Job Summary: The Unit Secretary fulfills the role of receptionist/secretary for the nursing unit, actively participating in positive interactions with nursing support and staff and performing clerical duties required for the unit. They assist in maintaining a safe, clean patient care environment. Actively and consistently contributes to department operations and communications, behaves in a manner consistent with the mission, vision, and values of Pipeline Health, upholding standards of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.
Essential Functions:
- Ensures that patient locator board is current and includes identification of Core Measure patients.
- Maintains accurate patient Admission/Discharge/Transfer book.
- Reviews all EMR's (Electronic Medical Records) for any orders that require initiation and notifies the nurse in a timely manner.
- Initiates, assembles, and maintains the hard copy patient charts.
- Answers telephones and directs calls to appropriate staff and departments.
- Provides information such as directions, visiting hours, or patient status information.
- Receives and routes messages or documents, such as laboratory results, to appropriate staff.
- Transmits correspondence or medical records by mail, e-mail, or fax.
- Maintains appropriate level of office supplies and nourishments, including routine upkeep of the nurse’s station and break rooms.
- Ensure that the PCP (Primary Care Physician) of all discharged CHF (Congestive Heart Failure) patients is notified regarding the patient's follow-up appointment date.
- Uses hospital resources responsibly; looks for effective alternatives for purchases.
- Enters nurse/patient assignments in Hill-Rom call light system.
- May also be responsible for reviewing patients’ dietary restrictions, food allergies, and preferences to ensure patient receives appropriate diet.
- Uses clear, concise, professional communication with coworkers, patients, all customers internal and external.
- Uses AIDET in interactions with patients and family members. Utilizes white boards for patient communication.
- Collaborates across disciplines to coordinate patient care, including but not limited to patient transfer, discharge, referrals, and spiritual/psychosocial support needs.
- Abides by HIPAA (Health Insurance Portability and Accountability Act) regulations.
- Utilizes SBAR (Situation, Background, Assessment, Recommendation) when communicating with oncoming shift, physician communication and giving report to ancillary or other nursing services.
- Speaks up to stop the line and escalates potential safety events if necessary.
- May float to other areas of the hospital as assigned.
- Attends and/or completes monthly, annual, and assigned training.
- Other duties as assigned.
Behavioral Standards:
- Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service; Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
- Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians, and hospital staff members
- Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.
Communication/Knowledge:
- Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.
- Communicates effectively throughout the shift, including greeting all customers calmly and with a courteous manner, conveying all messages within appropriate time frames, and answering the patient intercom.
Collaboration/Teamwork:
- Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.
- Assists in maintaining a safe, clean patient care environment.
- Assists with training of new unit secretaries.
Experience:
- At least one (1) year of experience working in the healthcare setting preferred.
- Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, strong organizational skills, ability to follow verbal instructions, and PC (computer) skills.
- A capacity to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with the team members who are recognized leaders within health care.
- Adaptable to changing work schedules and patient needs.
- Ability to read, write, and comprehend medical terminology.
