1. Medical assistant professional development
Enhance the roles of front-line staff, and improve your practice culture, workflow and team dynamics

2. Why is medical assistant professional development important?
Medical assistants are at the front line of patient care
They are an integral part of the clinical care team and can enhance team-based care models
They play a large role in increasing patient satisfaction and improving quality
Training and development can lead to more engaged employees and higher job satisfaction

3. I never realized that when a patient says ‘I left my glasses at home – can you help me with this form’ she may be covering for the fact she can’t read or understand the paperwork. I’ll be more aware of this in the future. “ ”
A Medical Assistant after completion of the Health Literacy training session
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4. Four steps for beginning an MA professional development program in your practice1 1
Poll the team and prioritize training topics 1 2
Select a program leader 3
Assemble the curriculum and educational materials 4
Execute and evaluate the training

5. Professional development topics
Diabetes
Hypertension, hyperlipidemia and obesity
Health Literacy
Chronic Kidney Disease
Hospice
Professional Development
*You may also utilize a survey/evaluation to understand what topics are of interest to your Medical Assistants.

6. Session Packets on Various Development Topics Flashcards
Tools/Resources available to your practice
Session Packets on Various Development Topics
Flashcards
MA In-service Education Survey

7. How is it working at other practices?
Verona, NJ
Steps in Practice Summary– Vanguard Medical Group in Verona, NJ
Vanguard Medical Group is a multi-site physician group that serves 50,000 patients/year and strong supports the goals of medical home transformation. They use innovation to drive quality initiatives and employ team-based care.
In 2012, feedback was given that indicated that there were varying levels of performance among the medical assistants on staff. The variation was a result of 1) differences in prior education and experience, 2) lack of opportunity for professional development beyond initial orientation, and 3) non-formalized communication surrounding performance. Providers and patients were unhappy with the variation in skill level and difference in care. MAs felt undervalued and unsupported in terms of development.
With this feedback and understanding of current state, Vanguard decided to invest in a professional development program for medical assistants:
Director of Care Coordination wrote modules around key topics important to their practice. All modules were approximately 45 minutes long and included: warm-up exercises, short electronic surveys, interactive presentations, materials/handouts, guest speakers, and peer teaching.
The modules were delivered on a monthly basis by nurse care coordinators in a lunch and learn format. The nurse care coordinators served as an ongoing clinical resource for MAs as well.
The MA development program proved to be successful and beneficial. MAs reported increased confidence levels and pride in their role on the care team. Other team clinicians and providers felt they’ve seen improvements in charting, phone skills, and patient interactions. They also appreciate the increased level of MA accountability and performance.

8. For additional resources, frequently asked questions and implementation support, visit