Overview

PositionSpecificCompetencies:Certified/RegisteredMedicalAssistant

Inadditiontothefollowingessentialpositioncompetencies,othercompetenciesmayberequiredto meetchangingorganization needs.

Uses an appropriateproblem-solvingapproachtoplanservices.

Useselectronicmedicalrecordsinaclinicsettingdemonstrating progressiveefficientlywith this method of technology.Answersphones,routescalls,and/ortakesaccuratemessage.Adaptstoaphonemenuifoneisinuse.Demonstratesasenseofurgencyrelatingtopatient’slevelofdistress.Triagesbasicpatientcareneedsgeneratingtelephoneencounterorwrittenmessagedependingon the situation.Manages theschedulingofpatientappointments.Registersnew patientsandmaintainscurrentaccurateuptodatedemographicandinsuranceinformationforallpatients. Completesand/or assistspatienttocompletesigned demographicregistration,consenttotreatminor,etc.accordingtopolicyregulationsassociatedwith PrivacyNotification.Identifiesbarrierstocommunicationsand/orlearningandplacesinstickynote(blue).Verifiesinsuranceeligibility,scansinsurancecard.Checkspatientsinand/oroutforvisitinappropriatemanner.Demonstratesaccurateand appropriate use ofICD-10 and CPTcodes.Postschargesandpaymentsaccuratelyandaccordinglytopolicy.Reconcilesallfinancialdataforendofday andendofmonthcorrectly andincompliance with clinic policy.Processespatientreferralsfortestsandreferralstospecialists;monitorsreferralworkqueueforfollowup.Assistsnursingandorotherclinicpersonnelinfollowuptoensurepatientcompliance,receiptoftestresults,andreportsfromspecialists,acting pro-actively to contactpatientwith testresults.Works withpatientandclinic managertoeffectivelymanage patientaccountsandperformscertainfinancialassistancetasksasdelegatedandmonitoredby theclinicmanager.Recognizeshow fraudandabuseinterplayintodailyrole.Assistsasneededwithanymedicationspre-authorizationandorappealsinatimelyand appropriate manner.ProvidesclinicalcoveragewhennecessaryperformingdutieswithinscopeofCMA.Forward requestformedicalrecordstoreleaseofinformationdepartment.Performs otherdutiesasassignedbyclinicmanagerorclinicproviderwithinscopeofpractice.

Providesserviceswithconsiderationoftherecipient’sneeds.Maintainsworkareainneat, organizedmanner.Securespatientinformationindeskdrawersorfolders;.Securesallreceipts,cashdrawer,etc.underlock andkeyovernightandwhenawayfrom work area. Locks computer system as needed when away from work desk toprotect PHIfor patients.Greetsanddirectpatientsandvisitorsinacourteousmanner,informingthemofdelays orchanges in patientflow.Managesappointmentscheduletoensureproviderefficiency andpatientsatisfaction.Monitorsthereceptionareatoensurepatientcomfortandpromptresponsetopatientdistress orconcernsWearsFH namebadgeandintroducesselftopatientasneededandrequiredbythesituation.Worksonbehalfofpatienttoensuretimelyappointmentsby askingpatienttoarriveearly, effectively work through paperwork, history forms, etc. while making surepatienthas opportunityto re-scheduleif provideris runninglate.Monitorsandmanagespatientrequestsforappointmentswithininbaskets(MyChart).Monitorsdailyscheduletodecreasenoshowsinaccordancewithnoshowpolicy.

Usesequipment/suppliescorrectly.Maintains equipmentinproperworkingorder.Followmanufacturers’manualsforcare ofoffice equipment.Notifiesmanagerofequipmentfailure.Maintainsadequatesupplyofmaterialsandforms.Usessuppliesconservatively.Keepsaneat,orderly,andsafework area.

Usesappropriatesafetyandinfectioncontrolmeasures.Adherestoestablishedinfectioncontrolmeasures.Assurespatientsafetybyfollowingapplicablepatientsafety goalsestablishedbytheHospital.

Teaches/directs/advises/informsothersinanappropriatemanner.Communicates clearlywith providers, manager, co-workers, and patients.Educateandinformspatientsaboutclinicpolicies,procedures,andprocessesusingbasic simple languageand principles of adultlearning.Involves clinicmanagerin allpatientconcerns/complaintsin atimelyfashion afterfirsttryingto diffuse the situation.Accuratelycollectsco-paysanddeductiblesteaching patientnecessaryinformationabouttheirinsurancepolicyasneededand directedbythe situation.Directspatientsinneedofpre-certificationsorauthorization.Maintainscorrectdocumentationofbarrierstolearninginstickynote(blue).

Reports/recordsinformationappropriately.Usesapprovedformatforrecordingandreportingmessages.i.e.,telephoneencounters, etc.Maintainswrittenreportsofallsituationsrequiringthe manager’sattention.Reconcilescashreceiptsandreportsasinstructedbypolicy.Monitorshabitualnoshowsorlatepatients,reportingandcommunicatingasneededto clinic manager.UtilizestheEMRsystemifinplacetofacilitateroleasitrelatedtoreferrals,follow-uppatientinstructions,orotheractivitiesrequiredinaclinicsettingtoaugmentqualityfor patientcare and coordination.

QualityImprovementInpreparationforpatientappointments,willcontactfacilitiesasnecessarytoinsurethe

appropriatepaperworkisindexinthepatient’sEMRmedicalrecordpriortobeingseenbytheprovider–Examples:surgicalreports,pathologyreports,homehealthsummaryofcare,etc.

Respondstothefollow-upactionplanssentbyprovidersgoaledatachievingmaximumlevelof care continuity in preparation for designated patient appointment – Examples: Remindpatienttobringblood pressure logtoappointment.CMAwillmonitorandutilizeasneededtheQualityPanelMetrics/HealthMaintenancetabtofacilitateproactivemanagementofpatientcareandclosecaregaps.

PositionSpecificCompetencies:LicensedPracticalNurse(LPN)

In addition to the following essential position competencies, other competencies may be required to meet changing organization needs.

Usesanappropriateproblem-solvingapproachtoplanservices.Obtains vital signs and general health information for patient chart and prepares patients for examination.Maintains patient health record in an up-to-date status especially regarding pain assessment and current medication sheet.Assures documentation is complete, concise, and correct.Prepares and maintains exam rooms and medical equipment for patient visitsContributes to plan of care for individuals and groups of patients utilizing all principles to reduce medication errors when handling or calling in medications or refills.Demonstrates initiative in suggesting and implementing problem solving approaches and planning performance of service.Prepares and maintains exam rooms and medical equipment for patient visits regarding all safety checks and HIPAA guidelines and adapts same HIPAA principles to chart documentation and exposure as well as discussing PHI in front of anyone other than patient.Triages patients and enters accurate and concise data into the EMR while paying attention to spelling and clarity.Navigates the EHR system in an efficient manner.FacilitatesqualitycaremanagementthroughbestpracticeutilizationoftheclinicEHREMR.Promotescontinuityofcareseenbyappropriateactionsnotesandpromptfollowup.Answersphones,routescallsandortakesaccuratemessage.Demonstratesasenseofurgencyrelatingtoa patient’slevel ofdistress.Triagesbasicpatientcareneeds,generatingatelephoneencounter dependinguponthe situation.Assureaduplicatemessagehasnotalreadybeenstarted.IdentifiesbarriersrelatedtoSocialDeterminatesantsofHealth(SDOH)andnotifiesprovider.AccurateandappropriateuseofICD-10 andCPTcodes.ForwardsrequestsforMedicalRecordsto Health Information Management Systems.Recognizeshowfraudandabuseinterplayintodailyrole.Ensuresordersareenteredcorrectlytocaptureappropriatecharges.Refillsmedicationsaccordingtomedicationrefillguidelines.Identifiesbarriersrelated topatient’sindividualneedsbeingfinancial,emotional,physical,cultural,or spiritual (SDOH).Astuteandsensitivetopatientsatisfactionasitpertainstocustomerservice-peopleskillsinallclinical situations.

Providesserviceswithconsiderationoftherecipient’sneeds.Ensuresthatpatientsareplacedinexamroomsandseenbytheprovider inatimelymanner.Assiststheprovider,asneeded,withexaminationsandprocedures.Ensuresthesmoothtransitionofpatients.Assistsinthecollectionoflaboratoryspecimensandperformanceoftestsonpatientsas ordered bytheprovider.Tracklab and alltestsfor outcomesand follow-up(if applicable).Identifiesclinicalsignificanceofdataandinformsproviderappropriatelyandprovidesfollowup accurate documentation.Ensures that all lab results, interpretations, etc. are received in the patient charts in a timely manner. Always assesses provider signature, patient notification, date and any required follow up.Actively participates in department functions by suggesting strategies to improve outcomes, control cost, and or increase patient satisfaction.Maintains work area in neat, organized manner.Secures patient information in desk drawers or folders.Locks computer system as needed when away from work desk to protect PHI for patients.Greets and direct patients and visitors in a courteous manner, informing them of delays or changes in patient flow.Managesappointmentscheduletoensureproviderefficiencyandpatientsatisfaction.Manages the scheduling of patient appointments.Registers new patients and maintainscurrent accurate up to date demographic and insurance information for all patients.Performs according to policy regulations associated with Privacy Notification, Medicare secondary, signed demographic registrations, consent to treat minor, etc. Verifies insurance eligibility, scans insurance card.Checks patients inand or out for visit in appropriate manner.  Accurate andappropriate use of ICD-10 and CPT codes.Processes patient referrals for tests and referrals to specialists.Monitors referral work queue or follow-up.Assists nursing and or other clinicpersonnel in follow-up to ensure patient compliance, receipt of test results, and reports from specialists.  Be proactive in contacting patient with test results.Monitorsthereceptionareatoensurepatientcomfortandpromptresponsetopatientdistressorconcerns.WearsFHnamebadgeandintroducesselftopatientasneededandrequiredbythesituation.

Usesequipment/suppliescorrectly.Ensuresthatequipmentandotherinstrumentsareproperlysetupfortheproviders’use.Maintainsthemedicalsuppliesnecessaryforproviderstoperformtheirexaminations.

Usesappropriatesafetyandinfectioncontrolmeasures.Ensures that all OSHA regulations and other appropriate policies are followed.Actively participates in the established QI/Risk Management Program.Wear gloves and follow Body Substance Isolation Standards whenever examining the patient or contacting blood or body fluids.Ensures all needles are placed in sharps containers and all material with blood or body fluids are disposed of properly.Ensures that all exam rooms and equipment are thoroughly cleaned between patients.Ensures compliance of POC testing and controls,refrigerator, and freezer logs.

Teaches/directs/advises/informsothersinanappropriatemanner.Serves as communication link between the patient and the providerAdministers prescribed medications as directed and instructs patients on the proper use of each medicationAccurately and clearly communicates data to the appropriate healthcare provider in a timely manner.Assists office personnel with scheduling and preparing follow-up appointments as germanerelevantto clinicalco-morbidities.Arranges for patient testing, admissions, and referralsTeaches patients according to provider’s instructions and in conjunction with age-appropriate guidelinesUtilizes EMR to support patient education and documents accordingly.

Reports/recordsinformationappropriately:EntersandrecordspatientinformationinEHREMRinaconciseandaccuratemanner.Ensuresthatalltestresults,interpretations,etc.arereceivedinpatientEHR EMRinatimely manner.Utilizes reports and data generated by the EMR to augment care by seeking out patients who need specific follow up such as but not limited to annual mammograms, colonoscopy, etc.Uses approved format for recording and reporting messages. i.e., telephone encounter, etc.Maintainswrittenreportsofallsituationsrequiringthe manager’sattention.Monitorshabitualnoshowsorlatepatients,reportingandcommunicatingasneededtoclinic manager.If applicable, reconciles cash receipts and reports as instructed by policy twice daily, or when MOA must leave money drawer for an extended period of time.  Prints end of day summary.Enters and records patient information in HEREMR in a concise and accurate manner, payingattentiontolotnumberandexpirationdate,patienttoleranceofinjections,properconsent forms,andauthorizationsonfile.Oversees NC Immunization Registry.

QualityImprovementIn preparation for patient appointments, will contact facilities as necessary to ensure the

appropriate paperwork is index in the patient’s EMR medical record prior to being seen by the provider – Examples: surgical reports, pathology reports, home health summary of care, etc.

Responds to the follow-up action plans sent by providers goaled at achieving maximum level of care continuity in preparation for designated patient appointment – Examples: Remind patient to bring blood pressure log to appointment.LPN will monitor and utilize as needed the Quality Panel Metrics/Health Maintenance tab to facilitate proactive management of patient care and close care gaps.BLS requiredSPICE must be completed within the 90-day probationary period.

Responsibilities Inadditiontostatedjobdescriptionabove,theCMA  willalsobe accountablefor thefollowing responsibilities:Promoteproactivecommunicationwithallpatientswhilebeingsensitivetothosethatarehighriskandwhose careiscomplicatedby:RecentinpatientadmissionhospitalNoncomplianceUncontrolledchronicco-morbiditiesProblematicno-showrate

Proactivecommunicationisdefinedas,butnotlimitedto:

Placingfollowupcallstopatientcaregiverpostclinicencounter;hospitaldischarge;recentnon-compliantevent(failure to pickup medication, etc.).Allno-showappointmentsarefollowedaccordingtoPolicyAR-0009 075-103PLIn addition to job description stated above, the LPN will also be accountable for the following responsibilities:Promoteproactivecommunicationwithallpatientswhilebeingsensitivetothosethatarehighriskandwhose careiscomplicatedby:RecentinpatientadmissionhospitalNoncomplianceUncontrolledchronicco-morbiditiesProblematicno-showrateProactivecommunicationisdefinedas,butnotlimitedto:Placingfollowupcallstopatientcaregiverpostclinicencounter;hospitaldischarge;recentnon-compliantevent(failure topickup medication, etc.).Allno-showappointmentsarefollowedaccordingtoPolicyAR-0009075-103PL

Compliancetowith competenciesareevaluatedbyOutstanding,SuccessfullyandNeedsImprovement.It is the judgment of the clinic manager and supported by objective documentation under comments when either Outstanding or Needs Improvement are given to any of these competencies.

Qualifications

CMA Qualifications:

Thefollowing,orequivalents,aretheminimumrequirementsnecessarytoperformtheessentialfunctions ofthe position.

Education/formaltraining/licensure/certifications/experience:

Graduate of accredited program of Certified Medical Assistants.Preferatleastoneyearofclinicalexperienceinfamilycarepractice.

LPN Qualifications:

Thefollowing,orequivalents,aretheminimumrequirementsnecessarytoperformtheessentialfunctions ofthe position.

Education/formaltraining/licensure/certifications/experience:

Graduate of accredited program of Certified Medical Assistants.Preferatleastoneyearofclinicalexperienceinfamilycarepractice.