Site: Brigham and Women's Faulkner Hospital, Inc.
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Job Summary
Summary
Under the supervision of the Nursing Director and as a member of the Unit Based Patient Care Team, the unit secretary performs a wide range of secretarial duties and coordinates unit/floor procedure to ensure professional and efficient operation of the department in providing quality patient care. Performs the following duties to support unit operations and coordination of resources including but not limited to, answering unit phones, collaborating with health care team members and other departments, scheduling patient tests and appointments, maintaining all medical records, initiating and tracking unit requests, coordinating discharges, transfers, and admissions proactively to assure efficient operation and management of resources on the unit. Greets patients arriving at the Emergency Department and may assist with sign in. Enters patient information into EPIC ASAP module. Provides directions and assistance to patients and visitors. Assures the practice of the Patient and Family Centered Care Model in an environment that exemplifies best practice. Performs other duties assigned as needed. Demonstrate the knowledge and skills necessary to provide indirect patient family centered care appropriate to the age of the patients served on assigned unit. Responsible for receiving visitors and responding to needs of patients and family members.
Does this position require Patient Care? No
Essential Functions
-Provision of a Safe Environment
- Assists in maintaining a safe environment and intervenes appropriately.
- Identifies and/or initiates appropriate follow up for any safety issue.
-Service
- Ensures patient and family member’s needs and expectations are met in a timely and caring manner.
- Maintains the I.C.A. R. E. standards with focus on communication, appearance and respect.
- Works collaboratively as a member of the Patient Care Team and takes a proactive role in ensuring the smooth and efficient operation of the unit.
-Organizational Ethics
- Maintains and promotes the mission and values of the organization.
- Maintains confidentiality of all patient information
- Respects and supports a culturally diverse staff and patient population.
- Utilizes the proper procedures address patient or family’s concerns by notifying the Nursing Director/supervisor or clinical leader.
-Management of Resources/supplies and unit based needs
- Monitors and distributes unit and clerical supplies as directed by the Nursing Director to assure par levels required of efficient operations.
- Maintains work area and off ice equipment in neat and functioning order.
- Initiates and tracks appropriate Facilities, Bio Med, Housekeeping, and IT related problems/replacements/ requests or work orders.
- Notifies Biomed department of malfunctioning equipment and arranges repair requests and for the equipment to be returned to the department.
- Assists Nursing Director to manage and facilitate unit projects.
- Acts as a liaison and assists in problem solving with ancillary services and all other departments which provide services or have an effect on unit activities.
-Management of Information
- Answers, coordinates and manages all phone calls to the unit in consultation with the charge nurse. Takes accurate messages and ensures their delivery to the
appropriate staff in a timely and professional manner. Places pages and phone calls upon request of clinical staff.
- Participates in shift to shift handoff communication by giving or receiving hand of report to/from the incoming/outgoing unit secretary and charge RN.
- Coordinates and notifies appropriate staff regarding all paperwork coming onto the unit including fax referrals.
- Maintains all patient medical records per hospital policies and procedures in a neat and orderly manner; properly label each page and file testing results and other information in individual medical records accurately and in a timely manner.
- Monitors and informs staff of patient diagnostic tests, appointments, and consults upon the direction of physician or RN.
- Coordinates logistics of patient discharge including transportation and paperwork, etc.
- Performs clerical duties to admit, transfer, and discharge patients with the use of bed management system. Make certain that the patient record/chart, patient labels, and other pertinent information accompany the patient on transfers.
- Copies patient charts and other materials as requested.
- Utilizes Epic system to: access and update administrative data screens, to enter transport requests, and print specimen labels.
- Requests and maintains old medical records as needed.
- Communicates with healthcare team members via VOCERA communication device.
- Performs all other duties as assigned
-Collaborative Interdisciplinary Care
- Interacts with all members of health care team to provide interdisciplinary patient family centered care.
- Answers and communicates patient request to appropriate clinical staff .
- Provides clerical support to unit staff as needed.
-Patient/Family Education
- Receives and orients visitors to unit/department in a professional manner, projecting a positive public image with use of the C.A.R.E. standards.
- Provides all patients and families with basic information for unit operation.
-Competency
- Maintains compliance with hospital, unit secretary specific competencies.
- Identifies and actively seeks out unit and/or service-related continuing education classes.
- Orients or precepts new personnel as assigned and acts as a resource for other professionals, patients, and significant others on the unit.
- Responds to staffing needs of the healthcare team.
- Attends staff meetings and/or read staff meeting minutes to keep current with unit and organizational updates or changes.
- Attends the annual Safety Fair.
-Quality Improvement
- Understands unit specific quality indicators.
- Participates in Quality Improvement Projects and Committees as directed by the Nursing Director.
-Patient Care
- Responds to patient and family care by answering telephone calls in a timely manner.
- Coordinates patient communication through a variety of general reception and clerical duties.
-ED Greeter
- Greets, directs and assists all patients and visitors as they arrive.
- Facilitate the patient sign in process.
- Enters the patient sign in information into the Epic system.
- Notify the triage nurse of patient arrival.
- Protects patient confidential information at all times.
- Directs visitor, patients, and hospital staff to appropriate destination politely, accurately and clearly to ensure minimal confusion.
- Enacts all emergency procedures as stated in policy and procedures.
- Monitors waiting room activities and facilitates interactions and communication with ED liaison as appropriate.
- Communicates effectively and establishes good rapport with all levels of personnel, i.e.: nurses, physicians, other clinical staff, administration and volunteers.
- Assists triage nurse and registration staff as requested.
Education
High School Diploma or Equivalent required and Associate's Degree preferred
Can this role accept experience in lieu of a degree?
No
Licenses and Credentials
Experience
2+ years of experience in medical, customer service setting preferred
Knowledge, Skills and Abilities
- Staff adheres to all I C.A.R.E. Standards.
- Knowledge of medical terminology preferred.
- Computer knowledge of Microsoft Office preferred.
- Excellent interpersonal skills to interact effectively with patients, visitors, and hospital personnel.
- The ability to work as a team member, promoting a caring and collegial attitude toward fellow employees.
- The ability to work under stressful conditions, adapting to the changing pace on the unit, frequent interruptions, emergencies, and acutely ill patients.
- Ability to work independently, with well developed organizational skills in order to prioritize tasks.
- Demonstrated verbal and written communication skills to effectively interact with staff through voice mail, e-mail, etc.
- Demonstration of flexibility and willingness to adapt to diverse role as a member of the unit based patient care team.
- Must be able to demonstrate the knowledge and skills necessary to provide indirect care appropriate to the age of the patients served on his/her assigned unit.
- The age of patients on this unit range from Adolescent to Geriatric.
- Ability to sit and/or stand for an extended period of time.
- Ability to assist lifting and carrying up to 20 lbs.
- Ability to assist with the transportation of patients on and off the pod.
- Demonstrated customer service skills.
Schedule - Typically 3 8-hour shifts - rotating days. 11pm - 7:30a