"You never get a second chance to make a first impression."
For Troy Ratcliff and Veronica Ochoa, those are words to live by. As medical assistants at UCLA Health offices, they are often the first contact for patients, a position that puts them on the front lines of health care — which is exactly where they want to be.
Ratcliff and Ochoa were recently named Medical Assistants of the Year by the UCLA Ambulatory Care nursing team during the first annual Medical Assistants Day Celebration to honor UCLA's more than 700 UCLA medical assistants.
"Medical assistants work hard toward patient satisfaction,” said Ochoa, who works with heart failure patients at the UCLA Cardiovascular Center. “We set the tone for the patient’s experience.”
Beyond the front desk, medical assistants measure patients' heart rate, blood pressure and other "vitals," administer medications and vaccines, and assist physicians with basic procedures. They also review medical histories and medications with patients, provide patient education and relay information between patients and physicians. All of these tasks and more are essential to keeping the health system running smoothly.
But it’s the personal side of the job that both Ochoa and Ratcliff says they like best. Ratcliff sees children and adults at the Medicine-Pediatrics Comprehensive Care Center in Santa Monica, and he never gets tired of getting to know new patients and seeing established ones return.
Ratcliff, who sees children and adults at the Medicine-Pediatrics Comprehensive Care Center in Santa Monica, said, “People may not want to be there. They’re not feeling well, and for kids it can be scary.” He added that he never gets tired of getting to know patients. "I’m always happy to see them, and I make them feel at home” — a welcoming attitude that helps kids calm down and adults start off on the right foot with their care. And this pays off in good patient relationships. In some cases, people who come in for urgent care later return as regular primary care patients. “That says a lot about our practice,” Ratcliff said.
Ochoa also likes seeing patients come back. In her case, patients often come back with a new heart. “When new patients come in, they are scared," she said. You can’t take the fear away, but you can build a relationship. We reassure them that they are in a good place and in good hands, with the best medical team."
Ratcliff and Ochoa were chosen from 48 nominees for the award. The Medical Assistant of the Year Awards will continue to shine a light on the work these valuable professionals do and acknowledge the excellent care they give, said Quanna Batiste, director of nursing for Ambulatory Care at UCLA Health.
“They embody the principles of CICARE and the vision of UCLA Health — healing humankind one patient at a time by improving health, alleviating suffering and delivering acts of kindness,” Batiste said.
This story was originally published in UCLA Health Employee News.
