Lead Medical Assistant - Mountain View

ORGANIZATION

The mission of Ravenswood Family Health Network (RFHN) is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.

POSITION SUMMARY

As an experienced Medical Assistant, the Lead Medical Assistant/Flow Coordinator assists the Site or Department Floor Supervisor with Medical Assistant staff assignments, with clinical support to Providers, and with administrative support to the Site or Department Floor Supervisor. As the Flow Coordinator, this position is responsible to ensure patient schedules are filled, to assure efficient patient flow, and to jockey the schedules to accommodate same day appointment requests.

DUTIES AND RESPONSIBILITIES

To be performed in accordance with RFHN Policies and Procedures

Flow Coordination

• Opens the Department:

• Opens all exam rooms, turns on lights and computers;

• Unlocks Provider of the Day Cabinets;

• Places staffing schedule, room assignments, and other info in department video monitors;

• Pulls out the "To be Scanned" and "POD" boxes for providers.

• Reviews and monitors all Provider Schedules in the department.

• Communicates with team to ensure all patients are reconfirmed and that any unconfirmed patients are called for the day.

• Communicates with Front Office staff to assure efficient, timely patient flow and care, and the enforcement of late arrival and no-show policies:

• Reason for visit;

• Patient insurance changes or issues;

• When patient will be seen and with which provider.

• Works with Nurses to triage walk-in patients for apparent non-urgent issues or if all provider schedules are full:

• Assists with Nurses in-basket to backfill missed appointments;

• Assists Nurses with filling the Same-Day access slots.

• Assures that well child exams are scheduled and completed according to required timeline.

• Assures that back office staff communicates wait times to patients.

• Assures that there is continuity of care when patients are assigned to provider panels.

• Jockeys the schedule to accommodate walk-ins, or same-day add-ons if patients missed their appointment:

• To keep patient flow moving, appointments need to be scheduled immediately;

• Informs the MA/Provider team of the add-on patient to their schedule;

• If the PCP does not have an open spot available, will need to ask the MA/Provider team if patient can be added to the schedule and if so, at what time.

• Assists Medical Assistants with completing work outside of the patient visit:

• Ensures prescription refills are correctly routed to Providers in the EHR system;

• Monitors patient forms to ensure they are complete and ready for pick up by patient, according to protocol.

• Carries out general duties as a Medical Assistant assuring smooth patient flow; provides backup in event of staff shortage.

• Performs general clerical duties:

• Answers phones;

• Retrieves and sends faxes;

• Assists staff with making follow up or specialty appointments for patients.

• Reminds Medical Assistants to take their breaks/lunch in a timely manner.

• Works with Site or Department Manager and Site or Department Supervisor to help resolve staff coverage, missing supplies, broken machines, etc.

• Steps in to cover if necessary to balance staffing schedule.

• Maintains a calm and positive demeanor.

• Treats all patients and staff with courtesy and professionalism.

• Fosters an environment that promotes trust and cooperation.

• Assists as backup for Vaccine Management Support as needed, in the event the Site or Department Supervisor is unavailable.

• Other duties as assigned and requested.

Site or Department Support

• Assists in creating and reviewing weekly back office staff schedules with the Site or Department Floor Supervisor to assure adequate Provider-MA support. This includes reviewing and modifying daily and weekly schedules using the Practice Management system and SharePoint as well as assuring that Medical Assistants are on time for lunch and break schedules.
• Assigns tasks to Medical Assistants who may not already have a provider or an assigned task or project.
• Diverts major patient complaints to the Site or Department Floor Supervisor.
• Provides backup for the Site or Department Floor Supervisor in their absence.
• Is able to direct Providers and/or Medical Assistants to the appropriate person in case questions or issues arise.
• Collaborates with the Site or Department Floor Supervisor on creating bi-weekly staff meeting agendas.
• Promotes teamwork amongst the MA/Provider staff.
• Points out improvements that may need to be made with staff and/or patient flow.
• Participates in staff development and new staff training.
• Attends all appropriate staff meetings and trainings.
• Other duties as assigned and requested.