JOB SUMMARY: A nonexempt position responsible for performing a variety of duties depending on whether it is a small clinic, large medical practice, multi-clinic, or a specialty office. They are involved in the clinical care of patients within the clinic, supporting the physicians in every aspect of care, consistent with their credential or license.

QUALIFICATIONS:

JOB SPECIFIC CORE COMPETENCIES:

• Collect and properly input patient PMH, PSH, Medications, and Allergies in EMR.
• Clean exam/procedure rooms, instruments, and equipment between patient visits.
• Check patient vital signs (BP, HR, O2, Temp.).
• Prescription verifications with physician orders

PREREQUISITE SKILLS:

• Demonstrated communication skills to effectively communicate with management, providers, and patients.
• Operational knowledge of telephones, fax machines, postage machines, and other office equipment.

• Demonstrated ability in handling patient confidentiality.
• Ability to work with peers in a team situation and create a positive work environment for team members.
• Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, Excel/Word software, E-mail Usage and Web-based applications. Required to check e-mail daily and use as a source of internal and external communication. Required to understand and utilize electronic medical record technology.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

The following list describes the essential duties of this role. Individuals in this role may not perform these duties, or may perform additional, related duties not listed here.

• Fulfills patient care responsibilities as assigned that may include checking schedules and organizing patient flow; accompanying patients to exam/procedure room; assisting patients as needed with walking transfers, dressing, collecting specimens, preparing for exam, etc.; collecting patient history; performing screenings per provider guidelines; assisting physicians/nurses with various procedures; charting; relaying instructions to patients/families; answering calls, and providing pertinent information.
• Fulfills clerical responsibilities as assigned that may include advising business manager of the need to send medical records, receives medical records that have been requested; obtaining lab/X-ray reports, hospital notes, referral information, etc.; completing forms/requisitions as needed; scheduling appointments; verifying patient demographics; managing and updating charts to ensure that information is complete and filed appropriately.
• Fulfills environmental responsibilities as assigned that may include setting up instruments and equipment per department protocols; cleaning exam/procedure rooms, instruments, and equipment between patient visits to maintain infection control; cleaning sterilizer per scheduled maintenance program and keeping appropriate records; ordering, sorting, storing supplies except for vaccines; and restocking exam/procedure rooms.
• Fulfills organizational responsibilities as assigned including respecting/promoting patient rights; responding appropriately to emergency codes; sharing problems relating to patients and/or staff with immediate supervisor.
• Fulfills clinical medical assisting responsibilities that within scope of practice as described by nurse practice act, which may include medical/surgical asepsis, sterilization, instrument wrapping and autoclaving; checking vital signs ; physical examination preparations; clinical pharmacology; drug administration through various routes including injections; prescription verifications with physician’s orders; minor surgery assists including surgical tray set-up pre/post-surgical care, applying dressings, and suture removal; biohazard waste disposal and monitoring; therapeutic modalities; instructing patients with assistive devices, body mechanics, and home care; laboratory procedures including Occupational Safety and Health Administration (OSHA) guidelines; quality control methods; CLIA-waived testing; capillary punctures and venipuncture; specimen handling such as urine, throat, vaginal, stool, and sputum; electrocardiography including mounting, emergency triage, and first aid. Medical assistants must adhere to the MA scope of practice in the laboratory.
• Other duties as assigned.

Competencies:

Demonstrates the following competencies:

• Demonstrates professional/appropriate dress, verbal and non-verbal communication skills, and effective written communication skills
• Understands HIPAA guidelines and regulations, acknowledges patient rights
• Stands as a patient advocate, with appropriate empathy, resolve and respect in communication and actions with patient and family. Recognizes opportunity for improvement regarding patient concerns.
• Demonstrates continual learning, utilizes evidence-based practice to affect change.
• Cultivates effective partnerships and collaborations with providers
• Understands IT resources
• Appropriately delegates to ensure optimal operational workflow

Attitude/Customer Competencies

• Caring, compassionate, and approachable in all customer contacts
• Privacy – respects customers’ right to privacy and modesty
• Confidentiality – maintains customers’ confidentiality
• Telephone etiquette – speaks so that customers hear a smile
• Appearance – takes personal ownership in appearance and that of work environment
• Initiative – takes necessary steps to fix problems immediately
• Providing Direction and Customer Acknowledgment – provides personalized attention by being courteous, friendly, and helpful when responding to customers’ needs
• Timely service – recognizes that customers’ time is very valuable; provides them with prompt service
• Customer information/education – provides customers with the best information needed to make informed choices

Relationship Competencies/Work Group Competencies

• Demonstrates advocacy, respect and truth telling
• Demonstrates accountability for own actions
• Demonstrates ability to respectfully address interpersonal conflicts
• Takes initiative to help others
• Demonstrates a learning attitude toward solving problems
• Demonstrates openness to change and new learning
• Reports to work on time and has regular attendance
• Adheres to practice defined dress code
• Attends Staff meetings

Ethical Decision-Making

• Respects the needs, expectations and rights of all individuals
• Advocates the rights of all to a safe environment
• Uses sensitivity to cultural diversity to guide decision-making

Performance Improvement

• Identifies work processes and strives to reduce cost and increase satisfaction
• Identifies customers and demonstrates understanding of customers’ expectations
• Actively works to increase satisfaction of all
• Monitors customers’ satisfaction
• Takes active role in department process improvement efforts; demonstrates understanding of outcomes
• Demonstrates an understanding of responsibilities
• Demonstrates diagnostic thinking/reasoning
• Utilizes feedback from peers, supervisor, customers to drive performance and behaviors
• Prioritizes workplace safety

CERTIFICATION/LICENSE:

• Certification to work in a clinical role providing direct patient care required.
• LPN must possess active current Indiana licensure. Registered Nurse (RN) not required but possession of active current Indiana licensure.
• BLS certification thru the American Heart Association (AHA) and TB certification thru the American Lung Association (ALA) preferred.

ADDITIONAL LICENSURE/CREDENTIAL REQUIREMENTS:

• High school diploma or general equivalency diploma (GED).
• Medical Assistants must have graduated from a medical assisting program that is accredited by the Commission on Accreditation of Allied Health Education Programs (CAAHEP) or by the Accrediting Bureau of Health Education Schools (ABHES).
• Licensed Practical Nurse (LPN) must have active license within the state of Indiana. Registered Nurse (RN) not required but active license within the state of Indiana.
• Other certifications as required by assigned area of work (i.e., ACLS, PALS).

ADDITIONAL EDUCATION AND EXPERIENCE REQUIREMENTS:

• Three to five years of recent experience working in a medical practice as a certified medical assistant, LPN, or RN. Must be proficient in computer skills, including Microsoft Office (specifically Word and Excel), self-disciplined, energetic, and passionate.
• Should be highly organized and be well-developed in oral and written communication skills.
• Must demonstrate sound judgment, decision-making and problem-solving skills.
• Mandatory Continuing Education: Customer Service, Fire and Safety, Corporate Compliance (including Confidentiality), Infection Control, and education required by regulatory, accreditation bodies, scope of practice, and/or Hancock Health.