1. Welcome! Ken Lampert, MD Audrey Lum, RN, MPA Maria Pitaro, MD
May 13, 2015

2. Union Health Center Founded in 1914 by ILGWU Located in New York City
Union mergers with textile and service industries
Today laundry, restaurant, building, and janitorial union members
Unique Financial Model
Treat union members, their dependents and retirees
PCMH team model
Teamlets = PCP and *Patient Care Assistant (PCA)
PC Teams: 6 teamlets, 1 RN, 2 *Health Coaches, 1 *Floor Coordinator & 2 Patient Support Staff
* Medical Assistant

3. Patient Care Assistant Patient Support Services Administrative Support
Care Team Model
Patient
Primary Care Provider
Patient Care Assistant
Nurse
Health Coach
Corridor MA
Call Center
Registration
Specialists
Medical Neighborhood
Nutrition
Social Work
Patient Support Services
Care Management
Administrative Support

4. MA Curriculum Developed by UHC Primary Care Providers
All medical assistants receive the same training on chronic diseases, preventive screenings and self-management support
Training is based on a 3-prong system
Didactic instruction
Clinical shadowing with supervised reinforcement
Written competency

5. MA Career Ladder at the Union Health Center
Floor
Coordinator
Patient Care Assistant
Health
Coach

6. Health Coaches Health Coach role PCP role
See scheduled patients, conduct phone visits & follow-up, review scheduled patients with PCP, continuous communication with PCP, collaborative goal setting
PCP role
Refer chronic disease patients to HC, soft hand-off, collaboration & continuous communication with HC
Huddle
Provider Exam
HC Visit
Phone/Visit f/u

7. Aligned Curriculum, EMR Templates & Patient Resources
For each topic, EMR templates developed by PCPs with input by MAs
Templates include content from patient handouts
MAs are trained using the templates and the handouts
Self-management included in each template
Close supervision by providers and nurses during the training period
Much of our materials on chronic disease management were developed by our provider staff. The providers also teach different components of the curriculum and have a great deal of input on what is being taught to their patients.
-Medical Assistants enjoy having the providers teach because they hear first hand what is important for their patients to know.

8. Outcomes Data