Medical Assistant Team Lead

POSITION SUMMARY:

The Medical Assistant (MA) Team Lead supports the efficient day-to-day operations of the department by coordinating Medical Assistant staffing and workflows to promote timely patient access, quality care, and positive service experiences. In collaboration with clinical and operational leadership, this role monitors clinic flow, rooming cadence, exam room readiness, and wait times; orders supplies; and serves as a liaison between Medical Assistant staff and management to address operational and patient care issues. The MA Team Lead also supports onboarding, training, and ongoing guidance for Medical Assistant staff.

In addition, the MA Team Lead provides direct patient care as needed in accordance with established hospital policies, procedures, and standards of practice, while offering mentorship and education to support consistent, high-quality clinical performance across teams.

Position: Medical Assistant Team Lead

Department: Endo Diabetes and Nutrition 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 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 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 assigned clinic sessions.
• Perform staff coaching related to performance and professionalism in coordination with the 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
• Validate 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, where applicable
• 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 management and collection of specimens, point of care 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 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 BMC policies and procedures.
• Complete BMC and Nursing annual competencies for selected clinical skills, emergency response 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.
• 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.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required.

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• High School Diploma or GED certificate required with successful completion of a medical assistant training program and 2 years work experience as a Medical Assistant required

PREFERRED EDUCATION AND EXPERIENCE (If none, please enter "N/A"):

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

CERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED (If none, please enter "N/A"):

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

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED (If none, please enter "N/A"):

• Certified Medical Assistant (CMA) preferred

KNOWLEDGE, SKILLS & ABILITIES (KSAs) (If none, please enter "N/A"):

• Knowledge of medical terminology, clinical procedures, patient care standards, infection prevention practices, and applicable healthcare regulations (e.g., HIPAA, OSHA).
• Skill in performing routine patient care activities, including obtaining vital signs, assisting with procedures, wound care, patient mobility, and use of common clinical equipment (e.g., vital sign monitors, point-of-care testing devices, ECG/EKG machines).
• Skill in using electronic health record (EHR) systems to accurately document patient information and clinical activities.
• Ability to communicate effectively, both verbally and in writing, with patients, families, and members of the healthcare team.
• Ability to assess clinical situations, apply critical thinking, and respond appropriately in routine and high-stress care environments.
• Ability to work collaboratively within interdisciplinary teams, support less experienced staff through guidance and orientation, and manage challenging interactions using appropriate de-escalation techniques.
• Ability to recognize quality, safety, or compliance concerns and escalate issues in accordance with established protocols.
• Ability to adapt to changing priorities and maintain composure in a fast-paced clinical setting.

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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