About Texas Children's Hospital
Job Duties & Responsibilities
We are searching for a Medical Assistant II — someone who works well in a fast-paced setting. In this position, you will provide patient care and excellent customer service in the ambulatory setting. To assist in the coordination of flow and provider schedules to effectively manage patient care. Think you’ve got what it takes?
Demonstrates positive and effective interpersonal skills, communication, and customer service skills. Welcomes and interacts with all patients, families, and visitors in a professional, timely, age appropriate, and culturally sensitive manner. Introduces patients/families to My Chart and assists with the enrollment as needed. Responds to customer questions with prompt information and/or service related to appointment status, wait time, or unanticipated problems. Communicates with patients, staff, and providers regarding patient arrivals, delays, and clinic processes. Proactively approaches dissatisfied customers and implements customer service recovery measures. Identifies prolonged wait times for patients in waiting room and reports to team lead or Practice Leader. Obtains translation services as needed for patients and/or families. Participates as a member of the care team, working with each member of the team to meet goals of patient as identified in care and treatment plan; participates in care team meetings such as daily huddles, monthly staff and Center Team. Attends staff meetings or signs attendance records for reading of minutes and attends mandatory training and development activities by established guidelines as evidenced by supervisory observation and written/verbal feedback. Notifies licensed staff or supervisor when unable to complete assigned s or responsibilities.
Collaborates with clinic staff to ensure efficient patient flow. Prioritizes patients to be roomed based on appointment and arrival times and other clinic procedures. Notifies provider of the arrival of the first clinic session patient once patient is roomed. Turns over the exam room preparing it for the next patient visit, utilizing appropriate infection control procedures. Verifies completeness of required paperwork coming from the welcome desk or completed by the patient to ensure accuracy of information. Assists, as needed, licensed staff with the non-financial aspects of the inpatient admission process, e.g., assists with patient escort, helps with paperwork as needed. Opens and closes clinic. Performs environmental assessments in clinic area at least monthly or assigned by leader. Inspects and oversees equipment readiness, corrective action and follow-up and reports status on equipment issues to leader monthly or as directed. Reviews the appointment schedule to review that all necessary medical record data is available for the provider (examples: laboratory or diagnostic imaging reports, school assessments, new patient referral information, etc.) Requests to obtain any missing medical records and informs appropriate personnel of unavailable data prior to appointment.
Provides high quality, cost-effective patient care in collaboration with clinicians and in conjunction with the patient/family. Assists in the collection and documentation of patient/family data which included biophysical and psychosocial information according to clinic scope. Reports abnormal data/data out of range to RN or provider. Administers inhalation, topical and unit dose oral or injectable medications as directed by provider and per clinic policy/protocol. Documents administration of medication in the medical record. Documents adverse reactions to medications per policy and procedure and notify the nurse or provider. Notifies Practice Leader, or designee, of needed medications and supplies weekly. Maintains integrity of medication supplies by following Infection Control and inventory control guidelines. Assists with the preparation of equipment and aids physician during treatment, examination, and testing. Accurately documents telephone or refill messages in the medical record and notifies licensed provider. Follows established policies and procedures for the sterilization of surgical instruments and documents related QC activities accordingly. Responds to emergency situations in accordance with policy. Assembles necessary paperwork for each patient. This includes obtaining a billing sheet, order entry forms, intake forms, etc. Delivers paperwork to appropriate destination by the required time. Stocks rooms daily with necessary clinical supplies, forms, and office supplies. Discards expired stock. Ensures and participates in ongoing communication with other health care team members in order to enhance the patient’s plan of care and facilitate clinic operations. Informs family of their “care plan” for this visit to the Center. Anticipates any needs the family may have during their stay. Determines if the family has other needs that are not currently addressed in today’s care plan. If so, revise the plan along with the provider to address these needs.
Collects Specimens and Performs Laboratory Test. Verifies provider order and patient per practice protocol. Collects and processes specimen according to manufacturer instructions and using proper technique. Follows practice protocol in reporting and documenting results. Performs and documents scheduled quality control, instrument maintenance and calibration procedures according to manufacturer information. Maintains and prepares reagents appropriately and performs and documents required reagent checks, including monitoring of expiration dates. Takes appropriate action and documents out of control values per manufacturer guidelines. Troubleshoots and documents instrument problems and makes minor adjustments, when applicable, by consulting instrument manual and the appropriate technical support service. Participates in CLIA/COLA-approved proficiency testing program. Maintains records of proficiency results. Communicates any quality control issues, proficiency issues and/or instrument failures to Lab Medical Director and Practice Manager as they occur. Coordinates with outside lab verifying patient location for lab and documents per practice protocol. Directs patient to approved lab if specimen is not to be obtained in practice. If specimen is sent to an outside laboratory, ensures the specimen is collected and sent per practice and lab protocols. Assures results are received and provider is notified of results. Reports all lab errors immediately to supervisor after becoming aware of error. Assures encounter form reflects test performed. Notifies Operations Support Leader, or designee, or needed laboratory supplies weekly. Assures compliance with regulatory requirements, i.e., CLIA/COLA and OSHA.
Completes check out for patients and families. Reviews order for completeness, clinical indication and signature. Enter them into the order-entry system. Ensures that requisitions have necessary clinical, demographic, billing and payer information. Contact the ancillary department to confirm the date and time of the scheduled activity. Communicates the date, time, location and required preparatory information to the patient/parent. Escorts patient to the next point of service within The Center (next appointment, lab area, welcome desk). Schedules the next appointment as ordered by the provider into scheduling system. Provides appointment information to patients. Notifies licensed provider of the need to overbook in the scheduling system as appropriate. Offers alternate locations and/or providers to accommodate patient needs. Collaborates with Referral Clerks or Patient Access Specialist for subspecialty appointment scheduling considering the preferences of the patient and family for follow-up appointment day and time.
Facilitates patient flow as the scheduling master for the clinic. Monitors patient flow and fills in or assigns staff as necessary to avoid bottleneck and assure minimal patient wait and alone time. Monitors provider schedules and makes necessary changes to the master schedule as allowed (blocking for vacation, full shifts of scheduled sessions) and coordinates contact with patients to change their appointments. Provides regular reports to the leader regarding the frequency of and number of patients impacted by provider schedule changes. Assures appropriate resources are available for patient visits (i.e., translators, equipment, reports). Communicates regularly with patients to set appropriate expectations of their wait time and inform them of delays. Reviews new referrals with provider of the day regarding appropriate appointment status. Reviews provider schedule for open slots to appoint patients. Accommodates walk-ins per practice protocol.
Supports Quality and Safety Aspects of Center Operations. Ensures proper environment of care by observing and enforcing infection control policies in administering care and promoting safety of all patients and personnel. Participates in the Center’s Quality Committee and makes recommendations for general performance improvement and/or quality improvement activities at the clinic level. Serves as a positive role model and champion for change initiatives. Collaborates with colleagues and leaders to develop quality service-focused measures to resolve clinic and/or Center issues. Contributes to the achievement of HEDIS metrics through actions and behaviors that drive quality patient care outcomes.