Ambulatory Care Associate

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Hartford, CT
Apr 18, 2019


Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.


Under the direction of the Registered Nurse, and as a member of the interdisciplinary healthcare team, provides patient centered care based upon respect for patients preferences, values and needs. Responsibilities include but not limited to direct and indirect patient care activities which are essential in providing high quality and safe patient care consistent with an exceptional patient experience. Based on experience and training, the UAP demonstrates competence in patient-centered care, teamwork, communication and collaboration, evidence-based practice, safety and informatics. These competencies will be defined by the scope of practice and requisite knowledge, skills and attitudes. Patient and family centered care (PFCC) at YNHH is demonstrated by working with patients and their families based on the 4 principles of PFCC: participation, dignity and respect, information sharing, and collaboration. This includes providing service excellence by creating a great "First Impression" by demonstrating exemplary customer service skills for all customer groups including patients, families/friends, physicians, staff and support department personnel. Adherers to "I Am YNHH" service excellence pledge and promotes a positive work environment.

  • 1. Patient Centered Care: The ACA provides care and services with information regarding individual values, preferences, needs, and respects the patient or designee as a full partner in providing coordinated, compassionate and culturally appropriate care.
  • 1.1 Obtains specific components of individual and age appropriate care requirements from registered nurse and/or licensed provider
  • 1.2 Demonstrates respect relative to health decisions and health care services
  • 1.3 Collects and documents data as delegated including but not limited to vital signs, POCT, hand-offs, and is aware of results outside of normal limits. Recognizes abnormal reports and brings abnormal values to the attention of the RN and/or provider.
  • 1.4 Integrates multiple dimensions of patient centered care such as, preferences, values, education, communication, information, comfort and support, involvement of family and transition to community. In addition, ensures privacy and discretion of patient and family.
  • 1.5 Demonstrates patient centered care knowledge, attitudes/behavior and skills when delivering care and /or services
  • 1.6 Provides patient centered care with sensitivity and respect for the diversity of human experience and demonstrates caring behaviors toward patient and significant others, while recognizing own values related to the diversity of the human experience, pain management, illness, suffering and end of life care.
  • 1.7 Advocates on behalf patients, families, all individuals.
  • 1.8 Reports observation related to patient discomfort and pain
  • 2. Communication: The ACA interacts effectively with patients, families and all health care providers and employees, fostering mutual respect to enhance the patient experience and health outcomes
  • 2.1 Utilize appropriate methods for interacting effectively and professionally with persons of all ages and from diverse cultural, socioeconomic, educational, racial and ethnic backgrounds, sexual orientations, lifestyles and physical abilities.
  • 2.2 Implements appropriate adaptions in communication which supports individual needs based on the care plan.
  • 2.3 Listens, effectively and professionally communicates and interacts with patients, families, and staff. Anticipates potential issues or concerns and addresses as appropriate and/or escalates up the chain of command.
  • 2.4 Demonstrates knowledge of effective skills for communicating and resolving conflict
  • 2.5 Uses standardized communication methods to hand-off care within and across all settings
  • 2.6 Acknowledges patient and family feedback and communicate with team as well as participate in opportunities to improve future patient experience.
  • 3. Team Collaboration: The ACA functions effectively within nursing and interdisciplinary teams, demonstrating open communication, mutual respect, team learning and development
  • 3.1 Demonstrates self-awareness, recognizes limitations and communicates concerns to appropriate team members
  • 3.2 Functions competently within assigned areas
  • 3.3 Offers assistance to team members when appropriate
  • 3.4 Works together with all members of the team to get the work done; focusing on the patient, and to enhance the patient/family experience
  • 3.5 Attends and actively participates in staff meetings
  • 4. Quality and Safety / Efficient delivery of Care: The ACA minimizes risk of harm to patients and providers through effective individual and team performance. Practices behaviors specific to High reliability organizations (HRO) i.e. CHAMP behavior
  • 4.1 Demonstrates effective use of equipment that support quality and safe patient care
  • 4.2 Communicates observations and concerns related to hazards involving patients, families, and or health care team to appropriate personnel.
  • 4.3 Uses established organizational policies, procedures and guidelines to ensure patient and staff safety
  • 4.4 Participates in unit, service-line, organizational committees or task forces to improve quality and safety of care delivery
  • 5. Informatics: The ACA uses information and technology to communicate information, mitigate error, and support team decision making
  • 5.1 Achieves and maintains competencies in clinical applications to support areas of responsibilities
  • 5.2 Uses appropriate technology and clinical applications in the process of obtaining data, monitoring patients and communicating with team
  • 5.3 Maintains the integrity, privacy and confidentiality of data and information
  • 6. Professional Development/Clinical Competencies: The ACA demonstrates accountability for clinical competency in care delivery
  • 6.1 Demonstrates accountability and responsibility for own practice
  • 6.2 Complies with established state, legal, ethical and regulatory standards of ACA practice
  • 6.3 Promotes a positive image of the ACA role.
  • 6.4 Continues to develop within defined role and responsibilities through training and competencies
  • 6.5 Remains competent in technical skills required to perform in assigned clinical area consistent with scope of practice and organizational values.
  • 6.6 Continues to seek opportunities for individual growth & development
  • 7. Clinical Responsibilities: ACA performs the following clinical functions as per scope of practice. Clinical functions may vary and are identified by the clinical service area requirements. Functions are not limited to the ones listed below. See YNHHS scope of practice policy for more detail.
  • 7.1 As part of the Rooming Process: a. Appropriately identifies patient b. Identifies self to patient/family and explains the role of the UAP. c. Escorts patients to exam/procedure room. d. Prepares patients for visit using standardized rooming workflow/protocol. May include; vital signs, height, weight, blood pressure, EKG, specimen collection, phlebotomy, INR, pulse oximetry, point of care testing, etc.
  • 7.2 Performs screening (i.e. pain, falls, abuse, learning needs); ensures communication of abnormal results to the appropriate personnel.
  • 7.3 Documents patient responses to standardized questions or forms; reason for visit, family social history, medications taking. * Per service area.
  • 7.4 Assists with various procedures.
  • 7.5 Provides standard instructions to patients/family members/caregivers regarding what to expect.
  • 7.6 Provides appropriate resource materials and referrals to patient/family as delegated.
  • 7.7 Maintain patient records according to policy and procedure.
  • 7.8 Per clinical service area routinely checks EPIC in-basket or other tools, i.e. paper workflow and follows up accordingly.
  • 7.9 Participates in regulatory readiness for clinical areas.
  • 8. Administrative Responsibilities: ACA performs the following clerical, administrative functions as per scope of practice and as identified by the clinical service requirements. These functions are not limited to below. Specific and more detailed functions are documented in the Scope of Practice
  • 8.1 Sends/receives patient medical records and abstracts new patient records into EPIC.
  • 8.2 Obtains lab/radiology reports, hospital notes, referral information as requested.
  • 8.3 Assists with completion of patient forms/requisitions as needed by forwarding for completion to RN or Licensed provider.
  • 8.4 May function to support coverage of front desk responsibilities including but not limited to, greeting patients/visitors, answering calls, scheduling appointments. Cross training is essential for service areas to perform these functions.
  • 8.5 Obtain pre-authorizations when necessary.
  • 8.6 Performs a supportive role with clerical operations with adequate cross-training, as related to patient and clinical service needs, i.e. scanning documents, assisting patients with my chart enrollment, completion of surveys or questionnaires, etc.
  • 8.7 Collaborates with team members and service area in quality improvement activities of all types and will assist in data collection, i.e. supply inventory for cost containment or patient survey for patient satisfaction.
  • 9. ACA performs the following environmental support functions as per scope of practice and as identified by the clinical service requirements. These functions are not limited to those listed below. Specific and more detailed functions are documented in the Scope of Practice.
  • 9.1 Sets up instruments and equipment according to department protocol.
  • 9.2 Applies principles and policies for infection control as per hospital policy.
  • 9.3 Follow appropriate infection control; policy related to instrumentation and cleaning of exam rooms
  • 9.4 Orders, sorts and stores supplies following established department policy.
  • 9.5 Restocks exam/procedure rooms as required.
  • 9.6 Participates in quality control checks and required documentation
  • 9.7 Provides environmental support inclusive of supply management and maintaining regulatory readiness; participates in unit rounding and actively reports environment/equipment issues.

    Other information:


    A minimum of a high school diploma or GED
    Have graduated from an approved, accredited, postsecondary medical assisting program, Nursing Assistant Program, or Patient Care Associate Training


    Preferred 12-18 months experience prior work as a Medical Assistant, Nursing Assistant, or Patient Care Associate, preferably in an outpatient clinical setting or relevant patient care environment. Should have clinical competency.


    Preferred current medical assisting credential (certifications or registration) acceptable to, and recognized by, the Connecticut Department of Public Health.


    Demonstrated ability to communicate effectively with patient, families, peers, and interdisciplinary team. Demonstrate flexibility in adjusting priorities and adjust work plans based on the needs of the patient, the service/unit, and the patient care team. Demonstrates professional, appropriate, effective and tactful written, verbal and nonverbal communication with patients, families, medical staff, colleagues, and all internal and external employees.

    Accountable for following all departmental and hospital policies and procedures. Participates as an active member of the multi-disciplinary team. Demonstrates sensitivity and understanding of individual patients and their age specific treatment plan.

    Coordinate and respond to the needs of the patient and the patient care team.

    Able to lift a minimum of 40 pounds. Ability to perform tasks of physical endurance and dexterity as required by placement. Consistent use of proper body mechanics.

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    Job Info

    Job: 6531

    Department: Smilow St Francis
    Category: Nursing-support
    Sub Category: CLINICAL
    Status: Full Time
    Shift: DAYS
    Hours: 40.00