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.
Performs a wide range of secretarial and data entry duties and coordinates a multitude of office procedures in support of the activities of the patient care unit. Service Excellence, collaboration, teamwork, technical expertise, postive impact and problem solving are critical skills necessary for this position. Additional activities may be required at the request of the department and/or manager to ensure safe , effective and effecient operations of the facility.
Patient and family centered care (PFCC) at YNHH 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 department personnel.
Adheres to the "I Am YNHH" service excellence pledge and promotes a positive work environment.
If working within the Centralized Staffing Department, operating in the Observation Associate role is required on an as needed basis.
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 "I Am YNHH" 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. Maintains a quiet and clutter free work area. 1.5. 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. 1.6. 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. 1.7. 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. 1.8. Takes an active role in locating patient belongings. Contacts patient or family/friend when items are left behind and arranges for pickup. 1.9. Arranges for mailing of belongings not picked up within five days according to an established procedure. 1.10. May assist in obtaining supplies, towels, ice, water, coffee, etc., for patients and families/friends. 1.11. Works with Patient Relations representative to secure meal tickets, parking and phone cards for patients and families/friends as appropriate. 1.12. Recommends and promotes ideas and/or suggestions that will enhance the Hospital's commitment to providing exceptional customer service. 1.13. 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 100% accuracy. For calls of a less immediate nature, forwards messages to appropriate individuals within one hour of receipt of call. 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 in a timely manner. 2.11. Assumes responsibility for continued learning, skill development and goal setting in collaboration with the Patient Services 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, Rapid Response Team RRT, fall prevention, spiritual care, living will/advance directives) for new patients and families/friends. 3.5. Prepares labels for notebook and identification bands. Assembles and organizes new forms into medical record notebook kept on unit. 3.6. Receives, reviews, sorts and prioritizes all documents received via printer, FAX, and other sources, e.g. lab results, patient care summaries, discharge summaries and operative reports. Distributes forms requiring immediate attention to responsible staff, and files others appropriately in medical record or staff's incoming mail slots before conclusion of shift. 3.7. Prepares and distributes forms for daily patient records (day sheet, vital sign sheet, etc.) to designated location. 3.8. Communicates with care coordinator, Nurse, and as directed, MD/LIP, to ensure dictation of discharge summary within a time frame to discharge patient on schedule and to complete all other processing of the medical record including removing the patient from SCM within 15 minutes of patient leaving the room. 3.9. Disassembles patient record at the time of discharge and assembles in chronological order and in established sequence required by Medical Records Department. Places discharge record and old record (if on unit) in location designated for Medical Records staff pickup. 3.10. Utilizes all computer and manual systems for listing healthcare team assignments. 3.11. Coordinates with Interactive Voice Reponse (IVR) telecommunication system for safe patient flow and transportation to procedures, other units, or discharges home allowing for timely cleaning of beds. 3.12. Manages the ongoing complexity of the bed management dashboard computer system updating discharges, assigning admissions, requesting and tracking transfers, and other appropriate applications. 3.13. Monitors patient procedure tracking system and updates family/friends regarding length of procedure time. 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 and organized work area. 4.2. Maintain a clean, comfortable environment for patients and families/friends. 4.3. Communicates to manager any unsafe area in the environment. 4.4. Charges all appropriate patient care items using PAR Excellence (PAR-Ex) system. 4.5. Orders office supplies and forms via supplier or document center, both stock and non-stock, assuring a cost effective inventory ad the availability of essential stock. 4.6. 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. 4.7. Forwards W-10s and other information to nursing homes home care facilities and other agencies in a timely manner to assure prompt discharge. 4.8. Arranges transportation for discharged patients preferably the day before discharge as directed by the nurse or care coordinator. 4.9. Tracks priority discharge summaries and informs RNs when they arrive on the unit. 4.10. 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. 4.11. Notifies the patient's nurse when transport arrives to take patient off the unit and initiates the appropriate transport paperwork. 4.12. Communicates BMD/SCM notification of admissions to the unit. 4.13. Monitors BMD/SCM for accuracy, communicates with Bed Management, Service Response Center and Environmental Services for Safe Patient Flow. 4.14. Updates patient logbooks with unit specific information. 4.15. Remains at desk and responds to nursing and MD/LIP requests in emergency situations such as codes. 4.16. Ensures exchange of emergency equipment (i.e. code cart) 4.17. Initiates 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. 4.18. Provides a comprehensive report of unit activity to relief and incoming BAs. 4.19. Serves as a preceptor for new staff including Business Associates and other members of the team as appropriate. 4.20. Checks ID badges of vendor /drug representatives to assure compliance with HIPAA regulations. 4.21. Provides WorkSMART ideas and methods for saving resources and accomplishing work. 5. If working in the Observation Associate role through the Centralized Staffing department: 5.1. Ensures the patient's safety and dignity during asigned shift. 5.2. Maintains continuous visual contact with the patient at all times. 5.3. Will maintain close proximity to two or more patients as assigned by the RN. 5.4. Ensures patient safety by being alert and vigilant at all times. 5.5. Notifies nursing staff of changes in the patient's condition immediately by using the call system. 5.6. Practices proper communications and customer relations skills to ensure patient satisfaction. 5.7. Identifies self to the patient's assigned nurse and receives report on the patient at all times. 5.8. Communicates with patient in a calm and caring manner. 5.9. Maintains patient confidentiality. 5.10. Interacts with patients as directed by the patient's assigned nurse and may engage in diversional activities with patient, family or staff such as reading to patient, games and social interaction.
Minuimum High School Diploma or equivalent GED is required.
Two (2) to Three (3) years administrative clerical experience preferably in a patient care environment. Prior computer usage strongly preferred.
Possess the ability to maintain composure in stressful situations. Demonstrate a caring, positive attitude towards patients and families. Excellent communications, interpersonal, 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 mathematical computations. Competent in 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 judgment and excellent customer relations skills.
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 medical records, data bases and 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, staff, managers, physicians, and other Hospital personnel.
Utilizes knowledge of administrative and operational activities as they relate to the admission and discharge processes, medical record requirements, patient care and visitor needs, to generally support the work of the Patient Care Teams and Patient Services Manager. Works within established guidelines independently or with minimal supervision. Timeliness of patient admissions and discharges, patient care follow-up activities and patient/customer satisfaction are directly affected by the activities of this 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.