Description: Job Summary:

Acts as first point of contact for Kaiser Permanente members/patients within the Friendship Heights Center and is expected to model all KP Service Standards, in order to provide a simple and memorable member experience. Provides cross-functional support to include core reception, member experience, Clinical Assistant (CA) duties and blood draw in coordinated, team-based, flexible delivery setting. Position will be able to proactively respond and transition to multiple cross-functional duties throughout the day to adapt to fluctuations in patient volume, staffing, and operational needs.

Essential Responsibilities:
Clinical Assistant Responsibilities:Assists the physician in providing comprehensive medical care to targeted patient population in the ambulatory clinic setting by:Preparing the patient for the medical examination.Performing rooming-in and screening activities appropriate to patient population.Performing assigned clinical tasks, treatments, and/or procedures.Set up patient for virtual visit in clinic.Turnover room following patient visit.Serve as chaperone for exams if requested by patient.Assisting with scheduling follow-up appointments and activities as recommended by the physician.Performs clinical tasks and/or procedures appropriate to targeted patient population under the delegation and supervision of a licensed physician.Immediately notifies physician of patients observed to be in distress.Documents all care given and actions taken on behalf of the patient in KP HealthConnect.Facilitates smooth and efficient operation of the clinical department by monitoring the flow of patients and intervening as appropriate to minimize wait times and promote a positive experience for the patient.Assists with inventory and requisition of required supplies; always keeps exam and procedure rooms adequately stocked and clean.Monitor and manage refrigerated medications under the supervision of the practicing physician.Serves and protects the practice by adhering to professional standards; facility policies and procedures; and federal, state, and local requirements.Performs other duties as assigned.Phlebotomy and Lab Responsibilities:Collects blood samples from all patient/member populations members using age-appropriate venipuncture or capillary puncture and following KP policies.Instructs patients regarding the collection and packaging of other specimens such as urine, semen, feces and timed collections.Assesses specimen integrity and prepares, packages and arranges for transport of specimens in accordance with KPMAS laboratory procedures and DOT regulations. Arranges for special transport when necessary. Processes specimens to include racking, creating work lists and loading instruments.Collect and pick up specimens from clinical departments and transport stat specimens to stat lab testing area following designated workflows and appropriate KP policies.Packages specimens for transport and tracks specimens to the final destination in accordance with KPMAS laboratory policies/procedures and/or regulations. Arranges for special transport when necessary.Disposes of biological waste, needles, and related hazardous materials according to laboratory safety and infection control practices, federal, state and local laws and regulations.Responds to internal and external inquiries via phone, email or text to ensure resolution and customer satisfaction.Provides orientation and practical training of new hires and studentsFollows defined laboratory procedures and maintains awareness of changes to procedures.Maintain a clean, adequately stocked and safe work environment.Performs clerical duties and other duties as assigned.Reception:Serves as ambassadors for Kaiser Permanente by exhibiting respectful, professional, courteous and friendly behavior towards and around our patients and members and supporting the member/patient experience by welcoming and greeting members/patients appropriately with a smile.Assist members/patients and visitors with wayfinding along with environment monitoring of member/patient areas including lobbies, kiosks, and waiting areas; this includes escorting members/patients to their destination when possible and providing wheelchair assistance under established guidelines.Register members/patients in the appropriate KP health information systems to include verifying eligibility, updating demographic information, identifying FYIs and special needs, coordinating appropriate assistance,creating new accounts (e.g. registering members for SMS text, kp.org, etc) as needed.Generate, distribute, and assist member/patient with completion of encounter related forms (ex: printing and distribution of armbands, pre-visit paperwork, etc.)Maintains an active awareness waiting members status by frequently surveying the waiting area and observing their general disposition. Anticipates conflicts/delays in schedules and effectively communicates with member and appropriate staff. Pro-actively keeps members aware of unusual circumstances that may impact their wait time, keeping them constantly informed.Demonstrates critical thinking and problem solving during challenging patient interactions and situations. Ability to recognize and to follow appropriate procedures for medical and non-medical emergencies.Perform intake, routing, and/or processing of member requests for information (ex: Release of Information or form completion as appropriate).Schedule follow up appointments and provide pre-appointment instructions as necessary; when appropriate, provides information and has expert knowledge of Kaiser Permanente and its health plan portfolio, services and business cycle (i.e. explain specific member benefits, identify clinic locations and services offered, and clarify Kaiser Permanente processes)Perform member outreach (e.g. appointment reminders, proactive care reminders, missed appointments, etc.)Orders and maintains supplies for the registration area(s)in conjunction with materials management, as applicableFacilitates smooth and efficient operation of the clinical department by monitoring the flow of patients and intervening as appropriate to minimize wait times and promote a positive experience for the patientMeet and/or exceeds regional and departmental performance standardsMonitor and maintain waiting area and shared clinic area cleanliness.Maintain dry surfaces, small trash removal and address accidents in timely fashion as needed.Cleans, organizes, and stocks restrooms. Maintains restrooms throughout shift and in between EVS rounds.Health Information Management:Ensures that all protected health information is processed in accordance with regional, national, state and federal regulations.Works closely with internal/external customers to meet their health information management needs as it relates to release of protective health information via paper and electronic media.Has a solid knowledge/understanding of HIPPA privacy and security issues as it relates to release of information, and/or other regulations related to protective health information.Reviews release requests for appropriateness and validate the authorization by photo identification.Serves as inter and intra department resource for the other staff members, answering questions and providing instructions as necessary.Monitors printers for incoming documentation and process paperwork in a timely manner.Collects loose filing/scan documents from clinical area twice daily, ensuring that a medical record number is placed on each document.Opens departmental mail and sorts; forwards mail appropriately to document preparation station or other clinical units, as necessary.Verifies patient identity and process same day Release of Information Request via KP HealthConnect EMR. Requests patient charts by accessing the appropriate system.Responds to inquiries from patients and staff members and instructs them in the appropriate methods for requesting records. Enters data into disclosure accounting system in accordance with HIPAA standards.Route forms to service center for processing.Member Experience:Assists members in a professional manner that promotes a positive customer service experience.Provides members with general information, and/or refer them to appropriate department as necessary.Responds to member inquiries related to changes or corrections to the things like: name, date of birth, gender, other demographic information, and PCP assignment and center changes.Initiates member issue to fix when one member has two different medical records.Orders HIPAA Certifications.Validates basic benefit information related to copay, co-insurance, deductibles and other KP plans.Document member inquiries in CHATS.Performs referral status look-up in Healthconnect.Orders of new or replacement IDs.Maintains knowledge and training (from KP Learn) on all information systems necessary to perform duties. Basic Qualifications:
Experience

Minimum one (1) year of full-time experience as a nursing/clinical/medical assistant is required.

Education

Graduate of an accredited Medical Assistant/ Nursing Assistant Program that includes phlebotomy training or graduation from an accredited or Kaiser approved phlebotomy program required. High School Diploma or General Education Development (GED) required.

License, Certification, Registration

Certified Phlebotomy Technician (ASPT) within 12 months of hire OR Registered Phlebotomy Technician (AMT) within 12 months of hire OR American Society Clinical Pathology within 12 months of hire


Certified Nurse Assistant (Maryland)


Basic Life Support


Additional Requirements:

Completion of all Kaiser Permanente Clinical Assistant required competencies within the first sixty (60) days of employment, and annually thereafter required.
External applicants and all internal applicants that did not go through KPMAS CA Skills Maximization and Standardization Program will be required to complete an internal Kaiser medication course and required to complete all medication competencies within the first one hundred eighty (180 days) days of employment, and annually thereafter.
Must obtain a passing score of 70% or higher on Clinical Assistant pre-employment screening exam.
Must pass Kaiser Permanente phlebotomy written exam with 80% as minimum passing score.
Must pass Pre-Hire Skills and Knowledge test of basic computer skills.
Effective interpersonal and customer service skills required.
Effective communication (written and oral) skills required.
Problem solving skills required.
Ability to work independently and as a member of a team required.
Must maintain certifications current and complete annual CEUs to meet CLIA regulations and/or licensing requirements.


Preferred Qualifications:

Experience in administering medications and/or have completed medication administration education preferred.
Proficiency in documenting in an electronic medical record system preferred.
Knowledge of medical terminology preferred.