Job Profile Summary 

​This role focuses on providing professional and nonprofessional nursing care services in accordance with physician orders.  In addition, this role focuses on performing the following Nursing Support duties: Provides basic care services to patients, but does not have an RN or LPN license.  Positions in this nursing support work under the direction of physicians, mid-level practitioners, and may work under the direction of registered nurses depending on their unit.  A clinical technologist role that has specialized knowledge or skills gained through a combination of vocational education, training, and experience. This role will be most commonly applied to patient care and/or scientific/laboratory jobs.  An experienced level role requiring basic knowledge of job procedures and tools obtained through work experience and requiring vocational or technical education.  Works under moderate supervision, works through problems of a routine nature, but may at times require interpretation or deviation from standard procedures and communicates information that requires some explanation or interpretation. 

Job Overview 

Under general supervision of licensed personnel, this position responsible for continuous, efficient and smooth patient flow in the outpatient/ambulatory setting.  The position is a patient liaison through both clinical and administrative responsibilities.  This position plays an important role in in the hospital’s revenue cycle process, clinical operations, and patient experience. This position is responsible to respond to hourly variations in patient volume, clinician and room availability to continually maximize efficient use of space and resources in the clinic; identifies and provides necessary clinical and administrative preparation pertaining to patient care according to protocols; assists with patient care as warranted and within their scope of practice.     

Job Description 

Minimum Qualifications: 

1. High School Diploma or equivalent.

2. Completion of Clinical Program OR Six (6) months of clinical experience in a healthcare setting.

3. Basic Life Support Certification.

Preferred Qualifications: 

1.Two (2) year of medical office experience.

2. Phlebotomy Certification 

3. Bi-Lingual 

4. Experience with electronic patient record systems. 

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned. 

1. Controls and monitors patient flow to maximize efficient use of providers and exam rooms. Communicates delays to patients and provers. Responds to variations in patient volume, provider ability, and resources (e.g. early arrivals, no shows, providers who are absent, etc.) by making continual adjustments in room utilization and assignment.  

2. Prepares medical record for patient visit, confirming accuracy with patient identifiers, entering chief complaint and social history. This may require interviewing the patient to obtain data. 

3. Exercises a high degree of customer service in all interactions with patients, internal and external customers. Provides a safe, comfortable, and clean environment for patients and families. 

4. Assists provider, patient and patient’s family with admitting patient into the hospital.  Makes out clothing list and facilitates smooth transition to inpatient unit. 

5. Escorts patient to exam room and prepares patient for provider visit.  This may include pediatric, adult, geriatric patients.  Checks to ensure patient comfort, privacy, and safety.  

6. Ensures patient and personal safety.  Determines fall risk and implements appropriate measures.  May sit with a patient who needs monitoring.   

7. Prepares exam room for each patient in accordance with needs of patient’s visit.  

8. Assists and/or chaperones providers/nursing with physical exams, treatments and procedures as necessary.   

9. Performs and records vital signs (blood pressure, pulse, temperature, oxygen saturation, height and weight), records patient’s stated level of pain, and reviews list of medications with patient.  

10. Performs collection of specimens and/or ensures the necessary supplies and equipment are ready for the provider to use during the visit. 

11. Performs Point of Care Testing (POC) as ordered including Urine dips, HCG testing, Strep A, HGB A1C, and glucose testing. 

12. May be required to perform phlebotomy. 

13. Assists in arranging for diagnostic testing, surgery and in-patient admissions under direction of the nurse or physician.    

14. Assists with patient billing by ensuring CPT code, diagnosis code and all supplies and procedures are indicated on charting. 

15. Ensures outside paperwork is scanned into patient’s electronic medical record. Processes and tracks referrals and prior authorizations as requested/ ordered by provider. Notifies provider of patient requests for referrals and prescription renewals. 

16. Uses proper techniques and procedures for hazardous waste disposal, universal precautions and for body mechanics.  Maintains clinic rooms according to infection control and cleaning policies.  

17.  Stocks, maintains and rotates supplies in clinic rooms daily according to clinic demands.  Monitors expiration dates. Monitors supply inventory for clinic and orders supplies as needed.  Maintains equipment. 

18. Participates in unit specific quality improvement projects i.e. hand washing audits, time-outs, refrigerator/medication logs, daily/monthly code cart checks. 

19. Provides administrative support which may include coordinating interpreter services, answering telephone calls, taking accurate and messages, forwarding messages, and faxing. 

Physical Requirements:  

1. Frequent standing and walking for up to 80% of the work day or shift. 

2. Some lifting, pushing or pulling required. 

3. Occasional stress and pressure caused by multiple simultaneous demands. 

4. Exposed to various body fluids along with exposure to infectious disease and sharps. 

5. Occasional requests to change work areas to cover another priority area to meet patient needs. 

6. Frequent contact with patients, families, visitors, nurses and other department staff. 

Skills & Abilities: 

1. Demonstrated organizational skills and attention to detail required. Ability to prioritize work and complete tasks in a timely manner. 

2. Ability to work independently and accurately with excellent follow-through. 

3. Basic to moderate computer skills including documents, spreadsheets, e-mail and automated scheduling software and the ability to navigate through hospital-based computer systems. 

4. Ability to read, write and spell in English to ensure accurate message taking. 

5. Knowledge of business math, ability to make calculations and analytical skills required. 

6. Good interpersonal skills.  

7. Knowledge and ability to use universal precautions and knowledge of patient handling. 

8. Ability to complete and pass competency exams in waived test list for practice. 

9. Ability to maintain sensitive and confidential information.  

10. Skills and knowledge necessary to provide care to patients throughout the life span, with consideration of aging processes, human development stages and cultural patterns in each step of the care process. This includes: Knowledge of growth and development; Ability to interpret age specific data and response to care; and Provide age specific communication. 

11. Ability to maintain sensitive and confidential patient information according to HIPPA. 

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided 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. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.