Emergency Department - St. ElizabethShift
Full-time Thank you for considering a career at Mercy Health
This is a bargaining unit position SUMMARY OF JOB RESPONSIBILITIES:
The Unit Hospitality Associate serves as a liaison between patient, family, hospital staff, and physicians to ensure a favorable patient experience in the areas of patient and family comfort, information-sharing from hospital and clinical staff, responsiveness to patient or family inquiries or concerns, and assisting clinical staff in timely patient discharge. The Unit Hospitality Associate is responsible performing unit-receptionist activities and accountable for routine clerical activities on a nursing unit. QUALIFICATIONS:
- Excellent communication ability and customer service skills.
- Ability to demonstrate sincere compassion, empathy, and understanding of the patient's or family member's experience and concern.
- Computer literacy (charting, emails, and other documentation needed)
- High school diploma/GED.
- Typing proficiency as designated.
- Medical Terminology course or completion within one year.
KNOWLEDGE AND SKILLS:
- Previous experience working in hospital setting.
- Previous unit clerk experience or equivalent preferred.
- Must possess strong communications and customer service skills and ability to defuse situations and generate positive patient and family member response.
- Must possess healthcare knowledge to communicate with medical professionals.
- May operate basic equipment and machinery.
PROBLEM SOLVING/DECISION MAKING:
The degree to which judgment and analysis must be exercised in planning, investigating issues, and evaluating alternative solutions to the challenges posed by the job. Deals with the nature of the decisions, the variety of problems, and how decisions are made in context of the typical requirements of the job.
- Requires judgment in selection of alternative course of action.
- Receives assistance from standard procedures, co-workers, and/or supervisor(s).
- Ability to prioritize multiple demands/requests in a fast-paced, changing environment.
SCOPE OF IMPACT/ACCOUNTABILITY:
Knowledge of and ability to recognize standards, statutes and regulatory requirements that impact patients' concerns and resolution.
- Provides information regularly to the decision-making process.
- Directly impacts patient satisfaction with the hospital experience.
- Impact is generally focused on immediate work area.
The nature and frequency of interpersonal human relations skills required by the job. The extent to which the job requires cooperation and tact in meeting or influencing others by phone, correspondence, or personal contact.
- Possesses sound verbal and written communication skills and tactfully addresses issues at hand clearly, concisely and accurately.
- Requires highly developed listening skills and the ability to be responsive to the needs of others.
PRINCIPAL JOB ACCOUNTABILITIES:
Performs room orientation and instruct white board usage to newly admitted or transferred patients. Responsible for follow-up discharge phone calls to patients within twenty-four hours of discharge, completion of post-discharge SafeCARE documentation and the forwarding of patient concerns or problems to clinical nursing staff. Completes environment of care rounds per shift in accordance with Joint Commission requirements. Maintains patient /family education information/brochures Retrieve appropriate collaborative care guidelines for patient upon admission Performs hourly rounding assessing patient requests including delivery of personal care items, water, etc. Communicates patient clinical requests to nursing staff. Provides friendly assistance to patients, patient's family and visitors. Answers patient call lights courteously and quickly addresses the patient's needs. Observes universal precautions and isolation procedures. Maintains aseptic technique Transports ambulatory/wheelchair patients as directed by the RN. Assists with patient discharge processes. Holds self, employees and co-workers accountable for keeping patient safety the first priority. Intervenes to reverse patient family-member negative perception of unit experience and utilizes the H.E.A.R.T. service recovery approach. Maintains a professional appearance and manner at all times. Respects patient confidentiality. Distribute water, blankets, pillows, etc. Sends Thank You notes to patients. PHYSICIAN EXPERIENCE:
Manages physician consultations and charts accordingly in Epic CarePATH. Greets physician on the unit. Introduces physician to new staff members. Locates patient's nurse for physician when necessary. SUPPORTING THE NURSING TEAM:
Performs unit-receptionist activities including but not limited to: coordinates incoming, outgoing, and intra-unit communications; handles customer requests; may determine room assignments for patients, and inter-unit transfers. Coordinates clinical data collection via fax, printers, and tube system, and assures that documentation is placed in paper-light chart and/or distributed to appropriate personnel. Performs discharge/transfer functions in STAR or as appropriate. Maintains paper-light chart. Obtains chart forms for patient transfers, patient consents, blood permits, etc. as needed or requested. Assures that patient paper-light chart contains face sheets, Optio labels, N-17 and other forms deemed necessary by the unit. Ensures unacknowledged and stat physician orders in Epic CarePATH are communicated to nursing staff. Documents according to hospital policy. Enters patient billing as required Coordinates the ordering of supplies per par levels. Answers unit telephones courteously and quickly addresses the caller's needs. Keeps work area neat and clean. Observes and initiates maintenance requisition to repair equipment, furniture, and building fixtures. Maintains daily unit worksheet (ADT board). Maintains Social Service log. Maintains AWARIX with appropriate attributes at SEHC. OTHER:
Utilizes HMHPonline reference materials and policy/procedure manuals to facilitate job. Performs other duties as assigned. Assists in orientation of new personnel. Works overtime as needed. Attends monthly meetings. Upholds dress code for position. CONTINUING EDUCATION:Must complete six hours of education in customer service annually.Clerical/Secretary - Physical Demands
Occasional - 1 to 33% of workday
Frequent - 34 - 66% of workday
Constant - 67 - 100% of workday
Not at all - 0% of workdayOccasional
Walking: 2.3 mph, 0 incline; unilateral vertical reach 36-72"; bilateral carry 30', 25#; push/pull 100', 19ft.lbs.; lift 0-25# 6-36" from floor; lift 0-25# 36-48" from floor; lift 0-25# 6-72" from floor, climbing stairs; operating machines: (2 foot/feet).Frequent
Sitting, unilateral horizontal reach 0-18", bilateral fine motor manipulation functional near, far, color vision aided or unaided; functional hearing aid or unaided; functional verbal communication skills; operating machines: (2 hand(s)).Not at All
Hold 200# patient sidelying while doing procedure x 2 min; roll 200# patient away/toward self; transfer 105# person chair-chair 5x/hr. with gait belt; bed-cart transfer with 200# person and assist of one with sheet; more 200# person up in bed with assist of one and sheet; climbing ladders, working from heights, crawling, kneeling, running, operating machines; keyboarding & CRT usage.
Category III Job Classification - HMHP employee jobs that include all other employees not covered under Category I & II jobs whose tasks do not involve exposure to blood, body fluids, or tissues or used sharps.
Mercy Health is an equal opportunity employer.
We'll also reward your hard work with:
Scheduled Weekly Hours:
- Comprehensive, affordable medical, dental and vision plans
- Prescription drug coverage
- Flexible spending accounts
- Life insurance w/AD&D
- An employer-matched 403(b) for those who qualify.
- Paid time off
- Educational Assistance
- And much more
Emergency Department - St. Elizabeth All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health - Youngstown, Ohio or Bon Secours - Ashland, Kentucky, which is an Affirmative Action and Equal Opportunity Employer, please email@example.com.If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team firstname.lastname@example.org