Overview: 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.
Under the general direction of the Supervisor, responsible for coordinating the staff who perform various reception, scheduling and communication liaison functions. 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 role are met. Performs certain statistical and QA functions. Contributes to 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. Assumes in-charge responsibility during the absence of management or as needed. Can function as a front-line communication associate/assistant and fill-in as needed. Supports leadership decisions related to the sequencing of complex physician and surgery scheduling. Under the guise of Perioperative Leadership, manipulates the surgery schedule as needed in coordination with the scheduling office, OR leadership, surgeons, equipment and assistants needed for the procedure. Is familiar with standard concepts, practices, and procedures within a particular field to comply with scheduling requirements and distributes pre/post-operative information to patients. A major focus in completing these responsibilities will rely on the individual 's attention to detail, specificity and accuracy as it relates to the surgery, the supporting documentation and an extraordinary level of patient sensitivity and compassion. Position requires the individual to maintain a high awareness of Service Excellence representing 'I am YNHH' and always exhibiting the Standards of Professional Behavior in all locations. Works independently under limited supervision, requiring a certain degree of creativity and latitude to successfully navigate complex scheduling and ensure a positive patient experience.
EEO/AA/Disability/Veteran Responsibilities:
1. 1.LEADERSHIP: Coordinates work activities of staff to maintain daily workflow. Takes charge during the absence of management. Develops work schedules and contributes to 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. 1.1.Assumes 'in-charge' responsibilities during the absence of management or as needed, which may include coverage on evenings, nights and weekends 1.2.Acts as a role model, balancing the needs of the customer with the productivity of the department 1.2.1. Arrives to work dressed in the appropriate uniform as identified by the department 100% of the time 1.3.Provides input on disciplinary action when departmental and hospital policies have been violated. 1.4.Responsible for reviewing and/or updating all training materials and provides training to other staff members. 1.4.1. Ensures that all mandatory training requirements of employees are met. 1.5.Prepares monthly and/or weekly schedules and adjusts staffing to accommodate illnesses, absences and unexpected events. 1.5.1. Assigns and monitors daily workload to appropriate personnel based on staffing level. 1.6.Ensures employees comply with HIPAA regulations, following YNHHS guidelines, addressing violations. 1.7.Participates in meetings with external departments as it relates to patient communication/coordination processes 1.8.Provides ongoing reports to track customer service standards, quality assurance and employee productivity 1.9.Incorporates new policies and procedures as it relates to the Perioperative Services department.
2. 2.PROBLEM SOLVING Integrates a variety of resources and avenues to assess the needs of the staff. Uses good problem-solving and decision-making methods and resourcefulness to resolve issues. 2.1.Resolves difficult situations based on department guidelines; seeks leadership assistance when needed 2.2.Identifies, communications and implements processes that will optimize patient communication/coordination and/or patient experience processes 2.2.1.Helps to determine the course of action to be taken when analyzing and resolving problems
3. 3.COMMUNICATION LIAISON: must be able to perform all functions of a communication associate/assistant, performing reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met in addition to serving as a departmental content expert as it relates to patient communication/coordination functions. 3.1.Is knowledgeable of all applicable downtime policies and procedures 3.2.Updates policies and procedures as needed 3.3.Monitors, evaluates and responds to workflow abnormalities 3.4.Proficient in utilizing Microsoft applications
4. 4.MEDICAL RECORD MAINTENANCE: Ensures all patient medical records/forms within area maintain HIPAA compliance 4.1.Receives, reviews, sorts, prioritizes and scans necessary documents received. 4.2.Ensures accurate document retrieval processes are followed
5. 5.REGISTRATION/ADMITTING: Initiates and completes patient visit information in accordance with protocol to manage the OR Status Board related to prioritizing the patient flow for the registration process within Perioperative Services. 5.1.Collects necessary patient demographic and insurance information when completing the registration process; collects co-payments and/or deductibles due at the time of surgery, as needed 5.2.During the arrival process, properly identifies patients in a timely and accurate manner while adhering to Patient Identity/Red Flag rules ensuring patient safety. 5.3.Prints patient identification label and places ID band on all patients to assure proper patient identification. 5.4.Proficiently processes the various types of patient bookings (direct admits, inpatients, etc.). 5.5.Escort patients (walking or wheelchair) to treatment areas as needed 5.6.Maintains the visitor volume and adheres to visitor pass restrictions protocol. 5.7.For directional purposes, displays detailed knowledge of the overall department locations within the hospital, being able to provide directions to surgical patients (and support departments as needed) at each access point.
6. 6.SURGERY SCHEDULING: Coordinates and supports tasks related to patient surgical scheduling. 6.1.Monitors add-on case depot for case placement coordination utilizing information via epic case entry function 6.2.Gathers booking sheets and consents from the clinic via fax, following up for completion when necessary. 6.3.Emergency preparedness, i.e. Level 1 or Level 2 cases: must be proficient in downtime and incident planning.
7. 7.CUSTOMER SERVICE: Provides excellent Customer Service in accordance with YNHHS protocol. 7.1.Ensures smooth functioning of processes to ensure a positive patient experience by acknowledging and receiving patients, physicians and visitors to the department following the YNHHS Standard of Professional Behaviors 7.2.Identifies events where the service to a customer was less than optimal. Appropriately initiates and carries through the Service Recovery process. 7.3.Contributes to a positive work environment, actively discouraging `we vs. them? thinking, helping others. 7.4.Demonstrates YNHH Values by doing the right thing; putting patients and families first; valuing all people; being empathetic; being responsible and taking action
8. 8.RESOURCE MANAGEMENT: Utilizes resources to effectively support patient experience. 8.1.In collaboration with Supervisor/Manager, provides support in other Perioperative service areas, routinely providing coverage as necessary to maintain skill sets. 8.2.Participates in designated committees, staff meetings, workgroups, and attends all in-service to lead and/or support team building and communication enhancements. 8.3.Independently optimizes time related to role.
9. 9.SUPPORTS ORGANIZATION AND DEPARTMENT GOALS: 9.1.Performs all functions in accordance with established policies and procedures. 9.2.Actively participates in departmental goal setting, reviewing data as needed and implementing changes 9.3.Demonstrates a thorough understanding of all the functions that relate to patient communication/coordination, operating room workflows and an overall understanding of the hospital as a whole.
10. 10.Performs other duties as assigned by Leadership.
Qualifications:
EDUCATION
High School graduate with demonstrated continuing education at a college level program or equivalent experience. Bachelor's Degree preferred.
EXPERIENCE
Three or more years experience in a hospital environment with emphasis on customer service, administrative clerical, registration and/or scheduling processes. Ability to utilize PC Applications, including Microsoft Office. One years experience managing high volume telephone calls or experience as an operator or dispatcher is preferred.
SPECIAL SKILLS
Excellent interpersonal skills and leadership ability. Self-directed, well organized and exhibiting team-oriented skills with the ability and desire to educate and advocate for patients and their families. Must be able to multitask and reprioritize in response to fluctuations in volume. Strong interpersonal skills and ability to build rapport with a wide variety of individuals including clinical staff to meet operational and patient needs. Excellent investigative, critical thinking and problem-solving skills. Intermediate computer skills and the ability to adapt to various programs/systems. Demonstrated proficiency in understanding registration work queues that affect workflow. Must be able to provide training or in-service to other staff and areas within the department. Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional behavior with the ability to communicate complex requirements across clinical and financial disciplines. Demonstrates working knowledge of Medical Terminology.
