Floor Captain - Medical Assistant - Eskenazi Health Center OCC2 (Main Campus)

HHC•Indianapolis, IN

11d•Hybrid

About The Position

Floor Captains are key leaders within Primary Care Health Centers, supporting clinic operations, mentoring team members, and helping drive exceptional patient care. This role plays an important part in advancing value-based care by promoting quality outcomes, preventive health initiatives, care coordination, and patient engagement. The Floor Captain is the nurse or medical assistant overseeing the patient experience during face-to-face encounters with providers and other team members. This includes door-to-door time, customer service, and direct provision of patient care. The Floor Captain is also responsible for assisting the Team Captain with returning patient phone calls, obtaining prescription refills, and providing test results to patients. The Floor Captain serves as Team Captain in the event of the Team Captain's absence. Floor Captains who are medical assistants will participate in patient evaluation, patient education and other functions consistent with their training and under the supervision of nurses or providers.

Requirements

Graduation from an education program for the medical assistant required
Certified or Registered Medical Assistant required
Minimum of 4 years of experience with 1 year of Eskenazi Health experience required; External applicants must have at least 5 years of experience
Previous experience as a lead required
CPR certification (American Heart Association Healthcare Provider CPR certification is preferred)
Serves in role of Medical Assistant Preceptor
Bilingual in English and Spanish preferred; may be deemed necessary at certain locations
PRIMARY CARE ONLY - At the direction of health center leadership, the individual may be required to travel to other health center locations to provide coverage for continuity of operations.

Nice To Haves

CPR certification (American Heart Association Healthcare Provider CPR certification is preferred)
Bilingual in English and Spanish preferred

Responsibilities

Overseeing the patient experience during face-to-face encounters with providers and other team members, including door-to-door time, customer service, and direct provision of patient care.
Assisting the Team Captain with returning patient phone calls, obtaining prescription refills, and providing test results to patients.
Serving as Team Captain in the event of the Team Captain's absence.
Participating in patient evaluation, patient education and other functions consistent with medical assistant training and under the supervision of nurses or providers.
Delivering courteous, sincere, and sensitive customer service.
Responding in a timely manner to patient/family and other team member needs and requests.
Solving problems for patients, families and staff.
Coordinating and delivering direct patient care for their assigned team.
Innovating, taking risks and experimenting to improve outcomes.
Enabling colleagues to succeed through teamwork, encouragement and empowerment.
Modeling professionalism and dedication; setting an example for others to follow.
Celebrating staff accomplishments, mentoring others.
Assigning team members role-appropriate responsibility and authority.
Assisting team members in professional growth by delegating tasks within their scope of practice and competence.
Holding staff members accountable for completing the tasks assigned to them.
Recognizing conflict and addressing it early; monitoring body language and subtle cues.
Remaining calm in a conflict situation.
Working to seek a solution that is good for both parties to the conflict.
Promoting the effective stewardship of resources.
Assisting site management in meeting budget targets.
Promoting practice growth through attracting and retaining new patients.
Assuring adequate resources are available.
Engaging the patient care team to achieve excellence in patient care and management.
Working from the assigned team room to facilitate team care.
Coordinating direct patient care, assisting with administration of vaccines, performing EKGs, blood draws and other procedures.
Ensuring that patients receive appropriate education regarding new diagnoses, new medications, as well as wellness recommendations.
Verifying cleanliness of exam rooms, and adequate stocks of supplies.
Supporting regulatory compliance.
Ensuring timely discharge of patients occurs in collaboration with the provider and team members, including medication reconciliation, appointments are scheduled to specialty clinics, and patients are handed off to the referral coordinator for necessary preauthorizations.
Demonstrating clinical nursing competence, understanding of job expectations and compliance with organizational policies and procedures.
Anticipating, recognizing, and intervening appropriately in situations that place patient/family at risk.
Administering medications safely and legally within scope of practice.
Promoting self-management with patients and families.
Ensuring discharge planning occurs in collaboration with the provider and other team members.