To be part of our
organization, every employee should understand and share in the YNHHS Vision,
Mission, and live our
Values. These values-integrity, patient-centered, respect, accountability, and
must guide what we do,
as individuals and professionals, every day.
Responsible for coordinating 100+ staff
who perform various support functions for perioperative services and GI.
Support functions include clerical, room
cleaning and patient transport. Ensures positive interactions with patients,
family members, medical staff, third
party representatives and hospital personnel. Promotes good customer service
in the work environment. Effectively
utilizes all computer systems to ensure that the responsibilities of the
Communications Associates/Unit Clerks,
Administrative Associate, Operating room Associates, Environmental
Associates are met. Performs certain
statistical and QA functions. Is responsible for the hiring, reviews and
schedules of employees. Develops new
procedures and participates in the planning, training and implementation of
system improvements to enhance the
operating functions of the department. In-charge responsibility 24/7 where
most areas have Day/Evening shift as well
as night and weekend coverage needs.
IN CHARGE RESPONSIBILITIES
and implement work activities of staff to maintain daily workflow. Develops
work-schedules and is
for the hiring, training and reviews of employees. Uses good decision-making
priorities and tasks appropriately so that the goals of the department are met.
reports to track volume and quality of service
responsibilities 24/7 which includes coverage on evenings, nights and weekends.
monthly schedules and adjusts staffing to accommodate for illnesses , absences
events. Assigns and monitors daily workload to appropriate personnel based on
difficult situations that may arise based on department guidelines. When
from Patient Service Manager or Senior Management
employees are in compliance with HIPAA regulations and follows YNHHS guidelines
training Standard operating procedure and the responsibility for training
clinical departments within Perioperative Service Department, GI as well as
that all mandatory training requirements of employees are met.
in meetings with external departments as it relates to the clerical support and
Actively meet with the Patient Service Manager/Assistant Patient Service
Manager to ensure
needs of their area are met.
in monthly meeting to ensure Patients Experience/Press Graney score and
are on target in regards to customer service standards, quality assurance and
disciplinary action when departmental and hospital policies have been violated
new policies and procedures as well as implementation as it relates to the
department, GI and Preadmission Testing on all campus
a thorough understanding of all the functions that relate to the operating
room, GI and
Testing and a global understanding of the hospital as a whole.
a positive relationship with the Union representative in regards to the
creating/ updating union
a variety of resources and avenues to assess the needs of the staff. Uses good
methods and resourcefulness to resolve issues. Takes appropriate steps to
when indicated, refers issues to the appropriate person or department for resolution.
obstacles hindering staff in the performance of their job responsibilities work
to improve employee engagement
the course of action to be taken when analyzing and resolving problems
sound decisions and works closely with staff when developing and implementing
as they relate to the area.
and implements processes that will enhance the clerical support and scheduling
documentation of problems, possible solutions and their outcomes.
employee improvement plan to identify and improve employee work performance
patient or physician experience
with staff to create a patient/family, physician and employee experience that
efficiency and overall quality of service. Demonstrates the ability to balance
with the productivity and clinical efficiency of the hospital.
events where the service to a patient/physician was less that optimal.
carries through the Service Recovery process.
and implements changes to enhance Patient/Physician experience
demonstrates the ability to comprehend the needs of the patients/physicians as
PSM and insures that the needs are met.
as a role model in providing exceptional customer service to the
patients/physician and family
to balances the needs of the patient/physician with the productivity of the
to a positive work environment by actively discouraging /we versus they/
thinking. Looks for
ways to help
others, supports their work and writes letters of commendation.
knowledge of current computer systems, for example those used in registration,
calls, chart preparation, bed assignment, accounts receivable, patient care,
and patient tracking
(EPIC, Lawson, MPH, HPF, Call Pointe ,Qgenda) Utilizes Microsoft packages.
internal and external committees as related to the enhancement or development
knowledgeable of all downtime policies and procedures as it effects the
clerical support areas and
with management staff to update procedures.
and resolves information discrepancies between various software applications.
evaluates and responds to system abnormalities. Recognizes when to make
and when to escalate issues appropriately.
utilizes Microsoft applications in performing daily responsibilities.
case of a significant system downtime, implement downtime procedure adjusting
workflow to ensure the needs of the department our met, ensure that all paper
is scan into the EHR
CLERICAL SUPPORT AND TRIAGE FUNCTIONS
a variety of resources and avenues assesses the needs of our
patients/physicians at various
points and takes appropriate steps to either meet the needs or refer the
to the appropriate person or department for resolution.
that clerical support desk responsibilities are performed accurately.
identifies and communicates patients /physicians needs then set expectation
and implement the flow of patients for clinicians to ensure that all aspects of
the clerical support
process are complete and concluded within the established time frame.
BOOKING AND SCHEDULING FUNCTIONS
accordance with established medical and hospital policies and procedures,
and applies sound knowledge of Call Pointe and MPF systems / Right fax as well
/Obtains and records demographic and clinical information, utilizing the
appropriate, communicates changes and or cancellation to the booking and
to patient/physicians as well as charge nurse/ anesthesia and other departments
smooth admission process for the patient.
and correct the patient's surgical visit to ensure the surgical procedure will
be charge to the
a daily report to ensure all outpatients are discharge from the system to
ensure compliance with
approval for all outpatients\u2019 procedures
closely with Transplant Compliance Coordinator to ensure organ verification and
is complete on every organ coming from outside the facility
PRE ADMISSIN TESTING
the Master Person index to review, percentage of duplicates and potential
with Communications Associate to improve skill level with the system as it is
related to scanning
indexing in HPF.
that all functions are performed with established time frames and according to
.3 Develops, prepares and submits monthly statistical report showing record
certain statistical QA functions in regards to patients indexed to the wrong
medical records ,
time the electronic document was send via the system for indexing
new procedures and participates in the planning, training and implementation of
to enhance the operating functions of the department.
documents from the McKesson Patient Folder that has been indexed into the wrong
Medical Records via (Epic)
or Modify documents that have been indexed incorrectly in McKesson Patient
closely with the analyst who monitors McKesson Patient Folder and Right Fax to
of the two system is working correctly
closely with the Physician office to ensure the patient 's documents are
received in a timely
to ensure all necessary documents are available on the day of surgery
USE AND CMS COMPLIANCE
and implement workflow to ensure all departments are on target to achieving
the use of EHR
that all outside records are scanned and indexed within 2 hour time frame
the use of paper when the option is available within the EHR
the clerical support staff is providing the patients with their access
information to sign up
Bachelor's Degree. Masters preferred.
Previous supervisory experience required.
Three or more years\u2019 experience in a hospital environment with emphasis
on registration, reception, and patient
tracking functions. Experience should involve compliance with reception and
customer service policies as noted in the
medical bylaws and the clinical necessity of admissions.
Excellent interpersonal skills and
leadership ability. Has the ability to effectively communicate with all
and all levels of customers both written
and verbal. 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 judgment and excellent customer relations skills. Strong working
knowledge of PC's and related software to
prepare a variety of reports. Must be able to work under constant pressure
and use strong organizational skills.
Demonstrates working knowledge of Medical Terminology.
this position is held accountable for such as goals achievement, budget
other areas of accountability):
Incumbent is held accountable for
coordinating the staff to ensure the following: the accuracy and timeliness of
patient registration, patient admissions,
the completeness of all required documentation; the monitoring of the flow of
information between multiple computer
systems and deciding when to use back -up systems; obtaining of the
needed demographic and clinical
information to ensure that patients are admitted and/or registered properly;
Responsible for patient transport,
operating room cleaning, clinical support; adherence to established
guidelines, hospital policies and medical
staff by-laws as it pertains to all of the functions. Responsible for hiring,
staff schedule, enforcing policy and
compiling annual staff performance reviews.
planning, problem solving, decision making, creative activity, or other special
inherent in the responsibilities of this
In personal and job-related decisions and
actions, consistently demonstrates the values of integrity (doing the right
thing), patient-centered (putting
patients and families first), respect (valuing all people and embracing all
accountability (being responsible and
taking action), and compassion (being empathetic).
Position requires application of a
variety of policies and procedures in dealing with employees, patients,
physicians and their staffs. Due to the
complexity and diversity of the interaction with various disciplines, must have
the ability to assess situations and make
sound judgments in rectifying issues. Due to the intricacies of the
numerous computer systems, must have the
ability to understand how the systems interface with each other and
how the integrity of information affects
the patient, the clinician and reimbursement. Must be capable of independent
judgment in dealing with clinical staff,
patients and families. Maintains a variety of statistical reports to track
assurance, customer service and employee