Medical Assistant I (MA), Call Center - University of Maryland Medical System

Located in Largo in the heart of Prince George’s County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince George’s County residents.

POSITION SUMMARY

Performs administrative and certain clinical duties under the direction of physician. Administrative duties may include scheduling appointments, maintaining medical records, billing, and coding for insurance purposes. Clinical duties may include taking and recording vital signs and medical histories, preparing patients for examination, drawing blood, and administering medications as directed by physician.

Principal Duties:

Clinical

1.   Collects historical health information from patients ( to include pediatrics).

2.   Administers vaccinations and other medications (subcutaneous and IM) as ordered by provider.

3.   Take record and vital signs, height and weight, vision text, hearing test, etc.

4.   Clean and sterilize medical instruments and equipment.

5.   Stocks exam rooms with supplies and assist with managing inventory.

6.   Follow-up abnormal findings over the phone at the request of the providers.

7.   Performs routine tests Point of Care test such as  pregnancy tests, spirometry, glucose checks, and PT/INR

8.   Works directly with the providers as assigned.

9.   Documents demographical and/or medical information into the electronic medical record and/or medical record with an ability to retrieve specific data accordingly.

10. Follows up on referrals and labs in the assigned providers clinical work box within the EMR.

11. Apply principles of aseptic technique and infection control.

12. Comply with quality assurance practices.

13. Performs inventory of supplies and equipment.

14. Performs routine maintenance of administrative and clinical equipment.

15. Practice within legal and ethical boundaries.

16. Complies with established risk management and safety regulations.

Administrative

1.   Performs basic administrative medical assisting functions per department/facility guidelines.

2.   Schedule, coordinate, and monitor appointments where necessary to include conducting follow-up telephone calls.

3.   Comprehends and adheres to managed care policies and procedures.

4.   Welcomes patients and visitors by greeting patients and visitors, in person or on the telephone; answering or referring inquiries.

5.   Keeps patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider/clinical staff of service delays.

6.   Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining the reception area.

7.   Maintains patient accounts by obtaining, recording, and updating personal and financial information.

8.   Enters patient’s office charges daily.

9.   Verifies eligibility of insurance.

10. Utilizes electronic technology to receive, organize, prioritize and transmit information per department/facility guidelines.

General

1.   Maintains professionalism while conducting department/facility business.

2.   Prioritize and performs multiple tasks.

3.   Recognize and respect cultural diversity.

4.   Utilizes medical terminology appropriately.

Customer Service:

1.   Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2.   Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.

3.   Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4.   Keeps customer’s information confidential, including public places such as elevators or the cafeteria.

5.   Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6.   Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

Commitment to Co-Workers:

1.   Offers assistance to colleagues and other departments when needed.

2.   Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3.   Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4.   Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences.

5.   Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

Communication Etiquette:

1.   Respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions.

2.   Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3.   Does not text or use e-mail during meetings (except for exigent or emergency situations).

4.   Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5.   Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate).  Asks permission before placing the caller on hold or using the speakerphone.  If caller is transferred, gives the caller the extension number of the person he or she is being transferred to.  Offers further assistance to the caller upon completing the conversation.

6.   Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7.   Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8.   Always mindful of voice and language in public.

Self Management:

1.   Reports to work appropriately groomed and in compliance with the Hospital’s dress code.  Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2.   Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3.   Completes mandatory, annual education and competency requirements.

4.   Follows UMCAP safety, infection control and employee health standards.

5.   Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6.   Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards.  Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences.  Provides notification of absences, lateness and vacation requests according to department guidelines.  Respects length of time for lunch and break times.

7.   Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement.

POSITION REQUIREMENTS:

Licensure/Certification/Registration

Required:  Current certification as a Medical Assistant from one of the following organizations: American Association of Medical Assistants (CMA); National Healthcare Associates (CCMA), or be a Registered Medical Assistant with the American Medical Technologist (RNA) or The American Registry of Medical Assistants.

Other:

Life Support Certification:  

Basic Life Support – Health Care Provider (BLS-HCP)

Education/Knowledge

Attained Level: Entry level

Completed Course Work/Program:  Medical Assistant Program completion

Applicable Experience

Experience (years):                                               Preferred:   1 year

Experience (describe required & preferred):  Experience as a Medical Assistant within a private practice, community health and/or public health setting preferred.  Certification as a Medical Assistant preferred.

Technical/Clinical Skills

Microsoft Office Suite Skill Level 

Word: Basic                                                  Excel: Basic

PowerPoint:  Basic                                         Access:  Not applicable

Basic knowledge and working experience with Medical Terminology

Standard Office Equipment (list):   Computers, Xerox machines

Medical Equipment (list):   BP machine, Spirometry, EKG,

Other:         Team player, goal oriented and highly adaptable; Self starter, efficient, and professional and promotes the organization through positive public relations; Excellent interpersonal, analytical, communication skills; Embrace challenges and provides solutions. High level of punctuality and organization; must be customer service oriented    Phlebotomy; EMR experience preferred.

Communication Skills & Abilities

Bilingual:       Preferred            Other Language:    Spanish

All your information will be kept confidential according to EEO guidelines.