Clinical Services Coordinator

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Clinical Care Associates - Penn Primary Care (PPC) and Penn Specialty Practices (PSP) of Penn Medicine Medical Group (PMMG)
Department: Penn Personalized Care
Location: Perelman Center - 3400 Civic Center Blvd and Penn Medicine Washington Square- 800 Walnut St- Will be rotating between both Philadelphia locations.
Hours: M-F 7:30-4pm
Summary:
The Clinical Services Coordinator (CSC) assists the manager and/or physicians in maintaining a patient/customer focus, supports the delivery of high quality care, shares a passion for patient and customer centered care, and assists in meeting or exceeding patient satisfaction and financial/operational targets. In addition to performing duties as a Medical Assistant (rooming patients, taking/recording vitals, performing tests/procedures), the CSC will be expected to oversee the daily schedule and operations of an assigned area/group. The CSC may also be required to perform PSA (Patient Services Associate) responsibilities. The CSC serves as the EMR expert and the liaison between staff and Managers/Physicians to ensure daily performance expectations are communicated and met. In the absence of the manager, the CSC may take on additional responsibilities.
Accountabilities:
Coordinator Accountabilities:
• Ensure self and assigned area(s) are compliant with all applicable federal, state, and local regulatory standards (ex OSHA, TJC, DOH, FDA, HIPAA, etc.)
• Oversees the POCT process to ensure accuracy and compliance.
• Report and act upon identified equipment/instrument malfunctions.
• Manage the day-to-day planning, operations and problem solving for assigned areas - ensure daily schedule, staffing, and performance metrics are met and changes communicated appropriately.
• Monitor and coach real-time performance against pre-established expectations/metrics. May be responsible for gathering information for performance reviews.
• Act as the communication link between the group he/she is leading, and management. Disseminates information to the group and forwards information back up to management.
• Effectively works with manager and providers to establish, implement, and maintain practice policies, procedures and efficient systems that support daily operations.
• Assists staff in resolving difficult patient situations or complaints.
• Participates in the interviewing process and oversees the training of new hires.
Medical Assistant Accountabilities:
• Promptly rooms patients, using EMR to alert provider that patient is ready: reviews past medical, surgical, family, smoking history, allergies, medications; notes corrections in EMR, notes medication refills needed for the physician to review, initiates self-management goal setting where appropriate, obtains patient's vital signs and documents in EMR, prepares chart for patient visit, understands insurance restrictions for lab work, referral needs, precertification requirements, etc.
• Observes patient condition and communicates any abnormal data or changes to provider.
• Assists patients as needed with walking, transfers, dressing, undressing, preparing for the exam, remains in exam room when necessary/requested.
• Specimen management: obtain specimens for testing if applicable, performs laboratory and screening tests, records results in EMR and reconciles with logs where appropriate, documents and reports findings to providers, performs all quality controls as per Point of Care Testing guidelines, prepares specimens for transport as necessary.
• Performs EKGs and other outpatient screening tests as per MD order and after properly preparing the patient; accurately documents results in EMR.
• Assists with minor surgical procedures by handing instruments, maintaining sterile field, positioning of patient and other duties within scope of responsibility. Functions as a witness for procedural consents if required.
• Responds appropriately to emergency/code situations. Demonstrates competence in the observation, treatment, and care of the specific patients served in that practice, whose ages may range from neonate to geriatric.
• Responsive and proactive telephonic patient care - including care coordination with specialists, ancillary services, hospitals, labs, home care agencies, and all other involved health services.
• Obtain and scan documents as appropriate and required for visit: test results, faxes, reports, notes, referrals, etc.
• Completes medical forms and other clinical requests for information as appropriate and required. Prepares and sends patient correspondence as required.
• Ensures that the patient care areas are kept neat, orderly, well stocked and properly prepared.
• Cleans, disinfects, and sterilizes instruments and equipment according to protocols and checks that the instruments and equipment are in proper working order. Sets up equipment and instruments as per practice protocol.
• Maintain temperature log for refrigerator or room temperature as needed.
• CCA MAs, if applicable as per regulatory guidelines: administers prescribed medications, gives injections and vaccines; reads PPD results, under the direction of the provider/orders and documents in EMR. Promptly performs call-backs as directed by provider, giving patients information within their scope of practice. Provides patients with follow up care instructions. Maintains medication storage closet inventory and security; checks expiration dates; removes outdated items. Performs daily code/crash cart checks as assigned.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization
Qualifications:
Education/Experience:
- High School Diploma (required) and 3 + years medical office experience (required) Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.
- Completion of an accredited Medical Assistant program (or higher level equivalent) (required) or 7+ years experience working as an MA may be considered in lieu of MA program completion.
- Associate's Degree or Bachelor's Degree (preferred)
- BLS/CPR, as a healthcare provider as per the American Heart Association (required)
- MA Certification (required) (required within 90 days of hire in PA)
- Must successfully complete/pass EMR training/tests (required)
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.