Medical Assistant Trainer - Quality Assurance

SUMMARY:

Develops and provides employee training programs for on-boarding and new employee support. Performs needs-assessments, develops, and implements training for staff on operational best practices. Provides a 60 day review to ensure best practices and standardized workflows are observed. Performs audits and provides necessary training for Medical Assistants. Recommends and coordinates training for established staff and new hires. Provides exceptional patient experience by delivering friendly, prompt, and quality service to TMC Ones valued patients. Obtains and hones knowledge, skills, and abilities in Medical Assistant work flow and specialty office work flow.

ESSENTIAL FUNCTIONS :

Plans, develops, and implements training programs for employees on back office work flow.

Conducts skills training for new employees.

Trains Medical Assistant staff on obtaining prior authorizations, scheduling of procedures, sterile tray set- up, sterilization process of instruments, overdue results, and other related tasks to assist physician and patient.

Trains personnel on appropriate AIDET Protocol - Escorts patients to and from the exam room, how to take vital signs, reason for visit, and additional work flow related duties for rooming patients.

Documents all clinical interactions with patient and signs documentation via EPIC.

Performs and trains Medical Assistants in clinical skills such as immunizations, medication administration, EKGs, ear lavages, and other procedures deemed appropriate for training new staff.

Promotes effective customer services practices; exhibits excellence in-customer service through appropriate attitude and interaction with all patients, visitors and staff ; adheres to and supports team members in exhibiting the TMCH values of integrity, community, compassion, and dedication.

Completes written workflow analysis for the purpose of training and improvement.

Performs audits, skills testing, and remediation for new employees in their first 60 days of employment.

Provides individual coaching for employees in their first 21 days of employment and provides written reports for the Management staff on progression and areas that need further development.

Supports quality improvement initiatives through team participation, process change implementations, and other activities.

Coaches staff members on how to explain all necessary compliance forms and obtaining patient signatures as required by regulatory agencies.

Maintains appropriate filing systems, records, reports, and confidential files to ensure quick retrieval of information.

Assists medical caregivers with patient management, tracking and monitoring requirements.

Trains Medical Assistants on answering phones, pre-screening using appropriate triage skills, calling in prescription re-fills, calling patients with test results, and scheduling patients for next appointments.

Trains Medical Assistants on Cisco phone systems including documenting telephone encounters, routing messages, EPIC In-Basket, telephone protocol timeline, triaging, and other phone operations as assigned.

Adheres to TMCH organizational and department-specific safety and confidentiality policies and standards.

Establishes positive relationships with all TMC One locations and administration.

Willing to get locally credentialed in Ambulatory EPIC.

MINIMUM QUALIFICATIONS

EDUCATION: High School diploma or General Education Degree (GED); or an equivalent combination of relevant education and experience.

EXPERIENCE: Preferred minimum of three (3) years of related experience and knowledge of third party payers, AHCCCS guidelines, and EMR Systems.

LICENSURE OR CERTIFICATION : Certified Medical Assistant (CMA) and/or Registered Medical Assistant (RMA) and Cardio Pulmonary Resuscitation (CPR) certification required