Job description
The Clinical Team Leader is a member of the Medical Assistant (MA) staff in the ambulatory setting. Oversees and coordinates all administrative matters relating to financial and personnel operations for the designated MedStar Health medical practice or location. Coordinates patient scheduling and registration, and manages patient throughput. Oversees daily functions of assigned staff and practice area. Coaches others for safety and engages in the training, orientation, and competency assessment of Medical Assistant staff. Responsible for management of office supplies, customer service and service recovery, and daily operations workflow. Responsible for supervision of staff.
Education
Education
- High School Diploma or GED or equivalent required or
- Bachelor's degree preferred
- 3-4 years Progressively more responsible job-related experience in patient care setting required and
- 1-2 years Experience as a medical assistant at medstar health required
- Certified Medical Assistant (CMA)-AAMA by the American Association of Medical Assistants required or
- Registered Medical Assistant (RMA)-American Medical Technologists through the American Medical Technologists or equivalent required and
- BLS - Basic Life Support for healthcare providers certification required
- Job requires a moderate level of problem-solving and critical thinking.
- Standard methods, guides, and procedures are generally available.
- Excellent customer service/patient interaction skills to include service recovery;
- computers and electronic medical record (EMR) skills and ability to function in a variable multi-specialty clinical setting.
- Excellent verbal and written communication skills.
- Ability to establish and maintain effective working relationships with associates, providers and other leaders.
- Ability to multitask and to maintain a work pace appropriate to the workload.
- Ability to follow verbal and written instruction.
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
- Acts as a backup resource for administrative positions in the practice, including but not limited to assisting with all staff responsibilities when staffing issues arise.
- Analyzes supply usage, maintains knowledge of what supplies are required per location and oversees ordering and maintenance of required supplies within the location. including managing expiration dates and par levels.
- Assists in the selection, training, orienting, competency assessment, and assignment of department staff. May assist with development of standards of performance management planning. May initiate or make recommendations for personnel counseling and actions. May act as a preceptor for newly hired associates.
- Demonstrates behavior consistent with MedStar Health mission, vision, goals, SPIRIT values, objectives, and patient care philosophy.
- Ensures patient and guests have a superior experience. Serves as a liaison between patients and staff. Resolves problems, conflicts, concerns, and complaints to attain maximum patient satisfaction and care experience. Identifies opportunities and mentors staff to develop customer service skills and delivers appropriate counseling and training. Initiates service recovery as needed.
- Fosters a high reliability culture through encouragement of patient safety event reporting (including near miss reporting), application of a system approach to resolving issues, allowing time for discussion of safety events and performance improvement activities, and enforcing a just culture through use of performance management decision algorithm and care for the caregiver for traumatic events. Functions routinely as a coach for safety for the department.
- Serves as a super user for EMR and Patient Registration tools; trains other staff and upholds best practice workflows for clinical documentation, thoroughness, safety, and efficiency.
- Implements, monitors, and reinforces MedStar Health practice or location policies and procedures. Recommends new or modified policies and procedures to reduce cost and/or improve staff performance. Works with site leadership and other MedStar Health management to modify and streamline workflows and improve other processes to create an efficient site.
- Maintains current knowledge of technical and business development and communicates relevant information to the team. Supports organizational initiatives related to new technology, clinical programs and improving the patient experience; seeks opportunities for improvement in all clinic administrative processes and services. Communicates new policies and procedures, and new workflows to all MedStar Health practice or location staff and provides training on the new workflows as needed. Mentors staff through changes and helps team build resilience.
- Oversees front desk operations and staff for designated area. Ensures proper best practice workflows and that patients are greeted and registered promptly and courteously; eligibility is verified, and copayments and full payments are received from all patients as required; and proper identification is obtained from patients. Reviews encounter forms daily for completeness and correctness.
- Performs user audits and functions related to staff inputting data into the EMR. . Performs assigned audit functions to ensure data are properly communicated to the billing company. Maintains ongoing communication with the billing company.
- Supports lab CLIA director with oversight of Point of Care Testing, compliance with regulatory and accreditation requirements, and daily, weekly, and monthly reconcile to ensure a safe process.
- Ensures proper training for new associates; implements proper training for new procedures, equipment, emergency preparedness and policies/protocols. Completes competency assessment of staff; maintains comprehensive documentation of training and competency assessment efforts according to Record Retention policy.
- Participates in ongoing professional development opportunities including online education for leaders, Medical Assistants, and Patient Service Coordinators. Encourages participation from staff and when possible makes time for them to attend or review recorded training. Mentors staff in career development opportunities; assists practice administrator to guide medical assistants with the application process to become a Senior MA, including creation of a Development Plan.
- Supports other members of the clinical team when patient bottlenecks occur; assists in the intake of patients and assuring optimal patient flow; manages variable and unpredictable patient volumes during hours of operation. performs the duties of a Medical Assistant and completes documentation as required.
- Prepares associate work schedules and arranges for adequate staffing coverage to maintain optimum patient service.
- Reviews and verifies daily TOS receipts, end of shift reconciliation, conducts an audit of services rendered to account for all cash collected. Ensures cash security and cash balancing are properly maintained and completed. Makes semi-weekly deposits or serves as point of contact for courier pickup of deposit.
- Participates in meetings and on committees and represents MedStar Health practice or location in community outreach efforts as required.
- Performs other duties as assigned.
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