Job Summary

Provide direct and indirect patient care services that meet the psychosocial, physical and general aspects of care; meets the communication needs of patient and family; provide care that reflects initiative and responsibility indicative of professional expectations, under the supervision of a Registered Nurse. Maintain regulatory agency requirements, nursing and hospital policies, procedures and standards. Answer phone calls incoming to the clinic by patients and send each provider/MA/Nurse messages about patients’ needs or concerns. To return calls to patients with the answer to concerns/questions/request per direction for provider. Communicate with physicians and team members about changes in patient’s clinical condition, including results of diagnostic studies and symptomatology. Must be able to respond quickly and accurately to changes in condition or response to treatment and able to perform general medical assistant duties in all departments with adequate supervision. To provide safe, courteous and competent patient care.

Essential Job Responsibilities

• Promote the mission, vision, and values of the organization.
• Supervision, Mentoring and Management:
• Acts as a role model for employees providing exceptional leadership.
• Lead, train, and evaluate the performance of medical assistants.
• Supervise medical assistants and maintain working knowledge of all clinical department roles.
• Schedules personal meetings with direct reports at minimum of 4 times per year for established employees (over 1 year) and 8 times per year for new employees (4 meetings in first 120 days, bimonthly meetings after). Keeps record of completed meetings with staff members.
• Provide training on care management techniques, documentation standards, and compliance issues.
• Provide recognition to staff members when they have gone above and beyond.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
• Ensure staff follow organizational policies, medical protocols, and ethical guidelines.
• Schedule shifts and manage staff workloads to ensure smooth operations.
• Training and Development:
• Provide ongoing training to medical assistants to ensure up-to-date knowledge and skills.
• Ensure compliance with medical standards, regulations, and best practices.
• Patient Care Oversight:
• Ensure that medical assistants perform clinical duties, such as taking vitals, preparing patients for examinations, and assisting with medical procedures.
• Ensure excellent patient care and communication between patients and the healthcare team.
• Administrative Duties:
• Assist with maintaining patient records, scheduling appointments, and managing electronic health records (EHR).
• Handle patient inquiries and concerns, ensuring timely and accurate responses.
• Responsible for all timecard approvals, for all direct reports.
• Utilization Management:
• Monitor the outcomes of clinical interventions to improve patient care while minimizing unnecessary services.
• Quality Control & Compliance:
• Ensure that medical assistants adhere to health and safety regulations, including infection control protocols.
• Monitor the accuracy and completeness of medical records and documentation.
• Collaboration and Communication:
• Liaise between patients, families, and healthcare providers: Serve as a primary point of contact for patients and families, answering questions and facilitating communication.
• Communicate regularly with interdisciplinary teams to ensure cohesive and coordinated care delivery.
• Facilitate team meetings, case conferences, and care reviews.
• Communicate with patients and families to address concerns, provide updates, and clarify treatment plans.
• Participate in multidisciplinary team meetings to discuss patient care and progress, including patient updates and challenges i.e.: post code-huddles (rapid response, code blue, code black and safety committee meeting).
• Participate in assigned committee meetings: Provider Meeting, Clinic Huddle, Clovis Clinic Monthly Staff Meeting.
• Communicate with external organizations: Work with external agencies, including social services, community programs, and rehabilitation centers, to ensure patients receive the full spectrum of care.
• Reviews employee and patient satisfaction survey results with staff and develops and implements action plans to improve the work environment.
• Collaboration with Healthcare Providers:
• Work closely with physicians, nurses, and other healthcare providers to ensure efficient patient care.
• Ensures the development and maintenance of strong relationships while actively addressing and fulfilling the needs of providers.
• Communicate patient needs, issues, and any concerns to the healthcare team.
• Problem-Solving & Conflict Resolution:
• Address and resolve issues or conflicts among medical assistants or between staff and patients.
• Provide support in challenging situations to ensure smooth operational flow.
• Inventory & Supplies Management:
• Oversee the inventory of medical supplies and equipment, ensuring that medical assistants have the necessary tools to perform their duties.
• Place orders for new supplies as needed, ensuring timely delivery and budget compliance.
• Performance Monitoring & Reporting:
• Maintain the ability to perform all clinical duties of the support staff under supervision to ensure continuity of care and operational flexibility, particularly during staff shortages or peak demand times.
• Monitor the performance of medical assistants and provide feedback for improvement.
• Report to healthcare managers or administrators on staff performance, operational concerns, and patient care quality.
• Step into clinical roles as necessary, filling in for support staff during absences, or in cases of emergencies, ensuring high-quality patient care.

Non-Essential Functions

• Performs other duties as assigned.

Qualifications

• CMA/CNA preferred

Professional Requirements

• Adhere to dress code, appearance is neat and clean.
• Complete annual education requirements.
• Always maintain patient confidentiality.
• Report to work on time and as scheduled.
• Wear identification while on duty.
• Maintain regulatory requirements, including all state, federal and local regulations.
• Always represent the organization in a positive and professional manner.
• Comply with all organizational policies and standards regarding ethical business practices.
• Communicate the mission, ethics and goals of the organization.
• Participate in performance improvement and continuous quality improvement activities.
• Attend regular staff meetings and in-services.

Knowledge, Skills, and Abilities

• Knowledge of clinic services and practices
• Strong organizational and interpersonal skills
• Ability to determine appropriate course of action in more complex situations
• Ability to work independently, exercise creativity, be attentive to detail, and maintain a positive attitude
• Ability to manage multiple and simultaneous responsibilities and to prioritize scheduling of work
• Ability to maintain confidentiality of all medical, financial, and legal information
• Ability to complete work assignments accurately and in a timely manner
• Ability to communicate effectively, both orally and in writing
• Ability to handle difficult situations involving patients, physicians, support staff or others in a professional manner

Physical Requirements and Environmental Conditions

• Working irregular hours including after hours if needed
• Physically demanding, high-stress environment
• Exposure to blood and body fluids, communicable diseases, chemicals, radiation, and repetitive motions
• Pushing and pulling heavy objects
• Full range of body motion including handling and lifting patients
• Manual and finger dexterity
• Hand and eye coordination
• Standing and walking for extensive periods of time
• Corrected vision and hearing to within normal range
• Position requires light to moderate work with 50 pounds maximum weight to lift and carry.
• Position requires reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.