Manager Support Services, Perioperative Services

New Haven, CT
Dec 28, 2018

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Job Description

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.



SUMMARY

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.

EEO/AA/Disability/Veteran.



RESPONSIBILITIES

IN CHARGE RESPONSIBILITIES


Create
and implement work activities of staff to maintain daily workflow. Develops
work-schedules and is

responsible
for the hiring, training and reviews of employees. Uses good decision-making
skills and

balances
priorities and tasks appropriately so that the goals of the department are met.
Maintains

statistical
reports to track volume and quality of service


In-charge
responsibilities 24/7 which includes coverage on evenings, nights and weekends.


Prepares
monthly schedules and adjusts staffing to accommodate for illnesses , absences
and

unexpected
events. Assigns and monitors daily workload to appropriate personnel based on
staffing

level.


Resolves
difficult situations that may arise based on department guidelines. When
necessary, seeks

assistance
from Patient Service Manager or Senior Management


Ensures
employees are in compliance with HIPAA regulations and follows YNHHS guidelines
in

addressing
any violations.


Develop
training Standard operating procedure and the responsibility for training
employees across

multiple
clinical departments within Perioperative Service Department, GI as well as
Preadmission Test.


Ensures
that all mandatory training requirements of employees are met.


Participates
in meetings with external departments as it relates to the clerical support and
scheduling

process.
Actively meet with the Patient Service Manager/Assistant Patient Service
Manager to ensure

the
needs of their area are met.


Participates
in monthly meeting to ensure Patients Experience/Press Graney score and
Employee

engagement
are on target in regards to customer service standards, quality assurance and
employee

productivity.


Provides
disciplinary action when departmental and hospital policies have been violated


Develop
new policies and procedures as well as implementation as it relates to the
Perioperative


Services
department, GI and Preadmission Testing on all campus


Demonstrates
a thorough understanding of all the functions that relate to the operating
room, GI and


Preadmission
Testing and a global understanding of the hospital as a whole.


Maintain
a positive relationship with the Union representative in regards to the
creating/ updating union

employee
job functions



PROBLEM SOLVING


Integrates
a variety of resources and avenues to assess the needs of the staff. Uses good
problem

solving
methods and resourcefulness to resolve issues. Takes appropriate steps to
address problems

or,
when indicated, refers issues to the appropriate person or department for resolution.


Identifies
obstacles hindering staff in the performance of their job responsibilities work
to create

opportunity
to improve employee engagement


Determine
the course of action to be taken when analyzing and resolving problems


Makes
sound decisions and works closely with staff when developing and implementing
operating

procedures
as they relate to the area.


Identifies
and implements processes that will enhance the clerical support and scheduling
process.


Provides
documentation of problems, possible solutions and their outcomes.


Create
employee improvement plan to identify and improve employee work performance
within job

description/
patient or physician experience

PATIENT/PHYSICIAN EXPERINCE


Works
with staff to create a patient/family, physician and employee experience that
exemplifies caring,

understanding,
efficiency and overall quality of service. Demonstrates the ability to balance
customer

service
with the productivity and clinical efficiency of the hospital.


Identifies
events where the service to a patient/physician was less that optimal.
Appropriately initiates

and
carries through the Service Recovery process.


Identifies
and implements changes to enhance Patient/Physician experience


Consistently
demonstrates the ability to comprehend the needs of the patients/physicians as
well as

the
PSM and insures that the needs are met.


Acts
as a role model in providing exceptional customer service to the
patients/physician and family

members
to balances the needs of the patient/physician with the productivity of the
department.


Contributes
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.

COMPUTER SYSTEMS


Maintains
knowledge of current computer systems, for example those used in registration,
scheduling,

patient
calls, chart preparation, bed assignment, accounts receivable, patient care,
and patient tracking

systems.
(EPIC, Lawson, MPH, HPF, Call Pointe ,Qgenda) Utilizes Microsoft packages.
Participates

in
internal and external committees as related to the enhancement or development
of computer

systems.


Is
knowledgeable of all downtime policies and procedures as it effects the
clerical support areas and

scheduling
functions.


Works
with management staff to update procedures.


Identifies
and resolves information discrepancies between various software applications.


Monitors,
evaluates and responds to system abnormalities. Recognizes when to make
workflow

changes
and when to escalate issues appropriately.


Proficiently
utilizes Microsoft applications in performing daily responsibilities.


In
case of a significant system downtime, implement downtime procedure adjusting
staffing and

operational
workflow to ensure the needs of the department our met, ensure that all paper

documentation
is scan into the EHR

CLERICAL SUPPORT AND TRIAGE FUNCTIONS


Using
a variety of resources and avenues assesses the needs of our
patients/physicians at various

contact
points and takes appropriate steps to either meet the needs or refer the
patients/physicians or

vendors
to the appropriate person or department for resolution.


Ensures
that clerical support desk responsibilities are performed accurately.


Effectively
identifies and communicates patients /physicians needs then set expectation
with clerical

support
staff

Create
and implement the flow of patients for clinicians to ensure that all aspects of
the clerical support

staff
process are complete and concluded within the established time frame.

BOOKING AND SCHEDULING FUNCTIONS


In
accordance with established medical and hospital policies and procedures,
schedules surgical

booking
appointments


Demonstrates
and applies sound knowledge of Call Pointe and MPF systems / Right fax as well
as the

surgical
booking system.


Create
/Obtains and records demographic and clinical information, utilizing the
appropriate computer

system


When
appropriate, communicates changes and or cancellation to the booking and
scheduling

information
to patient/physicians as well as charge nurse/ anesthesia and other departments
to ensure

a
smooth admission process for the patient.


Monitor
and correct the patient's surgical visit to ensure the surgical procedure will
be charge to the

appropriate
hospital visit


Run
a daily report to ensure all outpatients are discharge from the system to
ensure compliance with

insurance
approval for all outpatients\u2019 procedures


Works
closely with Transplant Compliance Coordinator to ensure organ verification and
check in


process
is complete on every organ coming from outside the facility

PRE ADMISSIN TESTING


Monitors
the Master Person index to review, percentage of duplicates and potential
problem areas.


Work
with Communications Associate to improve skill level with the system as it is
related to scanning

and
indexing in HPF.


Ensures
that all functions are performed with established time frames and according to
established

procedures.


7
.3 Develops, prepares and submits monthly statistical report showing record
activity, etc.


Performs
certain statistical QA functions in regards to patients indexed to the wrong
medical records ,


the
time the electronic document was send via the system for indexing


Develops
new procedures and participates in the planning, training and implementation of
system


improvements
to enhance the operating functions of the department.


Remove
documents from the McKesson Patient Folder that has been indexed into the wrong
patient


Electronic
Medical Records via (Epic)


Correct/Move
or Modify documents that have been indexed incorrectly in McKesson Patient
Folder


Work
closely with the analyst who monitors McKesson Patient Folder and Right Fax to
ensure the


integration
of the two system is working correctly


Work
closely with the Physician office to ensure the patient 's documents are
received in a timely


manner
to ensure all necessary documents are available on the day of surgery

MEANINGFUL
USE AND CMS COMPLIANCE


Create
and implement workflow to ensure all departments are on target to achieving
Meaningful by

maximizing
the use of EHR


Ensure
that all outside records are scanned and indexed within 2 hour time frame


Reduce
the use of paper when the option is available within the EHR


Ensure
the clerical support staff is providing the patients with their access
information to sign up


mychart

EDUCATION:

Bachelor's Degree. Masters preferred.



EXPERIENCE:

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.



SPECIAL
SKILLS:

Excellent interpersonal skills and
leadership ability. Has the ability to effectively communicate with all
disciplines

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.

ACCOUNTABILITY
(how
this position is held accountable for such as goals achievement, budget
adherence, or

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
departmental

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.

COMPLEXITY
(describe
planning, problem solving, decision making, creative activity, or other special
factors

inherent in the responsibilities of this
position):

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
differences),

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,
families,

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
quality

assurance, customer service and employee
productivity.



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Job Info

Job: 3844

Department: SRC Perioperative Unit Clerks
Category: Mgmt/leadership
Sub Category: NON-CLINICAL
Hours: 40.00

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