JOB SUMMARY 

Under the supervision of the UCSF Health Primary Care Administrative Nurse Manager, guided by policies and procedures of the Ambulatory Services, the Hospital Assistant III assists in the delivery of care to patients at UCSF Primary Care. Hospital Assistant III will be primarily responsible for the members of their primary care team as well as providing back up support to other teammates. The Hospital Assistant III will play a critical role in the patient experience including optimizing clinic flow, providing in and outreach to patients and working collaboratively with the team to create a patient centered environment. This position floats between the front and the back office performing both clerical and clinical duties. Work includes a variety of personal care and nursing care procedures including assuring positive care outcomes. S/he will perform assigned patient care and laboratory procedures in support of services provided to patients within the practices. S/he is required to learn and be able to assist in all functions of the practices to include back and front office. The Hospital Assistant III consistently projects a professional and courteous demeanor, helps establish and maintain the highest service standards for the practice and complies with the Medical Center House and Telephone Standards. The MA must have flexibility to cover multiple UCSF medical center primary care clinic sites. 

DUTIES & ESSENTIAL JOB FUNCTIONS 

LIVING PRIDE STANDARDS 

Service Excellence 

• Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center’s values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.

• Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits teamwork skills to positively acknowledge and recognize other colleagues and uses personal experiences to model and teach Living PRIDE standards. 

• Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices 

• Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information. 

• Demonstrates an understanding of and adheres to safety and infection control policies and procedures. 

• Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. 

Work Environment 

• Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture. 

• Picks up and disposes of any litter found throughout entire facility. 

• Posts flyers and posters in designated areas only; does not post on walls, doors or windows. 

• Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.

• Protects the physical environment and equipment from damage and theft. 

OTHER FUNCTIONS AND RESPONSIBILITIES 

• Performs other duties as assigned. 

• Assist in other departments when necessary. 

• This position may require support across multiple locations and will be expected to work and travel between multiple sites as needed, based on operational needs. 

• Practicing and maintaining State and other regulatory body (e.g. JCAHO) policies 

• Demonstrates accountability and responsibility for department expectations and standards. 

REQUIRED QUALIFICATIONS 

• Certification from an approved Medical Assistant program or equivalent combination of training and experience. 

• One year experience as a Medical Assistant in a medical practice.

• Knowledge and abilities essential to the successful performance of the duties assigned to the position. 

• Current American Heart Association CPR Certification. 

• Certification in phlebotomy (CPT) 

• Demonstrated computer familiarity, keyboard skills, computer literate in programs such as Microsoft Word and Excel. 

• Willingness to learn new computer programs as needed to sustain practice operations. 

• Ability to work effectively with people from diverse cultures and diverse socioeconomic situations. 

   

  ****If applicant does not have a CPT-1, they will be hired as Hospital Assistant II and will be reclassified to a Hospital Assistant III once they receive CPT-1 certification with the State of California

   

PREFERRED QUALIFICATION 

• Familiarity with Epic (APeX) electronic health record system

• Familiarity with immunizations including cycles and standard recommendations 

• Experience working with the public, preferably in a medical/hospital/clinic environment 

• Demonstrated fluency in Spanish or Chinese language: speaking, reading and writing 

• Internal Medicine, Geriatric, Family Medicine and Pediatric experience 

• Familiarity and/or prior experience using a disease registry to track a population of patients 

• Experience collecting, and entering data, identifying errors and missing information, and performing basic analysis 

REQUIRED LICENSES/CERTIFICATIONS 

• American Heart Association BLS – CPR Certified 

• Certification in phlebotomy (CPT) 

   

  ****If applicant does not have a CPT-1, they will be hired as Hospital Assistant II and will be reclassified to a Hospital Assistant III once they receive CPT-1 certification with the State of California

   

POPULATIONS SERVED  

Employees who routinely provide direct patient care require a statement concerning Populations Served Competencies. Typically, a statement such as “Demonstrated ability to provide appropriate care based on the needs of a specific individual, including the patient’s age.” is sufficient. Select from the following patient age categories. 

Infant

Child

Adolescent

Adult

Geriatric