JOB SUMMARY
Under the supervision of the UCSF Primary Care Administrative Nurse Manager, guided by policies and procedures of the Ambulatory Services, the Hospital Assistant assists in the delivery of care to patients at UCSF Primary Care. The Hospital Assistant will be primarily responsible for the members of their primary care team as well as providing back up support to other teammates. The Hospital Assistant will play a critical role in the patient experience including optimizing clinic flow, providing in and outreach to patients and working collaboratively with the team to create a patient centered environment. This position floats between the front and the back office performing both clerical and clinical duties. Work includes a variety of personal care and nursing care procedures including assuring positive care outcomes. S/he will perform assigned patient care and laboratory procedures in support of services provided to patients within the practices. S/he is required to learn and be able to assist in all functions of the practices to include back and front office. The Hospital Assistant consistently projects a professional and courteous demeanor, helps establish and maintain the highest service standards for the practice and complies with the Medical Center House and Telephone Standards. The MA must have flexibility to cover multiple UCSF medical center primary care and multispecialty clinic sites.
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
REQUIRED QUALIFICATIONS
Certification from an approved Medical Assistant program or equivalent combination of training and experience.
One year experience as a Medical Assistant in a medical practice.
Knowledge and abilities essential to the successful performance of the duties assigned to the position.
Current American Heart Association CPR Certification.
Demonstrated computer familiarity, keyboard skills, computer literate in programs such as Microsoft Word and Excel.
Willingness to learn new computer programs as needed to sustain practice operations.
Ability to work effectively with people from diverse cultures and diverse socioeconomic situations.
PREFERRED QUALIFICATION
Familiarity with Epic (APeX) electronic health record system
Familiarity with immunizations including cycles and standard recommendations
Experience working with the public, preferably in a medical/hospital/clinic environment
Demonstrated fluency in Spanish or Chinese language: speaking, reading and writing
Internal Medicine, Geriatric, or Family Medicine experience
Familiarity and/or prior experience using a disease registry to track a population of patients
Experience collecting, and entering data, identifying errors and missing information, and performing basic analysis
Certification in phlebotomy (CPT)
REQUIRED LICENSES/CERTIFICATIONS
POPULATIONS SERVED
Employees who routinely provide direct patient care require a statement concerning Populations Served Competencies. Typically, a statement such as "Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient's age." is sufficient. Select from the following patient age categories.
Infant
Child
Adolescent
Adult
Geriatric
DUTIES & ESSENTIAL JOB FUNCTIONS
%
of time
Essential Function (Yes/No)
Key Responsibilities
(To be completed by Supervisor)
40
YES
Ensures all medication cabinets remain locked at all times.
40
YES
20
YES
Maintains clean, well-stocked exam rooms, labs and nursing stations. Responsible for ordering, and maintaining supplies. Maintenance of lab equipment
As requested reviews Lab Logs of results and prints results for providers
Obtains insurance authorizations for medications
Schedules complex procedures and coordinates services for patients
Maintains supply standards as directed by nursing staff or appropriate supervisor
Adheres to infection control procedures as outlined in the Infection Control Manual
Adheres to the Ambulatory Services policy and procedures for the cleaning and disinfecting equipment
Participates in various QI and Customer Service initiatives such as wait time studies, outcome data collection from procedures, etc.
Schedules established patient appointments using Apex
Has keen awareness of the need to provide prompt and convenient appointment access to patients
Adheres to the provider productivity standards established for the practice and schedules appointments with the appropriate appointment type
Upholds UCSF policy regarding the maintenance and confidentiality of the medical records
Screens all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box.
Utilizes Apex to retrieve pertinent patient data
Follows practice procedure for follow-up of missed appointments
Covers Apex in-baskets and phone messages when other members of the team are absent
Embraces and role models PRIDE values (Professionalism, Respect, Integrity, Diversity and Excellence) and AIDET (Acknowledge, Introduce, Duration, Explanation and Thanks) concepts as part of approach to all assigned tasks, responsibilities and interactions with peers, internal and external customers and patients in person, by phone and in while engaging in electronic communications.
100%
(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)
LIVING PRIDE STANDARDS
Service Excellence
Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits teamwork skills to positively acknowledge and recognize other colleagues and uses personal experiences to model and teach Living PRIDE standards.
Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.
Work Environment
Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
Picks up and disposes of any litter found throughout entire facility.
Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
Protects the physical environment and equipment from damage and theft.
OTHER FUNCTIONS AND RESPONSIBILITIES
Performs other duties as assigned.
Assist in other departments when necessary.
Practicing and maintaining State and other regulatory body (e.g. JCAHO) policies
Demonstrates accountability and responsibility for department expectations and standards.
DUTIES & ESSENTIAL JOB FUNCTIONS
%
of time
Essential Function (Yes/No)
Key Responsibilities
(To be completed by Supervisor)
40
YES
Ensures all medication cabinets remain locked at all times.
40
YES
20
YES
Maintains clean, well-stocked exam rooms, labs and nursing stations. Responsible for ordering, and maintaining supplies. Maintenance of lab equipment
As requested reviews Lab Logs of results and prints results for providers
Obtains insurance authorizations for medications
Schedules complex procedures and coordinates services for patients
Maintains supply standards as directed by nursing staff or appropriate supervisor
Adheres to infection control procedures as outlined in the Infection Control Manual
Adheres to the Ambulatory Services policy and procedures for the cleaning and disinfecting equipment
Participates in various QI and Customer Service initiatives such as wait time studies, outcome data collection from procedures, etc.
Schedules established patient appointments using Apex
Has keen awareness of the need to provide prompt and convenient appointment access to patients
Adheres to the provider productivity standards established for the practice and schedules appointments with the appropriate appointment type
Upholds UCSF policy regarding the maintenance and confidentiality of the medical records
Screens all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box.
Utilizes Apex to retrieve pertinent patient data
Follows practice procedure for follow-up of missed appointments
Covers Apex in-baskets and phone messages when other members of the team are absent
Embraces and role models PRIDE values (Professionalism, Respect, Integrity, Diversity and Excellence) and AIDET (Acknowledge, Introduce, Duration, Explanation and Thanks) concepts as part of approach to all assigned tasks, responsibilities and interactions with peers, internal and external customers and patients in person, by phone and in while engaging in electronic communications.
100%
(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)
LIVING PRIDE STANDARDS
Service Excellence
Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits teamwork skills to positively acknowledge and recognize other colleagues and uses personal experiences to model and teach Living PRIDE standards.
Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.
Work Environment
Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
Picks up and disposes of any litter found throughout entire facility.
Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
Protects the physical environment and equipment from damage and theft.
OTHER FUNCTIONS AND RESPONSIBILITIES
Performs other duties as assigned.
Assist in other departments when necessary.
Practicing and maintaining State and other regulatory body (e.g. JCAHO) policies
Demonstrates accountability and responsibility for department expectations and standards.