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.
The Business Associate in cooperation with members of the patient care team achieves desired outcomes in the following areas: Service Excellence, collaboration and teamwork, technical expertise, positive impact and problem solving. Additional activities may be at the request of the department and/or Manager to ensure safe effective and efficient operations of the facility.
Patient and family centered care (PFCC) at BH 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. Adheres to the "Is there anything else I can do for you , and "Heal me, cause me no harm, treat me nicely" customer service pledge and promotes a positive work environment.
Responsibilities: 1. Service Excellence - Creates a great "First Impression" by demonstrating exemplary customer service skills for all customer groups including patients, families/friends, physicians, staff and support department personnel. Adheres to the "Is there anything else I can do for you?" customer service excellence pledge. 1.1 Interacts with patients, families/friends, physicians and staff, in a helpful, courteous, pleasant and professional manner at all times, including while using the intercom. 1.2 Introduces self to patients and families when meeting face to face. 1.3 Answers the telephone within a timely manner, identifying patient care unit and self. 1.4 Responds to patient call lights (routine and emergency) and follows up by locating staff member(s) to assist the patient, providing the patient with needed information and/or delivering requested item when appropriate. 1.5 Researches and responds to families''/friends'' inquiries regarding patient status (including in the OR, DI or elsewhere off the unit) providing as much information as HIPAA regulations allow. Assures that information is communicated in a timely and sensative manner. 1.6 Supports the family/friend throughout the patient stay; recognizing the importance of safety and vulnerability of populations; providing information about the unit, the hospital,and local area services. 1.7 Takes an active role in locating patient belongings. Contacts patient or family/friend when items are left behind and arranges for pickup. 1.8 Arranges for mailing of belongings not picked up within five days according to an established procedure. 1.9 May assist in obtaining supplies, towels, ice, water, coffee, etc., for patients and families/friends. 1.10 Works with Patient Relations representative to secure meal tickets, parking and phone cards for patients and families/friends as appropriate. 1.11 Recommends and promotes ideas and/or suggestions that will enhance the Hospital''s commitment to providing exceptional customer service. 1.12 Delivers or arranges for the delivery of patients'' mail to their rooms before the conclusion of the shift. 2. Collaboration and Teamwork - Assures that information is communicated in a timely, sensitive and effective way; follows through on responses as appropriate. 2.1 Demonstrates sensitivity to the varying needs and communication styles of our culturally diverse patients, families and staff. 2.2 Respectfully screens and directs telephone calls and families/friends inquiries to the appropriate individual demonstrating the ability to determine the priority/immediacy of the communication. Transfers calls to appropriate staff providing name of caller and other relevant information. 2.3 Takes messages, ensuring that name, telephone number, time and other appropriate information are captured with accuracy. For calls of a less immediate nature, forwards messages to appropriate individuals. 2.4 When requested, calls page operator and/or other members of the healthcare team and monitors whether page and other stat communications have been responded to; initiates follow-up, as necessary. 2.5 Collaborates with the nursing staff to foster an environment that values patient confidentiality and secures interpreter services and/or equipment as approptiate. 2.6 Locates other members of the health care team when requested. 2.7 Actively contributes to all unit activities that support a positive work environment. 2.8 Interacts with unit staff to learn the needs/activities of our patients on the unit on a daily basis. 2.9 Attends and actively participates in staff meetings; accepts responsibility for reading staff meeting minutes if unable to attend. 2.10 Meets expectations for attendance, punctuality, dress code, and completes all mandatory training and required health screening by required due date. 2.11 Assumes responsibility for continued learning, skill development and goal setting in collaboration with the Nurse Manager and completes self evaluation prior to review date. 2.12 Accepts accountability for positive staff relations. 2.13 Performs standard and miscellaneous duties to ensure excellent customer service for patient and family/friend satisfaction on and off the patient care unit, as appropriate. 3. Technical Expertise - Proficient skill on all computer applications and telecommunication systems. Maintains all medical records and other materials related to medical status and patient care. Observes strict confidentiality within HIPAA regulations. 3.1 Receives, distributes, processes, files and maintains all patients'' medical records and other documents relating to medical status and patient care maintaining strict confidentiality at all times. 3.2 Receives and signs for receipt of official historical patient Personal Health Information (PHI) from outlying facilities. Files in designated locations accessible to patient healthcare team. 3.3 Labels and dates all new forms with patient information, assembles paperwork. 3.4 Prepares unit packets with patient forms, welcome booklet, and appropriate pamphlets (i.e patient rights, REV Team, fall prevention, spiritual care, living will/advance directives) for new patients and families/friends. 3.5 Prepares labels for charts and identification bands. Assembles and organizes forms into medical record chart kept on unit as appropriate. 3.6 Receives, collects, reviews, sorts and prioritizes all documents received via printer, FAX, and other sources in a timely manner, e.g. lab results, patient care summaries, discharge summaries and operative reports. Distributes forms requiring immediate attention to appropriate staff, and files others appropriately in medical record. 3.7 Prepares and distributes forms for daily patient records as appropriate. 3.8 Communicates with care coordinator, Nurse, and as directed, MD/LIP,to facilitate the discharge patient in a timely manner. Processes the medical record as appropriate including removing the patient from electronic documentation system immediately upon patient leaving the unit. 3.9 Disassembles patient chart at the time of discharge. Places discharge record and old record (if on unit) in location designated for Medical Records staff pickup. 3.10 Utilizes electronic medical record to request transportation needs for safe patient flow and transportation to procedures, other units, or discharges home allowing for timely cleaning of beds. 3.11 Manages the ongoing complexity of the bed management dashboard computer system updating discharges, assigning admissions, requesting and tracking transfers, and other appropriate applications. 3.12 Complete non-therapeutic functions under the direction of MD, PA, APRN or RN. Remove medication(s) from the pneumatic tube system sent from the Pharmacy or Hospital Supply to the unit/patient care area. 3.13 Immediately deliver the medication(s) from the pneumatic tube system to the appropriate Registered Nurse, Physician, Advanced Practice Registered Nurse, Physician Assistant or other appropriate licensed practitioner.
3.14 As directed by a Registered Nurse, Physician, Nurse Practitioner, Physician Assistant or other appropriate licensed practitioner, remove IV solutions from the patient care area''s clean utility room and immediately deliver to the appropriate licensed practitioner.
3.15 As directed by a Registered Nurse, Physician, Nurse Practitioner, Physician Assistant or other appropriate licensed practitioner, stock IV solutions in the patient care area''s clean utility room. 4. Positive Impact on Practice/Problem Solving - Exhibits behaviors demonstrating responsibility for creating a positive work environment. Recommend reasonable solutions to address problems. 4.1 Ensure environment is always regulatory ready, regulatory compliant, including maintaining a clean, comfortable environment for patients, families, friends and coworkers. 4.2 Communicates to manager any unsafe area in the environment and any other safety concerns. 4.3 Charges all appropriate patient care items using PAR Excellence (PAR-Ex)/Lawson. 4.4 Orders office supplies and forms via supplier, both stock and non-stock, assuring a cost effective inventory and the availability of essential stock to enable staff to performs their jobs safely with appropriate supplies. 4.5 Notifies nurse and/or other appropriate staff members of patient''s arrival on floor, delivery of medications, and other activities or information requiring immediate knowledge or response. Notifies appropriate physician team when patient arrives. 4.6 Forwards W-10s and other information to nursing homes home care facilities and other agencies in a timely manner to assure prompt discharge. 4.7 Informs RNs when patients arrive on the unit. 4.8 Reviews tracking program to obtain patient status during procedure and treatment schedules for IR, Cath Lab, and OR, etc., notifies nurse and coordinates as needed for the patient and/or family/friend. 4.9 Notifies the patient''s nurse when transport arrives to take patient off the unit and initiates the appropriate transport paperwork. 4.10 Updates patient calendars/ logbooks with unit specific information. 4.11 Remains at desk and responds to nursing and MD/LIP requests in emergency situations such as codes. 4.12 Ensures exchange of emergency equipment (i.e. code cart) in a timely manner. 4.13 Initiates and monitors electronic requests for services and supplies, including but not limited to requests for discharge wheelchairs, O2 set ups, telephone repairs, cleaning of patient rooms and other maintenance needs. Coordinates these requests with Bed Management, Service Response Center, EVS and other departments as appropriate to ensure safe patient flow. 4.14 Provides a timely comprehensive report of unit activity to relief, oncoming BCs and/or RN in charge. 4.15 As appropriate, serves as a department resource for new staff including Business Clericals and other members of the team. 4.16 Checks ID badges of vendor /drug representatives to assure compliance with HIPAA regulations. Other information: EDUCATION:
High school diploma or equivalent; secretarial coursework preferred.
Minimum of 6 months work experience, preferably in a healthcare setting.
Excellent communications, interpersonal, organizational skills and ability to multitask and manage time effectively. Ability to read computer screens, forms and other documents and follow written and oral instructions. Ability to write clearly and legibly. Demonstrated competency with computers and keyboarding skills. Ability to work in a fast-paced, changing environment. Ability to respond to unpredictable, changing situations and needs (including clinical crises on the unit and otherwise stressful situations and interactions) with sound judgement and excellent customer relations skills. Possess the ability to maintain composure in stressful situations. Demonstrate a caring, positive attitude towards patients and families.
Contributes to achievement of excellent patient satisfaction and customer service. Incumbent is held accountable for accuracy and timeliness of own work. Sets priorities and maintains knowledge of operational and administrative activities, their status and progress. Monitors communications and activities in support of patient care to provide appropriate and timely support and follow through. Processes patient charges accurately and on time. Coordinates function to sustain a positive and productive environment of care. Uses supplies in a cost-conscious manner. Maintains all forms of medical records other computerized and manual processes in an accurate and timely manner. Maintains strict patient confidentiality. Adheres to Service Excellence standards in all interactions with patient, family, and staff.
Exercises independent judgement and tact in dealing with all patients, families/friends, callers, managers, physicians, and other Hospital personnel. Utilizes knowledge of administrative and operational activies as they relate to the admission and discharge processes, medical record requirements, patient care and visitors needs, and all electronic medical records to generally support the work of the Patient Care Teams and Nurse Manager. Works within established guidelines independently or with minimal supervision. If applicable, the timeliness of patient admissions and discharges, patient care follow-up activities and patient/customer satisfaction are directly affected by the activities of the individual''s performance.
Ability to lift a minimum of 40 pounds. Consistent use of body mechanics. Work involves sitting in a chair for long periods of time, stands and walks through department or facility as required.