Service

Service Description

Pre-Visit Patient Care

1. Coordinates pre-visit planning with RN and Medical Provider on assigned team.
2. Review protocols that are due for the patient.
3. Work with RN to contact all new patients presenting with Chronic Disease indicators before their first visit to complete a Pre-Visit assessment that includes medications, pharmacy information, past medical history, medication list, and problems. The MA will complete screenings for SDOH, alcohol, PHQ2, GAD 2, smoking, drugs, safety, etc. 
4. Identify High Needs Patients with Medical Provider and works with RN to contact all identified High Needs Patients prior to the next visit to determine if care plan objectives from the previous visit have been completed. If there has been interim care outside the organization
5. The MA will request medical records, consent for the office visits, and if the patient has any concerns that the team can prepare for.
6. Identify patients’ special needs, such as translation and transportation, to collaborate with CHW services.
7. If the patient identifies that the order result is not available in the patient’s chart, inform the patient to complete labs, imaging, and consult prior to the visit.
8. Advised patient to bring necessary paper works, logs, medication bottles, and/or vaccination card as needed.
9. Check inventory and supplies. 

Patient Care during Visit

1. Prepares room to include refreshing exam table cover, stocking with supplies, setting up for applicable tests and care procedures, cleaning blood pressure cuff, etc.
2. Checks schedule for patient arrival. If a patient has arrived early and there is a no-show or cancellation, the MA works the patient up early.
3. Verify patient identity using at least two identifiers: name, DOB, and preferred.
4. Follows expanded standard room protocol, including obtaining patient vitals, performing applicable EKG, hearing and eye tests, etc.
5. Collects and documents visit information in EMR, including the purpose of the visit, transitions of care, medications, etc.
6. Conducts screening for smoking, depression (PHQ-2), and anxiety (GAD-2), verify medications and refills, drug allergies, immunization update, medical screenings, and preventative health care gaps.
7. Confers with Medical providers on a team and participates in data gathering, setting patient expectations, and care coordination of High Needs of patients, as requested by the medical provider.
8. Facilitates financial assistance and QUEST application processes by referring patients to Member Services and assists the patient in obtaining needed services in the community.
9. Coordinate with CHW to access the blood pressure machine and glucometer. 
10. Discharges patients with their Clinical Summary Visit and RTC information and verifies understanding as needed.

Administrative Responsibilities

1. Answer the telephone with your name and title.
2. Assists provider EMR Inbox, physical mailbox, and patient-related paperwork.
3. Contacts and/or send letters to “no show/canceled appointment” status and reschedule patient.
4. Performs patient care coordination, including completing patient Prior Authorizations, scheduling external referrals, completing internal referrals, maintaining tracking systems, etc.
5. Checks emergency equipment at the beginning of the shift, including oxygen and emergency medication for outdates, as assigned.
6. Performs quality control lab tests and sterilizes instruments as assigned.
7. Check, maintain, and report the inventory supplies to Lead MA and clinical team manager.

Quality and Safety

1. Participates in self-education required to maintain patient care competencies.
2. Works with the team to meet quality clinical measures set by the organization including preventive measures and clinical protocols.
3. Participates in quality initiatives as directed to fulfill the organizations grant obligations and insurance requirements.
4. Practices within the Clinical Protocols and Guidelines and Policies and Procedures of the organization.
5. Participates in the clinics Emergency Preparedness Plan.

Other

·Other duties, as assigned, and within scope of practice

Service

Service Description

Medication Administration

1. After demonstration of individual competencies, participates in the safe administration of medications via the following routes:

a.Oral

b.Topical

c.Intramuscular injections

d.Subcutaneous injections

e.Immunizations