Administrative Assistant 4 yr Exp – Administrative

Weekend/Holiday/On-Call coverage.

Under the direct supervision of the Practice Manager and Directors, the Supervisor AA III Facilitator is responsible for completing a variety of administrative activities for the patients, families and providers in the Bowyer Clinic and Treatment Area. They function as an essential member of the patient care team. Responsibilities include, but are not limited to, scheduling Clinic appointments, chemotherapy sessions, and related ancillary tests. In addition, the Supervisor AA III Facilitator works directly with patients, families and Providers to provide information and the completed documentation necessary to assure quality care. The Supervisor AAIII Facilitator will serve as the lead facilitator for their respected teams, triage issues, assigning work, auditing workqueues, improving performance through job training and other education opportunities and work with the practice manager to resolve patient complaints.
Moderate supervision is required. Goals are reviewed, on a regular basis, with the Practice Manager and Directors.
of Time
Duties and Tasks Rating Comments

  • Completes the scheduling of physician appointments, chemotherapy treatments (if applicable), and ancillary testing accurately and in a timely manner
  • Responds to patient phone calls by the end of each day, sharing information and/or updating patient re the status of their question or request
  • Completes Check In and Check Out responsibilities (if applicable) correctly
  • Reviews and interprets insurance eligibility and authorization information accurately and completes responsibilities correctly based on this information
  • Obtains authorizations for Clinic and treatment appointments and ancillary testing in a timely manner
  • Consistently provides information re appointments, testing, pre operative instruction (if applicable), ancillary test preparation, to patients, families and Providers in a clear concise manner
  • Consistently completes work queue workload in order to assure timely appointment and ancillary scheduling
  • Works with the Provider to accurately complete leave of absence forms, disability forms, Jury Duty absence, Specialty Drug forms, return to work documents, Medical Records requests, and provides these to patients in a timely manner (if applicable)
  • Coordinates the medical record acquisition and scheduling of new patient consultations (if applicable)
  • Accurately completes Genetics screening tool and coordinates scheduling of Cancer genetic counseling appointments (if applicable)
  • Provides support to specific Facilitator team, coordinating patient and Provider schedule and patient call follow up
  • Assists with the orientation and cross training of new employees
  • Provides coverage for Clinic administrative staff as needed
  • Consistently utilizes critical thinking skills in order to work through complex patient care and administrative issues
  • Consistently takes the initiative to complete all responsibilities to enhance skill and knowledge base
  • Functions as a knowledgeable, supportive colleague, utilizing clear, respectful communication skills at all times with patients, families and colleagues
  • Communicates effectively with clinic Manager and Co-Directors regarding clinical and administrative issues, providing potential solutions to problems as needed
10% Supervisor/Lead Role

  • Serve as lead for the front office and administrative staff, assigning work, maintaining job standards, improving performance through job training and other education opportunities. Resolve patient problems and complaints/issues.
  • Escalate personnel issues requiring disciplinary actions to the Manager.
  • Monitor and assess workflow among administrative support staff, resolving assignment conflicts.
  • Maintain or revise procedures for administrative support team and update as necessary. Review current systems and software for functionality and ease of work and recommend changes to Manager for improved performance.
  • Recommend performance improvement initiatives to Manager.
  • Anticipate and inform manager of administrative, personnel and equipment needs.
  • Develop staff within the department by functioning as a role model at all times, providing leadership that promotes enthusiasm, teamwork and respect for patients, families and colleagues
  • Encourage cooperation, teamwork and facilitate constructive conflict resolution
  • Plan, prioritize and use effective time management
  • Works directly with staff to mentor and assist with troubleshooting complex patient/family care issues
  • Reviews, analyzes and develops recommendations for changes in work and information flow, communication processes and patient flow

UCLA C-I-CARE/Patient Experience Practices: MY COMMITMENT TO CARE

  • Observe and practice all the Service Standards listed in the World Class Practices (which I have read and signed).
  • Practice C-I-CARE when interacting with patients, their families, visitors, or internal customers.
  • Connect with the patient and family members by addressing them as Mr./Ms., or by the name that they prefer.
  • Introduce yourself and your role.
  • Communicate what you are going to do, how long it is going to take, and how it will impact the patient.
  • Ask and anticipate patient and/or family needs, questions or concerns.
  • Respond to patient and/or family questions and requests with immediacy.
  • Exit courteously and/or with an explanation of what will come next (or when you will be back to check on them).
  • Practice C-I-CARE phone etiquette during all phone interactions
  • Always exercise courtesy whenever patients, family members, visitors and co-workers are present.
    • Respect privacy and dignity of our patients, family members, visitors and co-workers.
    • Maintain professionalism in the presence of patients, their families, visitors and co-workers
  • Observe departmental Patient Experience plan, competencies and practices.
    • Act as a role model, verbally and behaviorally demonstrating skill, enthusiasm, positive problem solving, commitment and loyalty to the profession and the organization.
    • Participate in positive problem solving by providing suggestions and possible solutions to identified concerns/problems in the work place.
  • Comply with Health System Workplace Conduct Policy
    • Engaging in disruptive behaviors that interfere with or prevent normal work functions or compromise patient safety, including passive or active behaviors will not be tolerated as stated in the HS Workplace Conduct Policy.
  • Comply with Health System Dress Code Policy and practices


  • Comply with HIPAA and Confidentiality Policies and Procedures as they apply to the job
  • Comply with Department of Public Health (DPH), The Joint Commission and other accreditation and regulatory agencies standards
  • Adhere to all Hospital Policies and Procedures
  • Knowledge and adherence to Infection Control and Environment of Care Guidelines and Procedures as described in the annual education module


  • Adhere to current organizational Performance Improvement priorities
  • Participate in quality studies through data collection and dashboard data collection
  • Make recommendations and take actions to improve structure, system or outcomes


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