responsible for ordering, and maintaining supplies. Maintenance of lab equipment As requested reviews Lab Logs of results and prints resultsfor providers Obtains insurance authorizations for medications Schedules complex procedures and coordinates services for patients Maintains supplystandards as directed by nursing staffor appropriate supervisor Adheres to infection controlprocedures as outlined in the Infection Control Manual Adheres to theAmbulatory Services policyand procedures forthe cleaning and disinfecting equipment Participates in various QI and Customer Service initiatives suchas wait time studies, outcome data collection from procedures, etc.
10%		Will serve in backuprole for practice to support clerical teams Schedules established patient appointments usingApex Has keen awareness of the needto provide promptand convenient appointment access to patients Adheres to theprovider productivity standards established for the practice and schedules appointments with the appropriate appointment type Upholds UCSF policyregarding the maintenance and confidentiality of the medical records Triages all telephone calls, screening foremergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box. Utilizes Apexto retrieve pertinent patient data Follows practice procedure for follow-up of missed appointments Covers Apex in-baskets and phone messages when other members of the team are absent Assists backoffice maintaining currentfiling and scanning. Embraces and role models PRIDE values (Professionalism, Respect, Integrity, Diversity and Excellence) and AIDET (Acknowledge, Introduce, Duration, Explanation and Thanks) concepts as part of approach to all assigned tasks, responsibilities and interactions with peers, internal and external customers and patients in person, by phone and in whileengaging in electronic communications.
100%

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

Qualifications

Required Qualifications

Certification from an approved Medical Assistant program; or equivalent combination of training and experience
Current certification for phlebotomy with CPT-1 certification with the State of California
Minimum of one year of experience as a Medical Assistant/Hospital Assistant in a Primary Care practice.
Knowledge and abilities essential to the successful performance of the duties assigned to the position
Current American Heart Association CPR certification
Demonstrated computer familiarity, keyboard skills, computer literate in programs such as Microsoft Word and Excel required
Willingness to learn new computer programs as needed to sustain practice operations

Preferred Qualification

Familiarity with Epic

Required Qualifications

Current American Heart Association CPR Certification
Current certification for phlebotomy with CPT-1 certification with the State of California

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Learn more about this Employer on their Career Site

Medical Assistant 3

Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS

Service Excellence

Work Environment

Qualifications