CMA/LPN

Position Specific Competencies

• Certified/Registered Medical Assistant
• Uses an appropriate problem-solving approach to plan services.
• Uses electronic medical records in a clinic setting demonstrating progressive efficiency with this method of technology.
• Answers phones, routes calls, and/or takes accurate message.
• Adapts to a phone menu if one is in use.
• Demonstrates a sense of urgency relating to patient’s level of distress.
• Triages basic patient care needs generating telephone encounter or written message depending on the situation.
• Manages the scheduling of patient appointments.
• Registers new patients and maintains current accurate up to date demographic and insurance information for all patients.
• Completes and/or assists patient to complete signed demographic registration, consent to treat minor, etc. according to policy regulations associated with Privacy Notification.
• Verifies insurance eligibility, scans insurance card.
• Checks patients in and/or out for visit in appropriate manner.
• Demonstrates accurate and appropriate use of ICD-10 and CPT codes.
• Posts charges and payments accurately and accordingly to policy.
• Reconciles all financial data for end of day and end of month correctly and in compliance with clinic policy.
• Processes patient referrals for tests and referrals to specialists; monitors referral work queue for follow up.
• Affords assistance to nursing and/or other clinic personnel in follow-up to ensure patient compliance, receipt of test results, and reports from specialists, acting pro-actively to contact patient with test results.
• Works with patient and clinic manager to effectively manage patient accounts and performs certain financial assistance tasks as delegated and monitored by the clinic manager.
• Recognizes how fraud and abuse interplay into daily role.
• Assists as needed with any medications pre-authorization and or appeals in a timely and appropriate manner.
• Provides clinical coverage when necessary performing duties within scope of CMA.
• Forwards request for medical records to release of information department.
• Performs other duties as assigned by clinic manager or clinic provider within scope of practice.
• Provides services with consideration of the recipient’s needs.
• Maintains work area in neat, organized manner.
• Secures patient information in desk drawers or folders;
• Secures all receipts, cash drawer, etc. under lock and key overnight and when away from work area.
• Locks computer system as needed when away from work desk to protect PHI for patients.
• Greets and direct patients and visitors in a courteous manner, informing them of delays or changes in patient flow.
• Manages appointment schedule to ensure provider efficiency and patient satisfaction.
• Makes sure the reception area is managed to ensure patient comfort and prompt response to patient distress or concerns.
• Wears FH name badge and introduces self to patient as needed and required by the situation.
• Uses equipment/supplies correctly.
• Maintains equipment in proper working order.
• Follows manufacturers’ manuals for care of office equipment.
• Notifies manager of equipment failure.
• Maintains adequate supply of materials and forms.
• Uses supplies conservatively.
• Keeps a neat, orderly, and safe work area.
• Uses appropriate safety and infection control measures.
• Adheres to established infection control measures.
• Assures patient safety by following applicable patient safety goals established by the Hospital.
• Teaches/directs/advises/informs others in an appropriate manner.
• Communicates clearly with providers, manager, co-workers, and patients.
• Educates and informs patients about clinic policies, procedures, and processes using basic simple language and principles of adult learning.
• Involves clinic manager in all patient concerns/complaints in a timely fashion after first trying to diffuse the situation.
• Accurately collects co-pays and deductibles teaching patient necessary information about their insurance policy as needed and directed by the situation.
• Directs patients in need of pre-certifications or authorization.
• Maintains correct documentation of barriers to learning in sticky note (blue).
• Reports/records information appropriately.
• Uses approved format for recording and reporting messages. i.e., telephone encounters, etc.
• Maintains written reports of all situations requiring the manager’s attention.
• Reconciles cash receipts and reports as instructed by policy.
• Monitors habitual no shows or late patients, reporting and communicating as needed to clinic manager.
• Utilizes the EMR system if in place to facilitate role as it related to referrals, follow-up patient instructions, or other activities required in a clinic setting to augment quality for patient care and coordination.
• Licensed Practical Nurse (LPN)
• Uses an appropriate problem-solving approach to plan services.
• Obtains vital signs and general health information for patient chart and prepares patients for examination.
• Maintains patient health record in an up-to-date status especially regarding pain assessment and current medication sheet.
• Assures documentation is complete, concise, and correct.
• Prepares and maintains exam rooms and medical equipment for patient visits.
• Contributes to plan of care for individuals and groups of patients utilizing all principles to reduce medication errors when handling or calling in medications or refills.
• Demonstrates initiative in suggesting and implementing problem solving approaches and planning performance of service.
• Prepares and maintains exam rooms and medical equipment for patient visits regarding all safety checks and HIPAA guidelines and adapts same HIPAA principles to chart documentation and exposure as well as discussing PHI in front of anyone other than patient.
• Tries to triage patients and enters accurate and concise data into the EMR while paying attention to spelling and clarity.
• Navigates the EHR system in an efficient manner.
• Facilitates quality care management through best practice utilization of the clinic EHR EMR.
• Promotes continuity of care seen by appropriate actions notes and prompt follow up.
• Answers phones, routes calls and or takes accurate message.
• Demonstrates a sense of urgency relating to a patient’s level of distress.
• Tries to triage basic patient care needs, generating a telephone encounter depending upon the situation.
• Affirms accurate and appropriate use of ICD-10 and CPT codes.
• Forwards requests for Medical Records to Health Information Management Systems.
• Recognizes how fraud and abuse interplay into daily role.
• Ensures orders are entered correctly to capture appropriate charges.
• Refills medications according to medication refill guidelines.
• Identifies barriers related to Social Determinatesants of Health (SDOH) and notifies provider.
• Astute and sensitive to patient satisfaction as it pertains to customer service- people skills in all clinical situations.
• Provides services with consideration of the recipient’s needs.
• Ensures that patients are placed in exam rooms and seen by the provider in a timely manner.
• Affords assistance to nursing and or other clinic personnel in follow-up to ensure patient compliance, receipt of test results, and reports from specialists.
• Be proactive in contacting patient with test results.
• Monitors the reception area to ensure patient comfort and prompt response to patient distress or concerns.
• Wears FH name badge and introduces self to patient as needed and required by the situation.
• Uses equipment/supplies correctly.
• Ensures that equipment and other instruments are properly set up for the providers’ use.
• Maintains the medical supplies necessary for providers to perform their examinations.
• Uses appropriate safety and infection control measures.
• Ensures that all OSHA regulations and other appropriate policies are followed.
• Actively participates in the established QI/Risk Management Program.
• Wear gloves and follow Body Substance Isolation Standards whenever examining the patient or contacting blood or body fluids.
• Ensures all needles are placed in sharps containers and disposed of properly.