Team Lead - Primary Care

POSITION SUMMARY:

The Team Lead is responsible for the optimal functioning of the department by ensuring patients receive quick access, excellent customer service, quality patient care, and are referred to the appropriate resources. This role coordinates the daily Medical Assistant staffing needs alongside clinical and operational leadership, monitors the patient rooming cadence, monitors the Medical Assistant workflow, serves as a liaison between management and Medical Assistant staff, communicates with clinical staff to solve clinic flow issues, monitor/audits exam room readiness, orders supplies, monitors the wait time board updates, assists with Medical Assistant staff on boarding and training.

This role requires clinical skills and leadership capabilities to ensure the highest quality of patient care. The individual will also assist with patient care in accordance with hospital policies, procedures, protocols, and standards of practice, while providing mentorship and education to the Medical Assistant team.

Position: Medical Assistant - TEAM LEAD

Department: Primary Care Clinic

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Team Leadership and Supervision:

• Foster a positive work environment by prompting teamwork, inclusiveness and respect, aligning daily interactions and team support with BMC’s culture code and values.

• Supervise and lead a team of Medical Assistants, ensuring optimal workflow and task distribution.

• Coordinate Medical Assistant assignments and breaks to ensure fair and equitable distribution, balance of workload across the team while promoting efficiency, maintaining a positive work environment and meeting department needs.

• Conduct regular rounds to monitor task completion and staff presence. Ensure team members are in their assigned areas at the start of and throughout the shift, providing timely support and guidance to promote efficiency and address any obstacles to task completion.

• Provide guidance, coaching, and constructive performance feedback for Medical Assistants. Supports team members in developing their skills, enhancing performance, and achieving personal and departmental goals.

• Act as a change agent for new processes and pilot programs by embracing and championing new initiatives, demonstrating openness to change and actively supporting team members in adapting to updates and pilot programs to enhance department operations and patient care.

• Participate in projects for the Medical Assistant team and/or across clinic to support clinic functions, clinic flow and facilitate patient care

• Provide staff supervision across all clinic sessions as assigned including, Evening and Saturday clinics and be available for on-call supervisor as needed

• Perform staff coaching related to performance and professionalism in coordination with the Nurse Manager and/or the Medical Assistant management team

Training, Education and Role Development

• Provide training, cross-training and coverage in clinic as needed for Medical Assistant role

• Precept new staff to ensure they are fully oriented to the clinic and the role of the Medical Assistant in Primary Care

• Under the direction of the Nurse Manager, perform routine competencies for essential Medical Assistant tasks and responsibilities

• Participate in the Medical Assistant internship program in partnership with established MA training programs within the clinic to promote development of the Medical Assistant role

• Participate in hiring and onboarding the Medical Assistants for the team as needed

Patient Care and Clinical Duties:

• Assist nurses and physicians in providing medical care to patients and responding to clinical situations within scope of practice.

• Ensure equipment is functioning and exam rooms are adequately stocked and maintained.

• Follow clinical practice standards in the management and collection of specimens, point of car testing and procedural support for providers, including chaperoning sensitive exams

Communication and Coordination:

• Is confident in addressing conflicts directly and constructively using professional and supportive communication to foster a positive work environment. Employ effective communication techniques to resolve disagreements and maintain a positive work environment. Works collaboratively with others to identify mutually acceptable solutions, ensuring a respectful work environment and continuity of patient care without escalation.

• Act as a liaison between medical assistants, nursing staff, providers and coordinate with operations staff as needed, to ensure smooth communication and coordination of patient care.

• Attend and participate in team and departmental meetings, providing feedback and insights from the medical assistant team.

• Perform daily check-ins with medical assistants on shift to share important updates and assign priorities.

• Conduct daily and weekly rounding throughout the clinic with the Medical Assistants and the Nurse Manager to provide performance feedback, set priorities, address workflows, discuss issues and concerns and provide relevant practice updates.

Emergency Response and Patient Safety

• Assists in emergency responses in clinic to support the clinical team to address and respond to medical emergencies, behavioral emergencies and maintain patient safety following GIM and BMC policies and procedures.

• Attend BMC Nursing annual competencies for emergencies and overdose response for Medical Assistants to maintain standardized response and preparedness

Quality Assurance and Compliance:

• Support supervisory staff in ensuring that all medical assistants comply with hospital policies, procedures, and safety regulations, including infection control and HIPAA.

• Participate in maintaining and promoting adherence to quality and patient safety standards to meet regulatory requirements including, Joint Commission, DPH, Pharmacy & Lab for site visits

• Participate in quality improvement initiatives and implement best practices in general internal medicine.

• Promptly identify and escalate quality and compliance concerns to general internal medicine leadership, to ensure timely resolution and adherence to regulatory standards and departmental policies

Technology and Electronic Medical Records

• Manages patient care responsibilities using the electronic health record to complete patient health screenings, document care, coordinate patient care follow-up, communicate with providers, nursing and patients

• Perform administrative clinical duties using the electronic health record to facilitate patient care

• Perform appointment scheduling and document patient encounters within the electronic health record

• Coordinate patient medical records retrieval and management within clinic and in coordination with BMC Medical Records department following HIPAA and BMC policies and procedures

Mentorship and Staff Development:

• Act as a mentor by leading by example, inspiring a respectful and collaborative work environment where team members support one another, share knowledge, and strive for continuous improvement in their skills and performance.

• Identify training needs and coordinate continuing education opportunities for the medical assistant team.

JOB REQUIREMENTS

EDUCATION:

• High School Diploma or GED Certificate.

• Successful completion of a medical assistant training program or 3 years work experience as a Medical Assistant - REQUIRED

• An associate’s degree in a related field preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Basic Life Support (BLS) and/ or current Cardiopulmonary Resuscitation (CPR) Certification preferred

• Certified Medical Assistant (CMA) preferred

EXPERIENCE:

• Minimum of 3 years’ experience working in a healthcare setting - REQUIRED

• Prior experience in a supervisory or lead role within a healthcare setting, showcasing the ability to mentor, guide and coordinate a team effectively preferred

KNOWLEDGE, SKILLS & ABILITIES (KSA):

Knowledge:

Medical Terminology and Procedures - Familiarity with common terms, procedures, and protocols in general internal medicine.

Patient Care Standards - Understanding of patient care principles, including hygiene, safety protocols, and infection control.

Medical Equipment - Proficiency in using and maintaining medical devices such as vital sign monitors, point of care testing devices, ECG/EKG machine, etc.

Healthcare Regulations and Compliance - Awareness of regulatory standards (e.g., HIPPA, OSHA) related to patient care, safety, and privacy.

Skills:

Patient care Skills - Ability to assist with patient care tasks such as taking vital signs, wound dressing, and mobilization.

Technical Skills - Proficiency with electronic health records (HER) systems and accurate documentation.

Communication- Strong verbal and written communication skills to effectively interact with patients, families, and healthcare staff.

Critical Thinking and Problem Solving - Ability to quickly assess situations and respond appropriately to provide the best patient care.

De-escalation Techniques- Skilled in managing challenging patient, family, or employee interactions calmly and professionally.

Abilities:

Team Collaboration- Capability to work collaboratively with diverse teams and support cross-functional communication.

Leadership and People Management - Ability to provide guidance to less experienced medical assistants, orient new team members, and lead by example.

Decision-Making in High-Stress Environments - Ability to make quick, informed decisions during emergency situations.

Escalation and Conflict Resolution- Skill in recognizing quality and compliance concerns, escalating issues to leadership when necessary, and resolving interpersonal conflicts.

Adaptability and Resilience- Ability to remain composed under pressure and adapt to rapidly changing situations in general internal medicine.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.

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