Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
Wentworth-Douglass Hospital remains among the nation's top hospitals for patient experience as a recipient of the Healthgrades 2021 Outstanding Patient Experience Award for the eighth consecutive year. Wentworth-Douglass Hospital is renowned as one of the largest acute care hospitals in the Seacoast region of New Hampshire and Southern Maine. At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health; we recognize and reward those who share our values and transform our patients' lives. We invite you to explore opportunities, cultivate community wellness and professional growth.
1. Performs patient intake functions.
a. Receives and welcomes all patients into the practice in a manner that is consistent with WHP service expectations and the Language of Caring program as outlined in support of patient satisfaction. Verifies patients using two patient identifiers.
b. Completes patient intake to include accurate blood pressure, temperature, weight, symptoms, reason for visit, pain, etc. per office standard operating procedure (SOP).
c. Records visit intake information clearly and accurately per office SOP. Order, result and charge drop for appropriate services.
d. Review preventive health needs in relation to Wound Healing such as A1C's for Diabetic patients etc. Place order in EMR for preventative health needs (IFOBT etc) or per practice protocol. Run Medicare ABN when appropriate.
e. In accordance with Meaningful use, Reconciles medication list, Calculates BMI percentages as well as obtaining Smoking status on age appropriate patients.
f. Proficient in EHR Consistently and accurately document information in correct fields of EHR. Run tracking reports Manage orders Submit charges.
2. Plans appropriately for patient care.
a. Anticipates needs of patient visits to optimize provider time. Proactively obtain relevant point of care testing prior to patient being seen by provider. If applicable ensure all elements of visits are managed prior to visit as well as all appropriate paper work is made available including diagnostics and other information.
b. Proactively monitors the patient and provider schedules to ensure that patients are seen in a timely and efficient manner. Keep patients alerted to delays and offer alternative waiting options such as staying in the exam room/waiting in main waiting area.
c. Assists providers with office-based procedures and prepares supplies and patient for the care they will be receiving. Label and package specimens resulting from office based procedures and store in the appropriate manner until transport to lab. Clean and sterilize exam room and instruments using proper precaution.
d. Ensures that the appropriate paperwork is attached to the record (worker's compensation forms, school/college exam forms, medicare questionnaires etc.)
e. Arranges care to include ensuring patient follow-up return to the office as appropriate Scan workers compensation form, school/college exam forms, medicare questionnaires into EMR and attach to date of service encounter. In accordance with meaningful use, generate patient plan when applicable.
f. Prioritizes delegated tasks based on patient care needs and office activities.
3. Provides individualized, age-specific care to patients under the specific orders of physician or provider.
a. Properly administers and documents medications, immunizations and treatments ordered by providers. Ensures that all appropriate documents, vaccine information sheets, etc. are provided to patients/guardians in advance and that all applicable written consents are obtained prior to administration.
b. Ensures the integrity of all medications and vaccines as per regulatory guidelines and applicable policies and procedures prior to administering. Complies with all applicable inventory and reporting requirements. Review all expiration dates prior to administration, use caution when utilizing look alike sound alike medications.
c. Performs other related clinical duties under the specific order of a physician or provider, (i.e. EKG's, injections, nebulizer treatments, obtaining specimens, phlebotomy, vision exams, hearing exams, pulse oximetry, ear lavage, guiaic testing, etc.) based on specific office protocols. Please note that not all clinical duties are performed in each office.
d. Performs CLIA waived tests according to office needs and demonstrated competency Monitor individual CLIA competency expiration date and relay to appropriate individual prior to expiration date.
e. Maintains all safety/health logs and compliance logs as indicated and required by office protocol and regulatory requirements.
f. Recognizes limitations and seeks advice and direction from the physician, provider, supervisor or other appropriate clinical staff member.
4. Supports the general overall functioning of the office.
a. Will perform the functions of a front desk representative during times when the office is not as busy from a clinical perspective and as directed/assigned.
b. Performs accurate and timely scanning as necessary per office protocol.
c. Scheduling of office appointments, confirming of office appointments or facilitating/processing referrals as needed per office protocol.
d. Assists in the development of office procedures in close cooperation and conjunction with the practice manager and providers. Office procedures are designed to meet all regulatory requirements and enhance patient flow and clinical efficiency as appropriate.
e. Alerts appropriate staff when supplies are low and/or orders medications, medical supplies and/or office supplies per office protocols.
f. Prepares, maintains and stocks examination rooms, treatment rooms and medication closets and other storage areas per office protocol.
g. Act as a Initiative Champion and participates in meetings for WHP initiatives (EMR Supersuser, Colorectal, CLIA etc). Share relevant information with appropriate staff, such as changes in EMR template usage.
5. Effectively communicates with patients/family members.
a. Communicates with patients in a manner that is consistent with WHP service expectations and the Language of Caring program as outlined in support of patient satisfaction. Verifies patient using two patient identifiers.
b. Notifies patients and informs them of their test results and/or relays provider recommendations based on the specific direction/instruction of the physician or provider. Appropriately documents the follow-up that was conducted per office protocol. Caution used when communicating on the phone in patient care areas as well as appropriate response and communication via the patient portal.
c. Thoroughly documents all patient telephone conversations in real time and accurately relays this information to the physician or provider, for appropriate follow-up, (i.e., request for prescription refills, request for medication samples, request for same day appointment, etc). Processes the prescription refills via the pharmacy or a mail-away prescription program as appropriate and per office protocol. Schedules patients for appointments per office protocol and per the instructions of the physician or provider as applicable, paying close attention to scheduling guidelines for Medicare physical patients.
6. Professional Development - Acquires and maintains current knowledge and competency in performing appropriate clinical functions.
a. Participates in ongoing educational activities and acquires knowledge and skills appropriate to the role of certified/registered medical assistant.
b. Shares information/education, interacting with others as valued colleagues.
c. Assists and supports a new or transferred employee during their orientation period.
d. Maintains all appropriate certifications and/or registrations including BLS.
e. Seeks constructive feedback regarding his or her own practice.
f. Maintains an accurate education log reflecting attendance at and participation in professional development opportunities.
7. Ensures good teamwork and effective interpersonal relationships.
a. Communicates effectively and handles confidential matters per policy and procedure.
b. Recognizes sensitive situations and seeks appropriate assistance.
c. Monitors personal work ethics, behaviors and attitude. Encourage, mentor and support colleagues in a collegial manner. Relay facts versus opinions.
d. Recommends improvement in orientation/work environment.
e. Evaluates own performance and recognizes opportunities for improvement.
f. Recognizes his or her strength and uses them to benefit patients, co-workers and the profession.
g. Recognizes and takes advantage of opportunities for educational growth.
h. Maintains strong and effective relationships with peers, staff, physicians, agencies and other organizations consistent with the hospital and WHP's strategic plan.
i. Participates in team spirit and becomes involved in daily decision-making for improvements.
j. Accepts responsibility as a member of a team. Routinely attends meetings, offers suggestions and openly and constructively relays concerns to the appropriate party as well as full participation of Just Culture initiatives.
k. When appropriate and needed float to other offices within the WHP system to ensure adequate coverage and support.
8. Works to improve Press-Ganey patient satisfaction scores.
a. Works effectively and cooperatively with other members of the team to identify opportunities for improvement in Press-Ganey results and actively participates in recommending plans of action to address any identified issues.
9. Works to improve processes related to hospital initiatives such as the Doctors' Health Partnership and other clinical quality measures.
a. Works effectively and cooperatively with other members of the team to identify opportunities for improving processes related to the management of the Doctors' Health Partnership or other clinical initiatives within the WHP system. Actively participates in recommending plans of action to address any identified issues.
10. Other general duties as assigned/directed.
a. Maintains work area in a professional and organized manner Patient information removed from patient care areas.
b. Performs all other duties as assigned/directed.
Experience Minimum Required
•6 months experience as a Medical Assistant
Education Minimum Required
•High School Graduate Successful completion of Medical Assistant School/Program or have completed comparable training within discipline of EMT or equivalent military training.
Licensure and/or Certifications Required
•Must meet 1 of the following within 1 year of employment: Registered (RMA) Certified (CMA) Certified Clinical MA (CCMA)
•May be hired with CPR certification but must obtain BLS within 90 days of hire
Wentworth-Douglass Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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