Medical Assistant Lead

As delegated by and under indirect supervision of clinic nursing supervisor, and with direction from charge nurse, staff nurse, or practitioner, supports practitioner and clinical team to accomplish proactive patient management. Performs variety of technical, clerical, receptionist and patient care duties to assist practitioners and other members of health care team in providing high quality patient care through health care system. Prepares sterile and un-sterile fields and assists practitioner with minor procedures and occasional office-based surgical procedures. Identifies, draws up, and labels medications for immediate verification and use by the practitioner. Assists in resolving and/or responding to non-clinical related patient complaints and inquires. Acts as preceptor/trainer. Collaborates with clinic nursing supervisor to develop operational strategies and process improvements for department/unit. Assists practitioner with highly specialized procedures (i.e. frequent office-based surgical procedures, chain of custody urine collection, splint manufacturing, medicine administration) after completion of training and competency requirements, in accordance with policies/procedures, and as delegated by clinic nursing supervisor and ordered by authorized practitioner. Assists nursing supervisor with coaching, mentoring and monitoring medical assistant staff performance to ensure efficiency and maximization of resources. Monitors work assignments and provides assistance to medical assistant staff. Serves as liaison between clinic nursing supervisor, staff and other departments. Monitors and reviews data to assure adequate staff coverage for practitioners. Prepares various reports and staff schedules. Follows and assists with implementation of policies, procedures, and workflow process improvement. Serves as role model to staff.

• Interacts with patients, families, customers, and other members of health care team in courteous and professional manner. Recognizes needs and concerns of members and employees while maintaining positive working relationships.
• Obtains, identifies and records vital signs, prevention data, medications, chief complaints and other pertinent information. Demonstrates and applies critical thinking. Observes, records and reports pertinent patient symptoms, reactions, condition changes and information. Immediately Identifies and reports to RN or practitioner all adverse observations, reactions, conditions or emergency situations. Uses data systems to identify and pend orders for prevention and screening services. Provides for physical and emotional comfort, and safety of patient. Accepts orders from practitioner for treatments and procedures conducted in unit within scope of work and competencies. Transcribes patient specific data into electronic system using practitioner generated ICD-9 and CPT codes for purposes of billing, coding, and clinical data reporting and analysis.
• Anticipates providers needs during patient procedures. Adjusts to changes in procedures, assignments, or workload as directed by provider.
• Serves as member of health care team. Performs efficiently and remains calm in emergency patient care/clinic situations. Follows established procedures and informs appropriate persons. Prioritizes care based on acuity of patient.
• Prepares room and instruments for use during exam or procedure. Assists practitioner or RN with wide variety of patient care procedures and tests. Collects, labels and processes specimens as required by practitioner and in accordance with policies and procedures. Performs point-of-care laboratory tests as authorized by policy and delegated by nursing supervisor.
• Reviews written instructions/educational materials with patient and family regarding preparation and/or follow-up for diagnostic tests, medical procedures, surgeries, and treatments as ordered by practitioner, nurse or nursing supervisor.
• Coordinates efforts with nursing supervisor, staff and other departments to maintain standards of patient care.
• As ordered by practitioner, applies and removes dressings and pads. As ordered by practitioner and under direct supervision of nurse or practitioner, and after completion of training and competency requirements, applies and removes unna boots. Packs wounds under personal supervision of practitioner or RN.
• Applies and instructs patients in the use of pre-manufactured splints, braces and other orthotic devices using pre-printed instructions.
• As delegated by nursing supervisor, nurse and/or practitioner, in accordance with established guidelines, policies and procedures, and upon completion of clinical competency requirements assists practitioner by setting up sterile and unsterile fields and assisting with routine, minor surgical procedures. In accordance with established guidelines, policies and procedures identifies, draws-up and labels medications on sterile and unsterile field for immediate verification and administration by the practitioner. Verbalizes preparation and shows practitioner medication container. As ordered by authorized practitioner, calls patient prescriptions to pharmacy. In accordance with established guidelines, policies and procedures, as ordered by authorized practitioner and delegated by nurse, and upon completion of clinical competency requirements assists practitioner with highly specialized procedures (i.e. medicine administration, highly specialized and technical office-based medical or surgical procedures, splint manufacture, chain of custody urine collection).
• Respects patients rights to privacy, dignity and safety. Provides emotional support to patients as appropriate.
• Documents patient care interactions and activities following clinic standards, including all findings, instructions and patient responses.
• Ensures equipment is available and in clean, safe and operable condition. Follows appropriate procedures for reporting malfunctions, repairs or replacements within limits of authority. Identifies and reports equipment needing required maintenance or inspection. Implements corrective measures, enhancements or modifications as instructed. Assures equipment undergoes required maintenance and inspection.
• Maintains and promotes clean, safe and well-equipped environment for patients, family members and staff. Follows departmental and organizational directives to isolate and process contaminated instruments and supplies. Cleans rooms, furniture, instruments and equipment according to established polices and procedures.
• Reviews, compiles, documents and prepares paper or on-line clinical records for clinical encounters. Retrieves other clinical documentation and records as requested. Retrieves and/or delivers mail for practitioners and healthcare team members. Informs practitioner of diagnostic results to assure expeditious follow up. Notifies practitioner of patient cancellations, postponements, and failures to show.
• Encourages open channel of communication with co-workers and supervisor. Relays pertinent information to staff members in own department or other departments. Assures information is accurate and complete. Serves as resource to and liaison between medical assistant staff and supervisor/leadership for non-clinical related topics. Communicates with other leads or medical assistants to stay abreast of common problems/issues and best practices. Attends meetings related to functioning of clinic/department team.
• Assists patients and/or family members with non-clinical complaints or inquiries, such as customer service, appointment scheduling, etc. Refers clinical related problems or issues requiring higher level intervention to clinic nursing supervisor or designated patient concerns resource personnel. Assists with difficult non-clinical problems or patient complaints.
• Receives telephone calls. Transfers calls from patients for clinical concerns or questions to registered nurse (RN) or practitioner. Provides information to callers on service related questions. Arranges patient appointments based on guidelines specific to severity level and type of procedure. Answers and makes telephone calls regarding prescription refills. Relays normal diagnostic results according to patient specific instructions as ordered by practitioners. Relays messages between caller and practitioner or other member of health care team. Processes referrals as directed.
• Assists and supports receptionist(s) with daily and procedure/operating room schedules. Prepares and administers monthly calendar and practitioners schedules as they intersect with other departments and services. Identifies and reports problems with accuracy and completeness of appointment data, monthly practitioner and nursing schedules. Reviews, coordinates and documents scheduling corrections and changes. Adjusts practitioner schedules to accommodate same day appointments, patient surgeries/procedures, and/or patients schedule.
• Maintains familiarity with various schedules, clinic procedures, surgeries, coding techniques and preferences unique to individual practitioners and nursing staff.
• Assists in meeting organizational standards by gathering documents for practitioner notes and orders, and alerting about problems. Transcribes patient specific data into electronic system using practitioner generated ICD-9 and CPT codes for purposes of billing, coding and clinical data reporting and analysis.
• Directs patient to business office for financial concerns.
• Communicates with medical assistant staff regarding non-clinical policies, procedures, standards, expectations and workflow. Ensures understanding or and compliance with same by staff. Instructs appropriately and corrects as necessary.
• Assures office, exam rooms and storage area is adequately stocked with supplies.
• Represents, attends and participates regularly in staff meetings, interdepartmental committees, and other department meetings to address concerns and issues in department/clinic and for improvement of patient care.
• Uses supplies conservatively to maintain inventory control and contain costs. Orders, inventories and maintains maintenance records/par levels of supplies.
• Prioritizes and coordinates daily workflow and activities. Prioritizes and coordinates work assignments of medical assistants to assure adequate coverage during clinic hours and absences. Assigns medical assistant staff as appropriate to perform secondary duties (e.g. receptionist, clerical duties). Develops work schedules and assignments. Schedules and monitors staff breaks. Verifies staff timecards. Prepares various reports and staff schedules as appropriate.
• Participates in projects as requested.
• Adheres to organizational, departmental and clinic specific standards, policies, procedures, processes, protocols or guidelines. Performs duties in accordance with departmental scope of service and medical assistant scope of work.
• Demonstrates and applies knowledge, skills and competency in required clinical skills and use of clinical equipment.
• Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served.
• Demonstrates sufficient knowledge, skills, and abilities in area of specialization.
• Assists with orientation of new clinic personnel. Updates nursing supervisor on new employees progress. Notifies nursing supervisor when special training required.
• Acts as preceptor/trainer or assists in training of new clinic personnel on non-clinical procedures. Provides feedback to nursing supervisor on progress and performance. Provides training and in-services to existing staff on medical assisting related topics that are within scope of practice. Works with nursing supervisor and appropriate staff to implement training and monitoring measurements. Assists in orienting, training, coaching, and mentoring of medical assistant staff. Assists clinic nursing supervisor in monitoring and evaluating medical assistant staff performance.
• Recommends changes in non-clinical activities and department/unit activities to improve quality of patient care and balance workflow. Collaborates with nursing supervisor to develop operation strategies. Identifies issues and recommends solutions. Monitors service levels and department operations on real-time basis. Notifies clinic nursing supervisor of any developing process problems/issues and identifies any causes for degraded service levels requiring immediate attention. Recommends alternatives to balance workflow. Collaborates with nursing supervisor to develop operation strategies.
• Collaborates with and assists team, leadership and other committees as appropriate to design, plan, coordinate and implement work flow process improvements. Identifies issues and recommends solutions.

As delegated by and under indirect supervision of clinic nursing supervisor, and with direction from charge nurse, staff nurse, or practitioner, supports practitioner and clinical team to accomplish proactive patient management. Performs variety of technical, clerical, receptionist and patient care duties to assist practitioners and other members of health care team in providing high quality patient care through health care system. Prepares sterile and un-sterile fields and assists practitioner with minor procedures and occasional office-based surgical procedures. Identifies, draws up, and labels medications for immediate verification and use by the practitioner. Assists in resolving and/or responding to non-clinical related patient complaints and inquires. Acts as preceptor/trainer. Collaborates with clinic nursing supervisor to develop operational strategies and process improvements for department/unit. Assists practitioner with highly specialized procedures (i.e. frequent office-based surgical procedures, chain of custody urine collection, splint manufacturing, medicine administration) after completion of training and competency requirements, in accordance with policies/procedures, and as delegated by clinic nursing supervisor and ordered by authorized practitioner. Assists nursing supervisor with coaching, mentoring and monitoring medical assistant staff performance to ensure efficiency and maximization of resources. Monitors work assignments and provides assistance to medical assistant staff. Serves as liaison between clinic nursing supervisor, staff and other departments. Monitors and reviews data to assure adequate staff coverage for practitioners. Prepares various reports and staff schedules. Follows and assists with implementation of policies, procedures, and workflow process improvement. Serves as role model to staff.

• Interacts with patients, families, customers, and other members of health care team in courteous and professional manner. Recognizes needs and concerns of members and employees while maintaining positive working relationships.
• Obtains, identifies and records vital signs, prevention data, medications, chief complaints and other pertinent information. Demonstrates and applies critical thinking. Observes, records and reports pertinent patient symptoms, reactions, condition changes and information. Immediately Identifies and reports to RN or practitioner all adverse observations, reactions, conditions or emergency situations. Uses data systems to identify and pend orders for prevention and screening services. Provides for physical and emotional comfort, and safety of patient. Accepts orders from practitioner for treatments and procedures conducted in unit within scope of work and competencies. Transcribes patient specific data into electronic system using practitioner generated ICD-9 and CPT codes for purposes of billing, coding, and clinical data reporting and analysis.
• Anticipates providers needs during patient procedures. Adjusts to changes in procedures, assignments, or workload as directed by provider.
• Serves as member of health care team. Performs efficiently and remains calm in emergency patient care/clinic situations. Follows established procedures and informs appropriate persons. Prioritizes care based on acuity of patient.
• Prepares room and instruments for use during exam or procedure. Assists practitioner or RN with wide variety of patient care procedures and tests. Collects, labels and processes specimens as required by practitioner and in accordance with policies and procedures. Performs point-of-care laboratory tests as authorized by policy and delegated by nursing supervisor.
• Reviews written instructions/educational materials with patient and family regarding preparation and/or follow-up for diagnostic tests, medical procedures, surgeries, and treatments as ordered by practitioner, nurse or nursing supervisor.
• Coordinates efforts with nursing supervisor, staff and other departments to maintain standards of patient care.
• As ordered by practitioner, applies and removes dressings and pads. As ordered by practitioner and under direct supervision of nurse or practitioner, and after completion of training and competency requirements, applies and removes unna boots. Packs wounds under personal supervision of practitioner or RN.
• Applies and instructs patients in the use of pre-manufactured splints, braces and other orthotic devices using pre-printed instructions.
• As delegated by nursing supervisor, nurse and/or practitioner, in accordance with established guidelines, policies and procedures, and upon completion of clinical competency requirements assists practitioner by setting up sterile and unsterile fields and assisting with routine, minor surgical procedures. In accordance with established guidelines, policies and procedures identifies, draws-up and labels medications on sterile and unsterile field for immediate verification and administration by the practitioner. Verbalizes preparation and shows practitioner medication container. As ordered by authorized practitioner, calls patient prescriptions to pharmacy. In accordance with established guidelines, policies and procedures, as ordered by authorized practitioner and delegated by nurse, and upon completion of clinical competency requirements assists practitioner with highly specialized procedures (i.e. medicine administration, highly specialized and technical office-based medical or surgical procedures, splint manufacture, chain of custody urine collection).
• Respects patients rights to privacy, dignity and safety. Provides emotional support to patients as appropriate.
• Documents patient care interactions and activities following clinic standards, including all findings, instructions and patient responses.
• Ensures equipment is available and in clean, safe and operable condition. Follows appropriate procedures for reporting malfunctions, repairs or replacements within limits of authority. Identifies and reports equipment needing required maintenance or inspection. Implements corrective measures, enhancements or modifications as instructed. Assures equipment undergoes required maintenance and inspection.
• Maintains and promotes clean, safe and well-equipped environment for patients, family members and staff. Follows departmental and organizational directives to isolate and process contaminated instruments and supplies. Cleans rooms, furniture, instruments and equipment according to established polices and procedures.
• Reviews, compiles, documents and prepares paper or on-line clinical records for clinical encounters. Retrieves other clinical documentation and records as requested. Retrieves and/or delivers mail for practitioners and healthcare team members. Informs practitioner of diagnostic results to assure expeditious follow up. Notifies practitioner of patient cancellations, postponements, and failures to show.
• Encourages open channel of communication with co-workers and supervisor. Relays pertinent information to staff members in own department or other departments. Assures information is accurate and complete. Serves as resource to and liaison between medical assistant staff and supervisor/leadership for non-clinical related topics. Communicates with other leads or medical assistants to stay abreast of common problems/issues and best practices. Attends meetings related to functioning of clinic/department team.
• Assists patients and/or family members with non-clinical complaints or inquiries, such as customer service, appointment scheduling, etc. Refers clinical related problems or issues requiring higher level intervention to clinic nursing supervisor or designated patient concerns resource personnel. Assists with difficult non-clinical problems or patient complaints.
• Receives telephone calls. Transfers calls from patients for clinical concerns or questions to registered nurse (RN) or practitioner. Provides information to callers on service related questions. Arranges patient appointments based on guidelines specific to severity level and type of procedure. Answers and makes telephone calls regarding prescription refills. Relays normal diagnostic results according to patient specific instructions as ordered by practitioners. Relays messages between caller and practitioner or other member of health care team. Processes referrals as directed.
• Assists and supports receptionist(s) with daily and procedure/operating room schedules. Prepares and administers monthly calendar and practitioners schedules as they intersect with other departments and services. Identifies and reports problems with accuracy and completeness of appointment data, monthly practitioner and nursing schedules. Reviews, coordinates and documents scheduling corrections and changes. Adjusts practitioner schedules to accommodate same day appointments, patient surgeries/procedures, and/or patients schedule.
• Maintains familiarity with various schedules, clinic procedures, surgeries, coding techniques and preferences unique to individual practitioners and nursing staff.
• Assists in meeting organizational standards by gathering documents for practitioner notes and orders, and alerting about problems. Transcribes patient specific data into electronic system using practitioner generated ICD-9 and CPT codes for purposes of billing, coding and clinical data reporting and analysis.
• Directs patient to business office for financial concerns.
• Communicates with medical assistant staff regarding non-clinical policies, procedures, standards, expectations and workflow. Ensures understanding or and compliance with same by staff. Instructs appropriately and corrects as necessary.
• Assures office, exam rooms and storage area is adequately stocked with supplies.
• Represents, attends and participates regularly in staff meetings, interdepartmental committees, and other department meetings to address concerns and issues in department/clinic and for improvement of patient care.
• Uses supplies conservatively to maintain inventory control and contain costs. Orders, inventories and maintains maintenance records/par levels of supplies.
• Prioritizes and coordinates daily workflow and activities. Prioritizes and coordinates work assignments of medical assistants to assure adequate coverage during clinic hours and absences. Assigns medical assistant staff as appropriate to perform secondary duties (e.g. receptionist, clerical duties). Develops work schedules and assignments. Schedules and monitors staff breaks. Verifies staff timecards. Prepares various reports and staff schedules as appropriate.
• Participates in projects as requested.
• Adheres to organizational, departmental and clinic specific standards, policies, procedures, processes, protocols or guidelines. Performs duties in accordance with departmental scope of service and medical assistant scope of work.
• Demonstrates and applies knowledge, skills and competency in required clinical skills and use of clinical equipment.
• Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served.
• Demonstrates sufficient knowledge, skills, and abilities in area of specialization.
• Assists with orientation of new clinic personnel. Updates nursing supervisor on new employees progress. Notifies nursing supervisor when special training required.
• Acts as preceptor/trainer or assists in training of new clinic personnel on non-clinical procedures. Provides feedback to nursing supervisor on progress and performance. Provides training and in-services to existing staff on medical assisting related topics that are within scope of practice. Works with nursing supervisor and appropriate staff to implement training and monitoring measurements. Assists in orienting, training, coaching, and mentoring of medical assistant staff. Assists clinic nursing supervisor in monitoring and evaluating medical assistant staff performance.
• Recommends changes in non-clinical activities and department/unit activities to improve quality of patient care and balance workflow. Collaborates with nursing supervisor to develop operation strategies. Identifies issues and recommends solutions. Monitors service levels and department operations on real-time basis. Notifies clinic nursing supervisor of any developing process problems/issues and identifies any causes for degraded service levels requiring immediate attention. Recommends alternatives to balance workflow. Collaborates with nursing supervisor to develop operation strategies.
• Collaborates with and assists team, leadership and other committees as appropriate to design, plan, coordinate and implement work flow process improvements. Identifies issues and recommends solutions.

• Two (2) years medical assistant experience with knowledge of quality improvement process.
• Rank 91B10 or higher as Army Medical Specialist or other military branch Medical Specialist equivalent with eighteen months experience, or graduate of medical assisting program with one (1) year continuous experience.
• If medication administration required of job, then must obtain passing score of 80% on pharmacology exam and attend class sponsored by Kaiser Permanente on Administration of Medications (and complete required medication administration competency annually).
• If assisting in office-based medical or surgical procedures requiring highly specialized equipment is required of job, then  must successfully complete  and maintain required competencies annually for the general surgical assistant role, the specific procedures in which they assist and the specialized handling and cleaning of the equipment.

• Graduate of post high school medical assisting program with 200 hours clinical externship or military medical specialist training; or equivalent combination of education (lesser) & experience may be considered in lieu of requirements.
• (Fully qualified RN or LPN may be considered as equivalent to education and training listed above).

• Basic Life Support from American Heart Association

• Demonstrated knowledge of and skill in interpersonal relations, customer service, detail-oriented, problem solving, teamwork, creativity/innovation, meet variable workloads, flexibility, prioritize, multi-tasking, leadership, coordination, group presentation, conflict resolution, written communication, and oral communication.
• Talking to co-workers, customers, outside vendors, and on the telephone.
• Reading, writing, speaking and understanding English.
• Training/giving and receiving instructions.
• Mathematical ability, attention to detail (e.g., organization, prioritization, proofing), concentration, and alertness.

• Knowledge of Kaiser Permanente systems and organizational structure, policies, procedures, and operational systems and processes.

• Two (2) years medical assistant experience with knowledge of quality improvement process.
• Rank 91B10 or higher as Army Medical Specialist or other military branch Medical Specialist equivalent with eighteen months experience, or graduate of medical assisting program with one (1) year continuous experience.
• If medication administration required of job, then must obtain passing score of 80% on pharmacology exam and attend class sponsored by Kaiser Permanente on Administration of Medications (and complete required medication administration competency annually).
• If assisting in office-based medical or surgical procedures requiring highly specialized equipment is required of job, then  must successfully complete  and maintain required competencies annually for the general surgical assistant role, the specific procedures in which they assist and the specialized handling and cleaning of the equipment.

• Graduate of post high school medical assisting program with 200 hours clinical externship or military medical specialist training; or equivalent combination of education (lesser) & experience may be considered in lieu of requirements.
• (Fully qualified RN or LPN may be considered as equivalent to education and training listed above).

• Basic Life Support from American Heart Association

• Demonstrated knowledge of and skill in interpersonal relations, customer service, detail-oriented, problem solving, teamwork, creativity/innovation, meet variable workloads, flexibility, prioritize, multi-tasking, leadership, coordination, group presentation, conflict resolution, written communication, and oral communication.
• Talking to co-workers, customers, outside vendors, and on the telephone.
• Reading, writing, speaking and understanding English.
• Training/giving and receiving instructions.
• Mathematical ability, attention to detail (e.g., organization, prioritization, proofing), concentration, and alertness.

• Knowledge of Kaiser Permanente systems and organizational structure, policies, procedures, and operational systems and processes.

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