OBGYN – Limited Term - Medical Assistant Patient Service Representative

UCSF Health Medical Foundation•Berkeley, CA

2d•Hybrid

About The Position

UCSF Health Medical Foundation is a multispecialty physician foundation focused on advanced maternal and pediatric care. We are committed to diversity and an inclusive working environment. This position provides clinical support for patients and physicians in OB-GYN and other clinics, performing front and back office tasks to ensure smooth patient care and workflows. The role is primarily located in East Bay clinical settings (Berkeley and Hercules) but also covers San Mateo/Peninsula settings. Schedule and location assignments depend on staffing needs and may change monthly or even daily. This role involves a blend of Medical Assistant (MA) and Patient Service Representative (PSR) duties. As an MA, you will manage rooming, assist clinicians, prepare patients for exams, provide patient education, manage EHR in-baskets, handle test results, and coordinate patient care. As a PSR, you will manage patient inquiries regarding registration, scheduling, billing, and MyChart support, check patients in/out, post payments, update demographics, and troubleshoot billing issues. You will also be responsible for clinical support tasks such as hand hygiene, PPE use, sterile technique, specimen collection, and medication administration (following strict protocols). EHR documentation, including vital signs, allergies, and medication lists, is a key part of the role. You will also be responsible for the care and maintenance of medical equipment, including cleaning, sterilization, and inventory management, as well as proper disposal of biohazards and sharps waste.

Requirements

High school diploma or equivalent
2 years’ experience as Medical Assistant in OB/GYN or Women’s Health
Nationally Certified Medical Assistant or California Certified Medical Assistant
Graduate of an accredited Medical Assistant program, which includes injectable training
Current certification in CPR/BLS from approved agency
Evidence of completion of infection control training per 1983 CDC guidelines
Basic anatomy and physiology
Medical terminology and abbreviations
Universal Precautions
Must have passed pre-screen assessment prior to hire.
Completion of medication test is also required.
Candidates must pass Medical Assistant competency exam with 85% for consideration.
Dosage calculation skills as proven by successful completion of medication test and no less frequently than annual competency assessment.
Possess organizational skills and the ability to manage multiple tasks effectively, using lean techniques for standard work.
Excellent written communication skills, including accurate grammar, spelling and punctuation.
Computer skills including patient scheduling software and EHR.
Competent and validated in basic Medical Assisting skills such as medical record documentation, taking vital signs, preparing patients for exam, etc.
Ability to efficiently operate office equipment, i.e., computer, telephone, fax, photocopy machine, etc.
Ability to establish priorities and coordinate work activities paying particular attention to detail.
The ability to manage multiple priorities and demands on time, while remaining calm.
Maintain CCMA or AAMA and CPR/BLS certifications from an approved certification agency.
Demonstrates a clear understanding of, and consistently adheres to UBCP policies and procedures.
Attends and actively participates in department and facility meetings and classes.
Adheres to UHMF Policies and Code of Conduct.
Follows safety procedures, operates equipment and performs job related duties in a safe manner which prevents accidents from occurring.
Maintains a clean, neat and safe working environment sufficient to prevent injury.
Complies with all laws and regulations that govern the healthcare industry.
Complies with all state laws and regulations as well as UBCP policies and procedures with respect to the Medical Assistant’s role.
Ability to operate following equipment: telephone and headset, computer, fax and copy machines, printers, electronic and manual scales, blood pressure devices, electronic thermometers, fetal heart monitor, colposcope, ophthalmoscope, otoscope, O2 pulse oximeters, syringes, stethoscope, wheelchairs, liquid nitrogen supplies, urometer, glucometer, point of care testing equipment and other equipment used in the medical office.

Nice To Haves

Bilingual in Spanish is a plus.
High performer expectation with the goal of providing an excellent patient experience for every patient and every family member.
Teamwork and partnership skills to participate as a teammate with the Clinician and other team members.
AIDET (Acknowledge, Introduce, Duration, Explanation and Thank You) is a framework for the employees to communicate with customers, as well as with each other.
Medical Assistants must be competent and validated in AIDET and other service excellence tools and tactics, as provided by UHMF.
Competent in adjusting to change and willingness to participate in process improvement projects and tasks.

Responsibilities

Manages rooming and patient flow, including pre-visit preparation, assisting with the patient visit, and post-visit duties.
Escorts patient to the exam room within 5 minutes of his/her appointment time or within 5 minutes of registration time if the patient arrives late.
Assists the clinician as necessary as a team member when necessary.
Employs lean techniques to support smooth patient workflows.
Notifies patient of delays in accordance with UHMF standards, giving him/her the option of rescheduling.
Informs provider of schedule changes that impact patient flow.
Prepares patients for appropriate exams/procedures by reviewing EHR for health maintenance, disease management, overdue or due-soon services and pends orders, when appropriate.
Gathers appropriate documents and signatures necessary to assist the Clinician in making treatment decisions.
Ensures that exam rooms are clean, stocked and appropriately set up each day prior to rooming patients.
Assists in patient education by providing informational pamphlets and after care instructions, and/or after visit summary as instructed by the Clinician or according to UHMF Policy.
Refers care outside of the Medical Assistant position to the appropriate licensed personnel.
Assists Clinician with EHR In-Basket management for prescription refills results, authorizations/referrals and non-clinical secure e-messages in accordance with UBCP standards.
Follows UHMF policies and procedures for managing patient and pharmacy callbacks in a timely manner.
Receives and records lab/radiological test results (may include outside medical records) via telephone or computer and ensures that those results and related reports are with the patient’s medical record at the time of the patient’s visit.
May communicate normal rest results only to the patient upon the direction of the Clinician.
Relays Clinician instructions/orders to pharmacy (refills only without changes), patients and other entities via computer, phone, fax or email.
Coordinates with the clinical teams in the ongoing development and maintenance of patient education materials specific to the patient populations’ needs.
Supports individual patient learning needs in cooperation with clinicians, and MA-PSR colleagues.
Provides 1:1 patient educational support by trimester based on standard of care in the OB-GYN setting, based on clinician orders, and/or no less than once in the 3rd trimester.
Provides 1:1 support in connecting patients in need, with a pediatrician, hospital registration, and pregnancy related courses, and community resources.
Identifies the needs of the caller and executes a plan to meet the needs for registration, scheduling, billing/claims inequities, My Chart support, and general questions.
Assists in resolving issues and improving quality of care, to ensure necessary authorizations are obtained prior to patient visits, to check-in and check-out patients, to post payments in real time, to update patient demographics, and to troubleshoot any billing problems that may arise.
Answers phones professionally to assist all callers with their healthcare objectives.
Receives patients at the care center, providing information about clinical services, insurance and payment policies; patient’s registration; processing new patient paperwork; collecting copays; and following up with patients for payment /insurance information when necessary.
Schedules and confirms appointments.
Monitors schedule frequently for capacity.
Attends to billing corrections in a timely fashion.
Distributes incoming paperwork, lab results, and scans records into patient chart on a daily basis.
Helps maintain office supplies, equipment and general office systems.
Attends to physician and practitioner needs to support patient care and practice development.
Reports any and all practice workflow, scheduling, and incoming referral unresolved concerns immediately to Supervisor for swift assessment and resolution.
Stays in daily communication with Supervisor and Clinical Lead for staff huddle and identification of employee learning support needs.
Washes or sanitizes hands per hand hygiene policy.
Appropriately uses personal protective equipment (PPE).
Maintains Sterile Technique at all times, as appropriate.
Uses standard precautions, proper technique and always appropriately deploys safety devices on all syringes.
Performs tests, and collects/prepares specimens per written order specific electronic order of the Clinician.
Follows the 6 rights of safe medication administration.
May administer ordered medications (based on specialty specific requirements), up to and including via intradermal, subcutaneous or intramuscular injections, oral, sublingual, topical, vaginal, rectal or inhalation, with evidence of successful completion of formal competency verification.
Follows Medical Assistant Medication Review workflow approved by UBCP.
Obtains medication review.
Notes allergies as well as verifies medications that the patient is currently using.
May not independently add or delete a medication from the medication list.
Obtains and document in EHR or paper chart complete and accurate vital signs (minimum of three), including blood pressure, pulse, respirations, temperature, weight and height, appropriate for the patient’s reason for visit, prior to the Clinician seeing the patient.
Medications being taken and allergies will also be documented at each visit.
May document exact quotes of patient’s description of the chief complaint into the EHR.
May enter verbal dictation from the Clinician and patient into the EHR.
Cleans and sterilizes medical equipment as outlined by UBCP policies and procedures, manufacturer instructions, or by other accepted methods.
Maintains daily/weekly/monthly logs as required by appropriate regulatory agencies and UBCP policies and procedures.
Ensures that medical supplies are maintained at appropriate inventory levels and are not expired.
Maintains the safety and integrity of medical equipment, including inspecting the equipment for damage and/or the need for replacement of faulty equipment.
Ensures the proper disposal of biohazards and sharps waste.
Ensures all medication cabinets are locked according to policies and procedures.
Samples must be stored in a locked cabinet.
Performs duties in a self-directed manner with minimal supervision or direction.
Ensures that routine and priority tasks are completed within established departmental timeframes.
Effectively utilizes electronic health record, Microsoft outlook and MS Office Suite.
Takes a proactive view of daily and weekly clinician schedules, fills openings via the waiting lists and through requesting patient names from clinicians.
Works diligently to keep clinicians’ schedules full.
Provides friendly, knowledgeable and responsive internal and external customer service.
Sets appropriate expectations for patient and staff like.
Utilizes EHR to communicate about appointment details.
Keeps other administrative team members well-informed of any patient(s) or physicians(s) needs, schedule changes, etc.
Keeps Supervisor informed in a timely manner of customer compliments, complaints, or problems with clinical services.
Maintains current knowledge of all physicians on service and at the practice.
Maintains charting compliance with current standards.
Consistently extends a professional, cordial environment by using a pleasant tone of voice and maintaining attentive respectful composure at all times.
Attends staff meetings and other gatherings, as required.
Holds self and peers accountable to uphold the Standards of Behavior regardless of race, ethnicity, culture, religious, affiliation, disability, socioeconomic background, education, sexual orientation, marital status, gender, age or position.
Complies with all HIPAA regulation and standards of patient confidentiality.
Accepts and performs other job-related duties, projects and responsibilities, as required.