ED Treatment Area Coordinator 32 HR Nights, every other weekend 11p-7:30a

Mass General Brigham•Boston, MA

26d•$20 - $28•Onsite

About The Position

Under the general direction of the ED Administrative Supervisor/Manager, the incumbent coordinates administrative and reception support functions in the Emergency Department. This role facilitates communication within and across treatment areas and external Hospital departments. Responsibilities include patient arrival, coordinating arrivals to treatment areas, monitoring patient disposition to aid throughput, and facilitating movement to/from test sites and procedure areas. The role also involves organizing belongings, paperwork, and transportation for patient discharge. The incumbent will triage telephone calls, respond accordingly, monitor entrances to secured areas, and screen individuals before allowing entry. Sensitivity to patient needs and responsiveness to medical and nursing staff are crucial. The role involves receiving patients’ relatives and visitors and directing them to the appropriate individuals. Effective interpersonal and communication skills are essential, and the position provides support as needed to all ED staff. Excellent customer service and organizational skills are required. The incumbent is expected to train and be competent to cover 7 unique treatment areas with different workflows and requirements, as well as the ED Main Desk position.

Requirements

High School diploma or GED required
1 year related work experience preferred
Health care setting preferred
Ability to handle sensitive and confidential information appropriately
Sound judgment and critical thinking
Ability to prioritize effectively
Ability to handle multiple tasks in a busy environment
Strong organizational and follow-through skills
Accuracy and attention to detail
Strong customer service and interpersonal skills
Strong communication skills
Ability to be flexible and to function within a team environment
Has the ability to maintain composure in stressful circumstances.
Basic computer skills and/or facility to learn computer skills required for Microsoft Outlook, EPIC, etc.
Must work every weekend
Must work up to 6 holidays per year.

Nice To Haves

Associate/Bachelors degree preferred

Responsibilities

Performs Patient Arrival procedures, including entering demographic data, obtaining medical record numbers, and placing ID bands.
Rooms patients in Epic, conducts bedside registration interviews, and may perform belongings searches for ID if the patient is acute.
Understands the process to secure belongings for evidence and advises patients regarding valuables, securing and documenting them at the patient's request.
Reviews treatment area census in Epic frequently and updates to ensure accuracy.
Acts as a liaison between clinical staff and transport to ensure appropriate timing of transport to test areas and arranges patient transport for tests.
Monitors the Epic Trackboard to provide timely notice that all handoffs are complete and inquires of clinical staff if timing is appropriate for transfer to inpatient unit.
Arranges patient transport to inpatient and observation units and non-patient transport.
Facilitates communication between patients/visitors and Providers/Nurses, providing direction and advice on non-clinical matters.
Responds to all Clinician requests for assistance and refers unresolved requests to the Charge for follow-up.
Obtains Blood Bank requisitions and arranges for tubing or pick up of blood products.
Observes waiting areas/treatment areas and reports disruptions, unusual activity, or changes in patient status to Security or Clinical staff as appropriate.
Assists with security by monitoring entrances to the areas and requesting limits to the number of visitors at clinician request.
Understands Section 12 paperwork and notifies Security or Clinician if a patient on Section 12 tries to leave.
Responds to entrance requests in secured areas via the monitor and screens before allowing entry.
Troubleshoots reported hardware and software problems, opens Help Desk tickets for unresolved issues, and notifies the Charge.
When directed by Nursing, explains Violence Against Women Act billing options to patients, completes necessary paperwork, and notifies appropriate parties for Registration and Billing updates.
Understands and complies with policy related to SANE paperwork and arranges SANE nurse parking through the Charge.
Rounds regularly, collects paperwork from Provider ‘done basket’, labels paperwork, checks patient location in Epic, and appropriately routes the paperwork.
Runs reports to determine current patient locations and other information.
Reviews the referral list and notifies Charge of patients in the Department with unlinked referrals.
Sets up communication aids for patients when requested (IPOP, VPOP), or pages Interpreter services.
Uses the Belongings function in Epic to document valuables and belongings.
Checks safe log, notifies Charge Coordinator, and ensures that valuables are returned to patient prior to departure.
Ensures patient belongings are returned to patient if they were secured.
Arranges discharge transportation at the direction of clinicians (taxi, chair car, ambulance, etc.) and ensures that MD completes Ambulance Necessity Form.
For patient transfers to other facilities, assembles paperwork, ensures Cobra Form is complete and signed, sends original with patient, and files copies.
For patient deaths, labels Report of Death and gives to physician, assembles paperwork for Medical Examiner, and assists with returning valuables to families.
Dismisses patients from Epic and the monitoring system, and processes dismissal paperwork.
Answers all incoming calls for the treatment area, directs calls, or assists callers.
Understands protocols related to off-scope patients and appropriately directs inquiries.
Records and communicates lab results (stats and panic values) and appropriately re-directs stat result calls from the Micro lab.
Uses intercom system and Voalte system for intradepartmental communication.
Initiates pages at the request of treatment area staff and when noting the need for support services.
Assists patients with notifying/calling families upon request.
Calls ancillary departments to obtain services.
Troubleshoots issues with Voalte phones and reports unresolved issues to the Charge.
Reconciles Voalte phone inventory and notifies Charge of missing phones and phones not signed out.
Meets all competencies to cover the main ED phone lines.
Receives requests via intercom for visitor permission from Front Desk Reception, checks with patient's nurse for permission, and relays to Front Desk Reception.
Greets, assists, and directs visitors arriving in the treatment area, and may have to redirect visitors to the family waiting area.
Follows through on visitor inquiries throughout the patient stay and may request or instruct visitors to leave at the request of treatment area staff.
Prints additional ID band and delivers to patient room for patients on call to OR.
Secures and documents patient valuables and belongings or arranges for family to take them for patients on call to OR.
Assembles any patient paperwork and labels it for patients on call to OR.
Orders and stocks specified forms and clerical supplies for the treatment area.
Tracks down and obtains supplies at the request of clinical staff.
Obtains equipment and arranges for equipment replacement/repair at the request of clinical staff.
Pages Environmental Services to clean discharge bays.
Calls Buildings and Grounds, Network Services, Biomedical Engineering, etc., and arranges for routine immediate maintenance repairs.
Communicates unresolved supply, equipment, physical plant, safety, etc., issues to Charge Coordinator or Team Lead for follow-up.