Yale NewHaven Health
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 Communications Supervisor, and in cooperation with all the members of the patientcare team, the Communications Specialist performs a wide range of customer relations, communications, administrative, and coordination functions that fully support patient care activities within the Perioperative Services Department. The Communications Specialist functions as a liaison between the surgery team and patient care activities within Perioperative Services. This role is responsible for processes related to patient check-in, check-out, registration and possible scheduling processes related to patients within Perioperative Services. It obtains and updates the patient\'s basic demographics while adhering to the Patient Identity/Red Flag procedures to ensure patient safety. It obtains the required financial documentation at the time of registration as needed. Additionally, this individual works in collaboration with patients, physicians, nurse professionals, YM/NEMG and various support service areas to accurately facilitate communication and patient flow activities, proficiently assesses and balances the patient volume in the pre-op, PACU and OR area, assuring efficient workflow processing as it relates to clerical functions. It consistently exhibits emotional maturity to support and provide excellent customer service as outlined in the hospital\'s standards of Professional Behaviors. It remains a "grace under fire" within emergency situations as they arise. It processes a variety of in-patient bookings such as direct admission and surgery as needed; additional functions include escorting patients to their treatment location. It supports leadership decisions related to the sequencing of complex physician and surgery scheduling. Under the guise of Perioperative Leadership, it manipulates the surgery schedule as needed in coordination with the scheduling office, OR leadership, surgeons, equipment and assistants needed for the procedure. It 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 attention to detail, specificity and accuracy as it relates to the surgery, the supporting documentation and an extraordinary level of patient sensitivity and compassion. The position requires maintaining a high awareness of Service Excellence representing "I am YNHH" and always exhibiting the Standards of Professional Behavior in all locations. It 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
Communication Liaison: Performs reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met. Calls and/or pages necessary individuals/teams as directed by the surgery team and follows up to ensure timely response. Researches and responds to visitor inquiries regarding patients\' status, providing information as appropriate. Coordinates all in-house communication regarding patients and information received on the 1-800 trauma line in accordance with policy and documents this activity. Records and processes information accurately (referring Physician\'s name, office address, phone number; patient name and date of birth; patient disposition). Remains at desk and responds to nursing and medical staff requests in emergency situations (codes). Initiates requests for services (e.g., cleaning of patient rooms and transporting patients). Documents all activity related to patient transfers in the appropriate location for timely follow-up. Coordinates transportation arrangements for discharge (taxi, ambulance or chair car) as directed. Medical Record Maintenance: Maintains all patients\' medical records and forms relating to medical status and care, maintaining HIPAA compliance. Receives, reviews, sorts, prioritizes and scans necessary documents. Disassembles patient records at discharge and places old medical record with Peri-op record. Ensures that advanced directive is with paperwork on transfer to inpatient unit. Registration/Admitting: Initiates and completes patient visit information according to protocol to manage the OR Status Board and prioritize patient flow for the registration process. Collects patient demographic and insurance information; collects co-payments and/or deductibles as needed. Properly identifies patients during arrival using Patient Identity/Red Flag rules. Prints patient identification labels and places ID bands. Proficiently processes various types of patient bookings (direct admits, inpatients, etc.). Escorts patients to treatment areas as needed. Maintains visitor volume and adheres to visitor pass restrictions. Demonstrates knowledge of department locations to provide directions to surgical patients and support departments as needed. Surgery Scheduling: Coordinates and supports tasks related to patient surgical scheduling. Monitors add-on case depot for case placement coordination, gathers booking sheets and consents from the clinic, updates patient Status board, notifies RN upon bed assignment, and plans for downtime and incident preparedness in emergencies. Customer Service: Provides excellent customer service in accordance with YNHHS protocol. Ensures smooth functioning of processes to support a positive patient experience by acknowledging and receiving patients, physicians and visitors following YNHHS Standards of Professional Behaviors. Dresses in department-approved uniform. Demonstrates YNHH Values by putting patients and families first, showing empathy, and taking action. Contributes to a positive work environment and supports teamwork. Resource Management: Utilizes system and department resources to support patient experience. Provides coverage across Perioperative service areas as needed, participates in committees and meetings, optimizes time, orders office supplies, and suggests improvements for Perioperative patient communication and coordination. Performs other duties as assigned by Leadership.
Qualifications
EDUCATION High school diploma or GED required. Associate degree preferred. EXPERIENCE Two (2) to three (3) years in a customer service environment and/or administrative clerical experience, preferably in a medical office or hospital setting, with emphasis on registration and/or scheduling. Ability to utilize PC applications, including Microsoft Office. One (1) year of experience managing high-volume telephone calls or experience as an operator or dispatcher is preferred. SPECIAL SKILLS Self-directed, well organized and team-oriented with the ability 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. Ability to communicate complex requirements across clinical and financial disciplines.
YNHHS Requisition ID 160507
#J-18808-Ljbffr
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 Communications Supervisor, and in cooperation with all the members of the patientcare team, the Communications Specialist performs a wide range of customer relations, communications, administrative, and coordination functions that fully support patient care activities within the Perioperative Services Department. The Communications Specialist functions as a liaison between the surgery team and patient care activities within Perioperative Services. This role is responsible for processes related to patient check-in, check-out, registration and possible scheduling processes related to patients within Perioperative Services. It obtains and updates the patient\'s basic demographics while adhering to the Patient Identity/Red Flag procedures to ensure patient safety. It obtains the required financial documentation at the time of registration as needed. Additionally, this individual works in collaboration with patients, physicians, nurse professionals, YM/NEMG and various support service areas to accurately facilitate communication and patient flow activities, proficiently assesses and balances the patient volume in the pre-op, PACU and OR area, assuring efficient workflow processing as it relates to clerical functions. It consistently exhibits emotional maturity to support and provide excellent customer service as outlined in the hospital\'s standards of Professional Behaviors. It remains a "grace under fire" within emergency situations as they arise. It processes a variety of in-patient bookings such as direct admission and surgery as needed; additional functions include escorting patients to their treatment location. It supports leadership decisions related to the sequencing of complex physician and surgery scheduling. Under the guise of Perioperative Leadership, it manipulates the surgery schedule as needed in coordination with the scheduling office, OR leadership, surgeons, equipment and assistants needed for the procedure. It 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 attention to detail, specificity and accuracy as it relates to the surgery, the supporting documentation and an extraordinary level of patient sensitivity and compassion. The position requires maintaining a high awareness of Service Excellence representing "I am YNHH" and always exhibiting the Standards of Professional Behavior in all locations. It 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
Communication Liaison: Performs reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met. Calls and/or pages necessary individuals/teams as directed by the surgery team and follows up to ensure timely response. Researches and responds to visitor inquiries regarding patients\' status, providing information as appropriate. Coordinates all in-house communication regarding patients and information received on the 1-800 trauma line in accordance with policy and documents this activity. Records and processes information accurately (referring Physician\'s name, office address, phone number; patient name and date of birth; patient disposition). Remains at desk and responds to nursing and medical staff requests in emergency situations (codes). Initiates requests for services (e.g., cleaning of patient rooms and transporting patients). Documents all activity related to patient transfers in the appropriate location for timely follow-up. Coordinates transportation arrangements for discharge (taxi, ambulance or chair car) as directed. Medical Record Maintenance: Maintains all patients\' medical records and forms relating to medical status and care, maintaining HIPAA compliance. Receives, reviews, sorts, prioritizes and scans necessary documents. Disassembles patient records at discharge and places old medical record with Peri-op record. Ensures that advanced directive is with paperwork on transfer to inpatient unit. Registration/Admitting: Initiates and completes patient visit information according to protocol to manage the OR Status Board and prioritize patient flow for the registration process. Collects patient demographic and insurance information; collects co-payments and/or deductibles as needed. Properly identifies patients during arrival using Patient Identity/Red Flag rules. Prints patient identification labels and places ID bands. Proficiently processes various types of patient bookings (direct admits, inpatients, etc.). Escorts patients to treatment areas as needed. Maintains visitor volume and adheres to visitor pass restrictions. Demonstrates knowledge of department locations to provide directions to surgical patients and support departments as needed. Surgery Scheduling: Coordinates and supports tasks related to patient surgical scheduling. Monitors add-on case depot for case placement coordination, gathers booking sheets and consents from the clinic, updates patient Status board, notifies RN upon bed assignment, and plans for downtime and incident preparedness in emergencies. Customer Service: Provides excellent customer service in accordance with YNHHS protocol. Ensures smooth functioning of processes to support a positive patient experience by acknowledging and receiving patients, physicians and visitors following YNHHS Standards of Professional Behaviors. Dresses in department-approved uniform. Demonstrates YNHH Values by putting patients and families first, showing empathy, and taking action. Contributes to a positive work environment and supports teamwork. Resource Management: Utilizes system and department resources to support patient experience. Provides coverage across Perioperative service areas as needed, participates in committees and meetings, optimizes time, orders office supplies, and suggests improvements for Perioperative patient communication and coordination. Performs other duties as assigned by Leadership.
Qualifications
EDUCATION High school diploma or GED required. Associate degree preferred. EXPERIENCE Two (2) to three (3) years in a customer service environment and/or administrative clerical experience, preferably in a medical office or hospital setting, with emphasis on registration and/or scheduling. Ability to utilize PC applications, including Microsoft Office. One (1) year of experience managing high-volume telephone calls or experience as an operator or dispatcher is preferred. SPECIAL SKILLS Self-directed, well organized and team-oriented with the ability 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. Ability to communicate complex requirements across clinical and financial disciplines.
YNHHS Requisition ID 160507
#J-18808-Ljbffr