Medical Support Assistant

Bethesda, Maryland, United States | Full-time

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JOB PURPOSE 

JVM is hiring Medical Support Assistants, whose duties include following a few clearly detailed procedures in performing simple repetitive tasks in the same sequence, such as aide in laboratory/clinical center, filing pre-coded documents in a chronological file or operating office equipment, e.g., scanner, photocopier, or printer. This list of duties may not be all inclusive. The duties to be performed are dependent on the location that the medical support assistant will be assigned to work. 

 DUTIES AND RESPONSIBILITES 

  • Have knowledge of the Enterprise Scheduling System and any other Institute specific patient appointment scheduling system.  

  • Have knowledge of the specific scheduling guidelines for the area assigned.  

  • All appointment requests should be submitted via the electronic appointment request (EAR) in CRIS, unless there is a CRIS downtime. Notify government supervisor if requests are being submitted in other formats.  

  • Schedule patient appointments in the Clinical Center’s primary appointment scheduling system (Enterprise Scheduling) and IC scheduling systems in designated areas.  

  • Print daily appointment rosters and distribute to research teams, as directed.  

  • Print patient itineraries and explain to patients how to view appointments on the Clinical Center Patient Portal.  

  • Status all appointments in the system (mark the appointment as: patient arrived, no- show or cancelled) by the end of each day.  

  • Reschedule patient appointments, as requested.  

  • Assist clinical & administrative personnel with questions regarding electronic scheduling systems.  

  • Prioritize requests for appointments and schedule appropriately based on written guidelines or guidance from clinical staff.  

  • Notify clinical staff of patients who call to cancel and or reschedule appointments.   

  • Provide patients with special instructions for appointments per established guidelines.  

  • Verify visit intensity for day hospital patients & update appointment to corresponding intensity level.  

  • Submit requests for new provider/equipment/room schedules or changes, as directed.  

  • Contact ancillary departments to schedule appointments for patients, according to specific guidelines.  

  • Checklist at the end of the day to verify all appointments have been statused.  

  • Have knowledge of the Careware Nurse Scheduling System  

  • Enter approved staff schedules into Careware as directed.  

  • Enter schedule variances (sick leave, annual leave, class time, etc.) that occurred after the schedule was entered into staff scheduling system.  

  • Print out staff schedules and provide to nurse manager for approval prior to entry into the staff scheduling system  

  • Assign Float staff in Careware to their appropriate units  

  • Notify Medical Records if duplicate patient records are found.  

  • Greet all arriving patients, visitors and staff in a courteous and professional manner. 

  • Adhere to regulations and directives concerning patient confidentiality, such as the release of medical information and keeping patient information secure.  

  • Schedule conference rooms upon request. 

  • Insert updated information and remove outdated information in administrative manuals. 

  • Answer patient call lights in inpatient and day hospital areas of the hospital. 

  • Provide tour of patient care inpatient unit and escort patient to room. 

  • Explain to inpatients how to use the telephone, nurse call light, bed controls, etc. 

  • Provide each clinic patient with a Patient Demographic Update Form to review and send any changes to Admissions. 

  • Answer queries related to knowledge of work and processes. 

  • Provide NIH campus shuttle service information via fax or schedule handout primarily during weekends, after hour and holidays. 

 Ensure work environment is conducive for patient care (lights, temperature, turning on computer systems, etc.) & ensure patient rooms are appropriately setup and maintained throughout the day. 

  • Ensure all rooms are stocked with all appropriate medical supplies and forms and ensure patient materials are stocked in brochure racks.

  • Ensure all rooms including common areas are free of obstructions, litter, etc. 

  • Ensure patient snacks are stored appropriately in patient waiting room and/or refrigerator. 

  • Contact housekeeping for areas that require cleaning (patient/clinic rooms), paper towels and soap stock, and/or trash removal. 

  • Ensure current versions of on-call staff phone lists are available. 

  • Maintain and update list of frequently called phone numbers. 

  • Answer the phone in a courteous and professional manner and triage incoming calls. 

  • Accurately record and communicate messages to appropriate personnel and retrieve messages from voice mail and provide to appropriate individuals. 

  • Assist callers with questions and provide general guidance and instructions. 

  • Page clinical staff upon request and notify physician or nurse or other clinician upon patient arrival. 

  • Ensure patients sign-in in designated areas and track patient wait times.

  • Assess need for escorting customers to rooms and locations. 

  • Initiate contact with appropriate departments for emergency and non-emergency situations. 

  • Issue a NIH Property Pass for property (wheel chairs) authorized to be removed from the building and notify supervisor of all non-returned property. 

  • Have knowledge of physical layout of Clinical Center. 

  • Have knowledge of the policies and procedures relevant to the specific patient care or service areas and be able to communicate directions and instructions. 

  • Have knowledge of various methods for obtaining interpreter services, including arrangements with social workers, TTY/TDD, or the use of the language line. 

  • Have the ability to be sensitive to patients/visitors that may be hearing impaired or who do not speak English.

  • Ensure lab specimens have been picked up by messenger/escort service. 

  • Prepare work environment for closing (turn off lights, turning off computer systems, etc.), and lock rooms in the clinic. 

  • Return checked out keys to Admissions. 

  • Follow guidelines regarding release and transport of any medical records. 

  • Prepare any paper documents that are required for specific visits and photocopy documents as directed.

  • Ensure that any loose medical records or consent documents are properly labeled with patient name and medical record number are returned to the Medical Record Department for scanning into the electronic medical record. 

  • Assemble the inpatient patient chart according to the required format 

  • Disassemble inpatient chart into appropriate format for scanning in the electronic Medical Record. 

  • Fax completed admission Medication Reconciliation form to Pharmacy, as directed following appropriate fax guidelines.

  • Assign cell phones to nurses & patient rooms on nurse call system for each shift (three times a day).

  • Write patient and nurse assignments on white board and prepare identification lables for patient room doors.

  • Print, sort, staple and distribute patient care plans to nurses at the beginning of each shift for inpatient units.  

  • Respond to nurse call lights, if nurse is not available. 

  • Remove lab orders from printer and attach corresponding lab labels from label printer. 

  • Dispose of bio-hazard waste, confidential waste and sharps in accordance with policies and procedures and notify appropriate personnel of any issues.

  • Witness signature on clinical research protocol consent form.

  • Label broken equipment to be picked up by Bio-Med Engineering & track in an equipment log. 

  • Participate as a member of the team in semi-annual environmental safety rounds which are conducted to comply with Joint Commission standards and ensure environmental safety. 

  • Ability to distinguish different types of alarms and know how to respond, i.e. negative flow room, nurse call, IV pump, electronic transport system and pneumatic tube system. 

  • Have knowledge of appropriate departments and personnel to follow up on issues discovered during semi-annual environmental safety rounds. 

  • Ensure red emergency phones work properly and test results are documented in log. 

  • Ensure all patients receive a patient wristband and verify with patient their name and date of birth prior to applying the wristband on the patient. 

  • Know the emergency management procedures for the hospital and work location. 

  • Know how to call for a Code Blue, Rapid Response, Fire, NIH Police or Stat Page 

  • Know the MSA role in a fire or disaster. 

  • Provide other administrative support activities, as directed. 

  • Ensure expiration dates have not been exceeded on all medical supplies and equipment received, stored and stocked. 

  • Maintain appropriate levels of medical & pharmaceutical supplies, medical equipment & forms and office supplies.

  • Order medical and take-home supplies via Hospital Services intranet interface. 

  • Return incorrect items received to Central Hospital Supply (CHS). 

  • Submit meal requests for eligible outpatients to the Nutrition Department for breakfast and lunch. 

  • Maintain appropriate level of snacks in designated inpatient, day hospital and clinic locations and record in log.

  • Ensure stored food for patients has not expired. 

  • Ensure patient nutrition and specimen refrigerator temperatures are within the required range. 

  • Document in a log the temperature of nutrition refrigerators on a daily basis. 

  • Request housekeeping to clean specimen and nutrition refrigerators, at least once a week, and as needed. 

  • Monitor delivery of items to the clinics/units/ancillary departments via escort, tube station or electronic transport system. Retrieve items and notify appropriate staff of deliveries. 

  • Know how to operate the Electronic Track Conveyor, Pneumatic Tube System and other clinic/unit/department equipment. 

  • Submit repair requests for items that need to be fixed (equipment, telephones, facilities issues, etc.) 

  • Collect, assemble, enter data, and produce and/or distribute ad hoc reports. 

  • Verify core staff phone numbers, enter changes in staff scheduling system and print monthly emergency call list for managers. 

  • Enter non-clinical occurrence reports in the hospital occurrence reporting system, as directed. 

  • Maintain all prescribed files and purge files according to record management guidelines. 

  • Tabulate patient census data daily for designated areas. 

  • Develop and write basic documents and have nowledge of Microsoft Office Applications

  • Document patient wait and processing times and enter into designated software application. 

  • Updates information, as directed (phone lists, on-call lists, leave schedules, manuals, etc.) 

  • Maintain key sign-out logs and ensure transaction information has been properly documented. 

  • Contact holder of key if not returned within the agreed upon time frame. 

  • Pick up staff mail from designated remote locations once a day and return mail and packages that arrive after patient discharge. 

  • Deliver patient mail that arrives at the inpatient units and to appropriate personnel. 

QUALIFICATIONS 

  • A minimum of high school diploma or GED is required. 

Johnson Venture Management Solutions, Inc. is an equal opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Position is contingent upon contract award.