ER Secretary - SF1

Mass General Brigham • Boston, MA

23h • Onsite

About The Position

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. 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 procedures to ensure professional and efficient operation of the department in providing quality patient care. This role involves 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, and coordinating discharges, transfers, and admissions proactively to assure efficient operation and management of resources on the unit. The ER Secretary also greets patients arriving at the Emergency Department, assists with sign-in, enters patient information into the EPIC ASAP module, provides directions and assistance to patients and visitors, and assures the practice of the Patient and Family Centered Care Model. The position is responsible for receiving visitors and responding to the needs of patients and family members, demonstrating the knowledge and skills necessary to provide indirect patient family centered care appropriate to the age of the patients served on the assigned unit.

Requirements

• High School Diploma or Equivalent required.
• Staff adheres to all I C.A.R.E. Standards.
• Excellent interpersonal skills to interact effectively with patients, visitors, and hospital personnel.
• Ability to work as a team member, promoting a caring and collegial attitude toward fellow employees.
• 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.
• 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.

Nice To Haves

• Associate's Degree preferred.
• 2+ years of experience in medical, customer service setting preferred.
• Knowledge of medical terminology preferred.
• Computer knowledge of Microsoft Office preferred.

Responsibilities

• Perform a wide range of secretarial duties and coordinate unit/floor procedures to ensure professional and efficient operation of the department in providing quality patient care.
• Answer unit phones.
• Collaborate with health care team members and other departments.
• Schedule patient tests and appointments.
• Maintain all medical records.
• Initiate and track unit requests.
• Coordinate discharges, transfers, and admissions proactively to assure efficient operation and management of resources on the unit.
• Greet patients arriving at the Emergency Department and assist with sign in.
• Enter patient information into EPIC ASAP module.
• Provide directions and assistance to patients and visitors.
• Assure the practice of the Patient and Family Centered Care Model.
• Perform 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.
• Receive visitors and respond to needs of patients and family members.
• Assist in maintaining a safe environment and intervene appropriately.
• Identify and/or initiate appropriate follow up for any safety issue.
• Ensure patient and family member’s needs and expectations are met in a timely and caring manner.
• Maintain the I.C.A. R. E. standards with focus on communication, appearance and respect.
• Work collaboratively as a member of the Patient Care Team and take a proactive role in ensuring the smooth and efficient operation of the unit.
• Maintain and promote the mission and values of the organization.
• Maintain confidentiality of all patient information.
• Respect and support a culturally diverse staff and patient population.
• Utilize the proper procedures to address patient or family’s concerns by notifying the Nursing Director/supervisor or clinical leader.
• Monitor and distribute unit and clerical supplies as directed by the Nursing Director to assure par levels required of efficient operations.
• Maintain work area and office equipment in neat and functioning order.
• Initiate and track appropriate Facilities, Bio Med, Housekeeping, and IT related problems/replacements/requests or work orders.
• Notify Biomed department of malfunctioning equipment and arrange repair requests and for the equipment to be returned to the department.
• Assist Nursing Director to manage and facilitate unit projects.
• Act as a liaison and assist in problem solving with ancillary services and all other departments which provide services or have an effect on unit activities.
• Answer, coordinate and manage all phone calls to the unit in consultation with the charge nurse.
• Take accurate messages and ensure their delivery to the appropriate staff in a timely and professional manner.
• Place pages and phone calls upon request of clinical staff.
• Participate in shift to shift handoff communication by giving or receiving hand of report to/from the incoming/outgoing unit secretary and charge RN.
• Coordinate and notify appropriate staff regarding all paperwork coming onto the unit including fax referrals.
• Maintain 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.
• Monitor and inform staff of patient diagnostic tests, appointments, and consults upon the direction of physician or RN.
• Coordinate logistics of patient discharge including transportation and paperwork, etc.
• Perform 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.
• Copy patient charts and other materials as requested.
• Utilize Epic system to: access and update administrative data screens, to enter transport requests, and print specimen labels.
• Request and maintain old medical records as needed.
• Communicate with healthcare team members via VOCERA communication device.
• Interact with all members of health care team to provide interdisciplinary patient family centered care.
• Answer and communicate patient request to appropriate clinical staff.
• Provide clerical support to unit staff as needed.
• Receive and orient visitors to unit/department in a professional manner, projecting a positive public image with use of the C.A.R.E. standards.
• Provide all patients and families with basic information for unit operation.
• Maintain compliance with hospital, unit secretary specific competencies.
• Identify and actively seek out unit and/or service-related continuing education classes.
• Orient or precept new personnel as assigned and acts as a resource for other professionals, patients, and significant others on the unit.
• Respond to staffing needs of the healthcare team.
• Attend staff meetings and/or read staff meeting minutes to keep current with unit and organizational updates or changes.
• Attend the annual Safety Fair.
• Understand unit specific quality indicators.
• Participate in Quality Improvement Projects and Committees as directed by the Nursing Director.
• Respond to patient and family care by answering telephone calls in a timely manner.
• Coordinate patient communication through a variety of general reception and clerical duties.
• Greet, direct and assist all patients and visitors as they arrive.
• Facilitate the patient sign in process.
• Enter the patient sign in information into the Epic system.
• Notify the triage nurse of patient arrival.
• Protect patient confidential information at all times.
• Direct visitor, patients, and hospital staff to appropriate destination politely, accurately and clearly to ensure minimal confusion.
• Enact all emergency procedures as stated in policy and procedures.
• Monitor waiting room activities and facilitates interactions and communication with ED liaison as appropriate.
• Communicate effectively and establishes good rapport with all levels of personnel, i.e.: nurses, physicians, other clinical staff, administration and volunteers.
• Assist triage nurse and registration staff as requested.

Benefits

• Competitive base pay
• Comprehensive benefits
• Career advancement opportunities
• Differentials, premiums and bonuses as applicable
• Recognition programs designed to celebrate your contributions and support your professional growth
• Reasonable accommodation for individuals with a disability to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees