POSITION SUMMARY

Provides clerical support to assigned nursing unit such as assembling and maintaining patients' charts, scheduling diagnostic procedures, completing admission and transfer/discharge forms, greeting and directing visitors, answering telephone, relaying calls and messages, and providing approved, routine information.

Principal Duties:

1. Recognizes need for cost containment by maintaining supplies, forms and equipment at appropriate levels.

2. Recognizes changing unit needs and prioritizes work activities accordingly.

3. Recognizes unit/patient problems which may impede the unit's effectiveness and reports them to the appropriate person or department.

4. Demonstrates understanding of team work by performing other duties willingly when requested.

5. Plans and organizes clerical work, completes duties within appropriate time frame and provides an accurate, concise report to relief.

6. Assists in coordinating patient care activities by paging other health team members as requested, keeping staff informed of scheduled test and procedures and running errands as needed.

7. Coordinates patient movement by keeping charge nurse and nursing staff informed of admissions, transfers and discharges. Coordinates, as appropriate, patient movement with other departments.

8. Maintains patient charts to include preparation for new admission, filing diagnostic reports and other necessary forms in chart, copying chart for transfers, tearing down discharge charts, and graphing vital signs and other pertinent data as required.

9. Demonstrates timely and accurate operation of computer for order entry, data retrieval, charge entry, and problem solving. Asks questions if orders are not routine or clear.

10. Transcribes and processes physicians' orders in a timely, accurate, and efficient manner to computer, MAR, and Kardex (as appropriate). Signs off transcription per policy.

11. Assists in the smooth and efficient operation of the unit by keeping the work environment orderly and business like; maintaining filing system; organizing and maintaining critical information such as call board, physician phone numbers, agency referral information; tracking and ordering office supplies, equipment and forms; sending broken equipment for repair with work order; and maintaining required unit statistics such as admission/discharge log, monthly census reports and other data.

Customer Service:

1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.

3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.

5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.

Commitment to Co-Workers:

1. Offers assistance to colleagues and other departments when needed.

2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.

5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

Communication Etiquette:

1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.

2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3. Does not text or use e-mail during meetings (except for exigent or emergency situations).

4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8. Always mindful of voice and language in public.

Self Management:

1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3. Completes mandatory, annual education and competency requirements.

4. Follows UMCAP safety, infection control and employee health standards.

5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.

7. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement.