Medical Support Specialist Lead

SUMMARY:

The Lead Medical Support Specialist shows genuine warmth with patients and has the ability to make them feel comfortable in the center while providing effective and technically competent nursing assistance to both patients and Camarena Health clinical providers. The Lead Medical Support Specialist provides or facilitates the provision of information needed by both patients and clinicians. Furthermore, s/he insures a smooth and well-connected patient flow. The Lead Medical Support Specialist reports to the Health Center Manager.

EXPECTATIONS:

• Arrives on time and adheres to set schedule.

• Responsible for ensuring prompt medical support; promotes a smooth patient flow; collects and records data accurately; maintains order of exam rooms, equipment and supplies
• Responsible for ensuring that personnel for whom they are responsible are fully trained and competent
• Provides education and information to patients (and staff), making sure patients’ questions are answered and anxieties alleviated and interfaces with community-oriented activities and staff
• Achieves the organizational mission to provide health care access for all the members of the community. Ensures that patients and families get the care they need when they need it.
• Consistently and openly communicates issues, goals, and feedback with supervisor and all staff
• Works flexible or extended hours where necessary
• Participates in health center in-services, listening and respecting others’ ideas
• Abides by Rules of Confidentiality
• Provide competent management and leadership to back office staff
• Monitor and maintain appropriate patient flow
• Responsible for appropriate deployment of staff resources (e.g., staff scheduling) and will work as a float as required
• Ensures that Pod has necessary supplies to operate and manages resources effectively
• Use of professionalism and best efforts in your position.

DUTIES and RESPONSIBILITES

1. Focus on Staff Support:
   1. Insures that staff is responsible and accountable for exam rooms set up and neatness.
   2. Solves what problems at “point of contact.” Is responsible for formal patient complaints/grievances and will work with the Chief of Health Center Operations and Health Center Manager to resolve issues.
   3. Is part of department management team responsible for the assessment and recommendation of clinical and needed improvements with Health Center Manager.
   4. Demonstrates effective point of contact for problem-solving, initiative, and sound judgment in recommending and implementing systems improvements.
   5. Is responsible for ensuring the continued maintenance of a safe and effective workplace.
      1. Maintains the duties and responsibilities listed within the guidelines of Lead Medical Support Specialist assists staff in meeting the requirements to perform effectively within their position.
         1. Assures that each Medical Assistant/Medical Support Specialist is a functioning member of the team by facilitating and ensuring proper training to all team members within their area.
         2. Holds staff accountable for performance. As part of this, is responsible for the evaluation of team members within their area.
         3. Responsible for ensuring that personnel for whom they are responsible are fully trained and competent.
         4. Responsible for appropriate deployment of staff resources (e.g., staff scheduling) and will work as a float as required.
         5. Practices and ensures that all staff is trained and proficient in the use of universal precaution per protocol and keeps work areas clean and clutter free.
            1. Disinfects, sterilizes, and autoclaves medical equipment according to guidelines.
               1. Initiates or requests that staff initiate work request for any malfunctions of

equipment.

1. Focus on Service to Patients:
   1. Responds to and connects effectively with patients. Listens to our customers, treats them with respect, gives them the quality they expect and deserve and responds immediately to patient/staff problems and needs.
   2. Consistently secures and protects patient information: activates screen saver, minimizes screen, or log off when walking away from computers for any period of time.
   3. Listens attentively to patients’ complaints and record all information (e.g. medication, last menstrual period, birth control method) in our Electronic Health Records computer system.
   4. Performs specimen collection, preparation and maintains required logs.
   5. Performs EKG’s, accu-checks, and other diagnostic procedures according to guidelines.
   6. Assures Medical Assistant/ Medical Support Specialist staff seek initiative to keep patient informed of upcoming procedures and requirements, to facilitate patient focus, involvement, and cooperation.
   7. Provides oversight for patients smoothly from back office areas and checks for any last-minute questions.
   8. Relieves patients’ stress and anxiety with clear information.
   9. Provides patients with required educational materials including; lifestyle brochures (LCB), Vaccine Information Statements (VIS), informs patients of content and answers any questions.
   10. Promotes positive relationships within pod and with other departments.
2. Focus on Patient Flow:
   1. The lead MSS is responsive to the needs of patients, clinicians, and team members.
   2. Maintains effective smooth patient flow at each location assigned. Assists in rotation of M.S.S./M.A.’s at other pods as needed with patient work up or dismissal, (when appropriate).
   3. Ensures consistent utilization of software locator when rooming patients and scheduler to flow them out.
   4. Utilizes software locator to monitor flow simultaneously at all sites; take the initiative to cover as needed. Uses best judgment to improve flow on a daily basis, motivating staff and providers.
   5. Maintains open communication with the front support staff, routinely checks status of patients waiting to be registered and relays status to the clinicians. Communicates with other leads to help resolve flow issues continuously.
   6. Assures proper dismissal of patients effectively (e.g., complete lab requisition; administer injections and immunizations according to guidelines, giving appointment, double check paperwork).
3. Focus on Clinicians:
   1. Works in conjunction with the Patient Services Advisor for walk-in patient (i.e., obtains and documents patient chief complaint and presents to provider to determine if patient is to be seen or needs to be referred out).
   2. Assists providers by maintaining pace keeping them informed of patients that are ready.
   3. Prepares and sets up patients for exams according to providers’ expectations.
   4. Forewarns clinicians of possible complicated visits.
   5. Assists providers when assistance is needed (i.e., chaperoning, translation, etc.).
   6. Helps patients by providing basic knowledge of types of services provided by outside facilities.

6.0 Focus on Communication:

6.1 Practices effective telephone etiquette (e.g., think before you dial, make notes before you call, put a patient on hold courteously, replace calls with e-mail whenever suitable, leave precise messages).

6.2 Maintains good open communication throughout the Health Center.

6.3 Communicates any delays or changes of schedule to Front Support, Community Wellness (Chronic Disease), and Clinicians.

6.4 Communicates room availability with all appropriate staff, including providers.

6.5 Utilizes e-mail to communicate with staff members and checks messages on a regular basis (i.e., Outlook Express, HealthPort, etc.).

6.6 As a team member of Camarena Health the Lead Medical Support Specialist respects and protects information regarding patients and other team members and abides by the rules of the Confidentiality Protocol.

6.7 Maintains good rapport with outside doctor offices and facilities

1. Focus on Teamwork:
   1. Shows consideration through consistent participation: ready at work on time and consistently prepared.
   2. Fully and clearly discloses key information to any team member in order to facilitate getting work done, problems solved, decisions made, etc.
   3. Maintains confidentiality in appropriate matters, such as patient information, and personal issues.
   4. Promotes teamwork in areas of flexibility and rotation.
   5. Works flexible or extended hours where necessary.
   6. Consistently reports to work on time. Internalizes attendance policies and makes effective and workable decisions for self, families and service delivery.
   7. Demonstrates consistent support and cooperation with all staff members, regardless of unit, department, or level.
   8. Promotes mutual respect and allows others to get their work done by limiting interruptions.
   9. Fits in well with team, gets along well with peers.
   10. Demonstrates self-initiative & self-motivation to help the team with work flow; good team player. Acquires and maintains the knowledge and skill necessary to work in all service pods.
   11. Demonstrates integrity and honesty.
   12. Participates in health center in-services; listens to and respects others’ ideas.
   13. Demonstrates good problem-solving skills, offer input/ideas when generating solutions.
   14. Various other duties as assigned by supervisor. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.

1. Focus on Infection control and maintenance of medical equipment:
   1. Promotes universal precaution practices per protocol and keeps work areas clean and clutter free.
   2. Assures staff disinfects, sterilizes, and autoclaves medical equipment according to universal precaution guidelines
   3. Ensures staff clean & disinfect rooms for before and after patient visits.
   4. Maintains daily log upkeep (dx test machines, refrigerator, etc.)
   5. Initiates work request for any malfunctions of equipment, then obtain Supervisor’s approval.

Minimum Requirements:

Education:

• High School Diploma or GED
• Certification as Medical Assistant, (Registered M.A. preferred)
• CCMA Certification or equivalent (Has to be obtained within 6 months of your date of hire)

Prior Experience:

Skills:

• Bilingual (English/ Spanish) preferred
• Quickly builds and maintains rapport with patients, providers, and staff of differing backgrounds; team player
• Flexible: learns to function at all facilities
• Demonstrated good problem-solving skills
• Demonstrates or develops intermediate computer skills
• Telephone courtesy
• Customer-service oriented
• Proficient with modern office practices and procedures including email
• Attention to detail and excellent follow-through on work tasks
• Able to handle multiple tasks with perseverance and patience

Physical Requirements:

• Must be able to move up to 20 pounds and push up to 50 pounds (on wheels).
• Must be able to hear adequately to auscultate B/P’s and be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to clients and staff.
• Must be able to have vision that is adequate to read increments of tuberculin/insulin syringe accurately, read memos, a computer screen, personnel forms and clinical and administrative documents.
• Must have high manual dexterity.
• Must be able to reach above the shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouching, reaching, kneeling, twisting/turning, fingering and feeling.