Beth Israel Lahey Health & Team

Kristen Silva

Abstract

The healthcare industry faces significant workforce challenges, particularly when recruiting for the pivotal role of medical assistant (MA) in the primary care setting. At Beth Israel Lahey Health (BILH), an integrated and expansive health system based in Boston, Massachusetts, we have developed a year-long residency program designed to cultivate a skilled workforce. Supported by grant funding from the state to our Workforce Development team and matched by BILH Primary Care, this program focuses on transforming individuals with little to no prior healthcare training or education into certified medical assistants. The program effectively combines classroom education, role play and on-the-job clinical hands-on experience. This enables participants to develop both clinical skills and professional behaviors essential for success in the healthcare environment. By examining the structure and outcomes of this innovative program, we highlight its potential to address workforce shortages, improve patient care, and create opportunities for individuals seeking meaningful careers in healthcare.

Introduction

The growing demand for healthcare services has underscored the need for a robust workforce capable of delivering high-quality patient care. Medical assistants play a vital role in the healthcare system, yet many individuals face barriers to entering this field, including a lack of access to training and education. While many people are interested in a Medical Assistant role, often training to that role can involve lots of time, significant tuition and lost income. This article discusses a comprehensive year-long residency program aimed at empowering individuals from diverse backgrounds to become medical assistants. The program offers paid training and a yearlong residency opportunity, preparing them to take the Certified Clinical Medical Assistant exam (CCMA) toward the completion of the 12 months. By examining the components of the program, its impact on participants, and its implications for the healthcare workforce, we aim to contribute to the ongoing dialogue about effective workforce development strategies.

Beth Israel Lahey Health is an integrated health system comprised of 12 hospitals, both urban and suburban, in Massachusetts and New Hampshire, over 90 Primary Care practices, three urgent care centers, certified home health, hospice, hospital at home, and long-term care. Our program was intentionally designed to target the Primary Care setting to address a role that can experience high turnover yet serves a critical role in the value stream of care delivery. Beth Israel Lahey Health Primary Care represents over 430 providers and 1480 employees in 90 practices throughout Eastern Massachusetts. From Seabrook, New Hampshire, to Sandwich, MA, BILHPC serves more than 50 communities and over 420,000 patients who make about 900,000 visits annually.

Program Overview

The residency program is designed for individuals who have completed high school but possess little to no professional training or healthcare experience. Rooted in the mission and values of our organization, the program focuses on inclusivity and accessibility, ensuring that candidates from underrepresented communities have the opportunity to enter the healthcare workforce. We find that when our care teams embody and represent the communities we serve, our care teams have a deeper understanding of the needs of our patients, and we provide more impactful, quality care.

Structure of the Program

The year-long residency consists of:

1. In-Classroom Education: Participants engage in an 8-week blended curriculum that combines in-person instruction and independent learning. The coursework covers essential topics, including medical terminology, anatomy and physiology, pharmacology, patient care practices, healthcare ethics, therapeutic communication, leadership and professionalism.

2. On-the-Job Clinical Training: Following the initial classroom training, participants are placed in primary care offices where they receive hands-on clinical training. Under the supervision of experienced medical professionals, they gain practical experience in patient interaction, medical record management, clinical procedures and team-based care.

3. Professional Development: Throughout the program, participants engage in workshops and mentorship opportunities that focus on developing professional behaviors such as communication skills, teamwork, and problem-solving. This holistic approach ensures that graduates are not only technically proficient but also equipped with the interpersonal skills necessary for success in the healthcare environment.

Outcomes and Impact

The program’s effectiveness is measured through various metrics, including participant satisfaction, certification exam pass rates, and employment placement rates. Preliminary data indicates that graduates of the program exhibit increased confidence in their skills and are well-prepared for roles as certified medical assistants.

To date, the program has graduated 57 Clinical Assistants over the span of 2.5 years. 54 were hired into full-time jobs with benefits and retained 30 days. Data for the first four cohorts show 97% retention at 60 days and 95 percent retention at 90 days. Eleven program graduates to date have successfully passed the national CCMA exam and are certified Medical Assistants, with the remainder on a path to obtaining this esteemed credential.

Participant Feedback

Qualitative feedback from participants highlights the transformative nature of the program. Many express gratitude for the supportive learning environment and the opportunity to build a career in healthcare. Testimonials indicate that the combination of classroom learning and practical experience significantly enhances their understanding and readiness for the workforce.

Workforce Development

By successfully training and placing graduates in healthcare settings, the program addresses critical workforce shortages in the medical assistant field. As healthcare demands continue to rise, this initiative contributes to a sustainable solution that benefits both the healthcare system and the communities it serves.

Future Directions

To further enhance the program, ongoing evaluation and adaptation will be essential. Exploring partnerships with healthcare organizations for job placements, expanding outreach efforts to underrepresented communities, and incorporating feedback from graduates will ensure the program remains relevant and impactful. Additionally, research into the long-term career trajectories of graduates will provide insights into the program’s efficacy and areas for improvement.

Conclusion

The BILH Primary Care Clinical Assistant to MA Residency Program is an innovative approach to addressing the need for talented professionals caring for our patients in the Primary Care setting. The year-long residency exemplifies an effective model for addressing the training and education gaps in the healthcare sector. By empowering individuals with little to no prior experience, the program not only fosters personal and professional growth but also strengthens the healthcare workforce. The program demonstrates an effective model for collaboration between Workforce Development, Human Resources and Recruiting, Primary Care Leadership and Education Teams. As the program continues to evolve, it serves as a valuable framework for similar initiatives aimed at enhancing access to healthcare careers for diverse populations.