Communication Associate - Per Diem

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New Haven, CT
May 22, 2019

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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.

EEO/AA/Disability/Veteran

Summary:
Under the general direction of the Scheduling and Communication Manager, and in cooperation with all the members of the patient care team, performs a wide range of customer relations, communications, administrative, and coordinate functions that fully support patient care activities within the Perioperative Services Department.

Responsibilities:
  • 1. In a pleasant, courteous and professional manner performs reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met.
  • 1.1. Answers the phone in five (5) rings in a courteous manner identifying unit and staff member's name 100% of the time.
  • 1.2. Screens telephone calls, determining name and purpose, to whom individual should be referred or if the matter can be handled independently, priority/immediacy of communication, etc.
  • 1.3. Anticipates and meets callers' needs through inquiry and use of good judgment, being an active resource and provider of information.
  • 1.4. Locates staff members via intercom or other appropriate means for calls and visitor requests of an immediate nature. Transfers calls providing name of caller and other relevant information.
  • 1.5. Operates the internal paging system and uses appropriate language and tone while paging overhead announcements.
  • 1.6. Communicates with individuals regarding incoming faxes in a timely manner.
  • 1.7. Calls page operator for staff members and monitors whether page and other stat communications have been responded to. Initiates follow-up as necessary.
  • 1.8. Pages trauma team members as requested by the nursing staff and follows up to ensure that each page is received and members of the team arrive in the Operating Room within ten (10) minutes of receiving the information.
  • 1.9. Coordinates all in-house communication regarding patients and information received on the 1 (800) trauma line in an effective manner as dictated by policy and documents this activity.
  • 1.10. Provides service consistent with the standards established for the Y Access Line.
  • 1.11. Records and processes the following information accurately 100% of the time: referring Physician's name, office address, phone number; patient name and date of birth; and patient disposition (i.e., who patient was referred to, whether transfer occurred, etc.) as it relates to the Physician Referral Service and Transfer Service.
  • 1.12. Effectively manages calls requesting patient transfer as outlined by the CTC protocol.
  • 1.13. Completely documents all activity related to patient transfers in the appropriate location, allowing for timely follow up if necessary.
  • 1.14. Remains at desk and responds to nursing and medical staff requests in emergency situations (i.e. codes).
  • 1.15. Initiates requests for services, including but not limited to requests to EA / OR Associate for cleaning of patient rooms and transporting patients.
  • 1.16. Researches and responds to visitors' inquiries regarding patients' status providing as much information as is appropriate.
  • 1.17. Posts all physician daily on-call schedules accurately and in the appropriate areas.
  • 2. Maintains all patients' medical records and forms relating to medical records and forms relating to medical status and care maintaining strict confidentiality at all times.
  • 2.1. Receives and signs for receipt of official historical patient chart from Medical Records Department. Files in designated location accessible to patient care staff.
  • 2.2. Print patient labels and assembles OR paperwork, as well as ED paperwork. Prints additional labels for OR use.
  • 2.3. Receives, reviews, sorts, prioritizes and scans necessary documents received.
  • 2.4. Maintains a ledger of all completed or cancelled Surgical Procedures in preparation for billing/coding.
  • 2.5. Disassembles patient record completely at the time of patient discharge and places old medical record with Peri-op record. Ensures that advanced directive is with paperwork on transfer to inpatient unit.
  • 3. Utilizes all computer and manual systems for patient scheduling, transfers, tracking, ordering supplies and other appropriate applications.
  • 3.1. Schedules Pre-admission Testing appointments via the EPIC system.
  • 3.2. Notifies admitting of a patient requiring admissions. Changes patient's name as appropriate on Status board.
  • 3.3. Upon receiving bed assignment, notifies RN and places location on Status board.
  • 3.4. After receiving bed assignment, calls floor to determine bed availability and notifies RN staff as appropriate.
  • 3.5. Orders office supplies and forms, both stock and non-stock, and otherwise maintains inventory and supply orders in a timely manner to prevent total depletion of stock.
  • 3.6. Updates patient Status board.
  • 4. Provides administrative support to ensue patient is discharged within scheduled time frame and with a maximum level of patient/customer satisfaction. Monitors discharge activities to ensure that all Hospital-related discharge procedures are met.
  • 4.1. Ensures all appropriate paperwork is in order.
  • 4.2. Disassembles chart after ensuring medical staff signature is on the chart.
  • 4.3. Coordinates transportation arrangements for discharge (taxi, ambulance or chair car) to another facility as directed.
  • 5. Performs miscellaneous duties to assure complete customer relations, administrative, and clerical support to patient care and patient/customer satisfaction.
  • 5.1. Obtains supplies, towels, ice, coffee, etc for visitors and patients as time permits.
  • 5.2. Performs other administrative and customer relations-oriented tasks as needed to ensure patient care, customer relations, and hospital procedural needs are met.
  • 5.3. Attends all mandatory continuing education and in-service classes.
  • 5.4. Attends and actively participates in staff meetings. Accepts responsibility for reading staff meeting minutes if unable to attend.
  • 5.5. Assumes responsibility for continued learning, skill development and goal setting in collaboration with the Supervisor including training new employees
  • 5.6. Operates office equipment, such as the facsimile machine, copier and scanner, effectively, and is knowledgeable about their necessary maintenance and special features
  • 5.7. Thoroughly completes the Administrative Report during the shift and reviews previous reports for relevant information
  • 5.8. Maintains the area in a neat and orderly fashion.
  • 6. In addition to the Hospital Standards on Customer Relations, balances compassion and empathy, exhibits exceptional professionalism and customer relations skills, with particular sensitivity to the varying needs and communication styles of our culturally diverse patient, visitor and employee populations.
  • 6.1. Exercises self-control, behaves and communicates with understanding, including in anger-provoking situations. Demonstrates sensitivity to the emotional, financial and physical stress the patient or family may be experiencing.
  • 6.2. Functions both as a patient and Hospital advocate as directed by the department standards.
  • 6.3. Exhibits excellence in customer relations and quality services. Demonstrates sensitivity to the varying needs and communication styles of our culturally diverse patient, visitor and employee population.
  • 6.4. Recommends and promotes ideas and/or suggestions that will enhance the Peri-Operative Services commitment to providing exceptional customer service.
  • 6.5. Performs all duties with the utmost courtesy and diplomacy. Displays a helpful demeanor at all times and in all interactions.
  • 6.6. Maintains calmness in all communications and interactions with people
  • 6.7. Arrives to work dressed in the appropriate uniform as identified by the department 100% of the time
  • 6.8. Demonstrates the YNHH Values by doing the right thing; putting patients and families first; valuing all people; being empathetic; being responsible and taking action

    Other information:

    EDUCATION:

    Graduation from high school, Associate's Degree preferred, or an equivalent amount of training and experience.

    EXPERIENCE:

    Two (2) years administrative clerical experience preferred, Ability to utilize PC Applications, including Microsoft Office. One (1) years experience managing high volume of telephone calls or experience as an operator or dispatcher is preferred.

    SPECIAL_SKILLS:

    Excellent communications, interpersonal, coordinative, and organizational skills. Ability to read computer screens, forms and other documents and follow written and oral instructions. Ability to write clearly and legibly. Ability to make simple mathematical computations. Advanced keyboarding and data entry skills. Ability to work in a fast-paced, changing environment. Ability to respond to unpredictable, changing situations and needs (including clinical crises and otherwise stressful situations and interactions) with sound judgment and excellent customer relations skills. Ability to multi-task and prioritize workload to optimize positive outcomes.
    ACCOUNTABILITY:

    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 support and follow through in a timely manner. Efficiently maintains medical records . Pursues accurate information needed for third party payors, and follow through in a timely manner. Must be able to work independently. Acts as an ambassador for the Peri-operative Services Department.
    COMPLEXITY:

    Exercises independent judgment and tact in dealing with all patients, visitors, callers, physicians, and Hospital personnel. Utilizes knowledge of administrative and operational procedures as they relate to the Peri-operative processes, medical record requirements, patient care and visitor needs. Works within established guidelines with minimal supervision in support of the patient care team. Ensure the accuracy and completeness of case requests and schedules according to established Peri-operative Policies. Timeliness of patient admission to unit, patient discharge from unit, and patient care follow-up activities and patient/customer satisfaction are directly affected by the activities of this individual. Maintains confidentiality of all information used within work. Must effectively manage high levels of stress.
    PHYSICAL_DEMAND:

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    Job Info

    Job: 4201

    Department: McGivney Support Staff
    Category: Nursing-support
    Status: Per Diem
    Shift: AS NEEDED
    Hours: 0.00

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