Lead Periop Communication Associate

Yale New Haven Health•New Haven, CT

2d•Onsite

About The Position

Under the general direction of the Supervisor, this role is responsible for coordinating the staff who perform various reception, scheduling, and communication liaison functions. The position ensures positive interactions with patients, family members, medical staff, third-party representatives, and hospital personnel, promoting good customer service. The role effectively utilizes all computer systems to meet responsibilities, performs statistical and QA functions, and contributes to the hiring, reviews, and scheduling of employees. This position develops new procedures and participates in the planning, training, and implementation of system improvements to enhance departmental operating functions. The Lead Periop Communication Associate assumes in-charge responsibility during the absence of management or as needed, and can function as a front-line communication associate/assistant. The role supports leadership decisions related to complex physician and surgery scheduling, manipulating the surgery schedule as needed in coordination with the scheduling office, OR leadership, surgeons, equipment, and assistants. The individual must be familiar with standard concepts, practices, and procedures within the field to comply with scheduling requirements and distribute pre/post-operative information to patients. A major focus will rely on attention to detail, specificity, and accuracy related to surgery, 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. The role works independently under limited supervision, requiring creativity and latitude to navigate complex scheduling and ensure a positive patient experience.

Requirements

High School graduate with demonstrated continuing education at a college level program or equivalent experience.
Three or more years experience in a hospital environment with emphasis on customer service, administrative clerical, registration and/or scheduling processes.
Ability to utilize PC Applications, including Microsoft Office.
Excellent interpersonal skills and leadership ability.
Self-directed, well organized and exhibiting team-oriented skills with the ability and desire 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 with the ability to communicate complex requirements across clinical and financial disciplines.
Demonstrates working knowledge of Medical Terminology.

Nice To Haves

Bachelor's Degree preferred.
One years experience managing high volume telephone calls or experience as an operator or dispatcher is preferred.

Responsibilities

Coordinates work activities of staff to maintain daily workflow.
Takes charge during the absence of management.
Develops work schedules and contributes to the hiring, training, and reviews of employees.
Uses good decision-making skills and balances priorities and tasks appropriately.
Maintains statistical reports to track volume and quality of service.
Assumes 'in-charge' responsibilities during the absence of management or as needed, which may include coverage on evenings, nights, and weekends.
Acts as a role model, balancing the needs of the customer with the productivity of the department.
Provides input on disciplinary action when departmental and hospital policies have been violated.
Responsible for reviewing and/or updating all training materials and provides training to other staff members.
Ensures that all mandatory training requirements of employees are met.
Prepares monthly and/or weekly schedules and adjusts staffing to accommodate illnesses, absences, and unexpected events.
Assigns and monitors daily workload to appropriate personnel based on staffing level.
Ensures employees comply with HIPAA regulations, following YNHHS guidelines, addressing violations.
Participates in meetings with external departments as it relates to patient communication/coordination processes.
Provides ongoing reports to track customer service standards, quality assurance, and employee productivity.
Incorporates new policies and procedures as it relates to the Perioperative Services department.
Integrates a variety of resources and avenues to assess the needs of the staff.
Uses good problem-solving and decision-making methods and resourcefulness to resolve issues.
Resolves difficult situations based on department guidelines; seeks leadership assistance when needed.
Identifies, communicates, and implements processes that will optimize patient communication/coordination and/or patient experience processes.
Helps to determine the course of action to be taken when analyzing and resolving problems.
Must be able to perform all functions of a communication associate/assistant, performing reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met in addition to serving as a departmental content expert as it relates to patient communication/coordination functions.
Is knowledgeable of all applicable downtime policies and procedures.
Updates policies and procedures as needed.
Monitors, evaluates, and responds to workflow abnormalities.
Proficient in utilizing Microsoft applications.
Ensures all patient medical records/forms within area maintain HIPAA compliance.
Receives, reviews, sorts, prioritizes, and scans necessary documents received.
Ensures accurate document retrieval processes are followed.
Initiates and completes patient visit information in accordance with protocol to manage the OR Status Board related to prioritizing the patient flow for the registration process within Perioperative Services.
Collects necessary patient demographic and insurance information when completing the registration process; collects co-payments and/or deductibles due at the time of surgery, as needed.
During the arrival process, properly identifies patients in a timely and accurate manner while adhering to Patient Identity/Red Flag rules ensuring patient safety.
Prints patient identification label and places ID band on all patients to assure proper patient identification.
Proficiently processes the various types of patient bookings (direct admits, inpatients, etc.).
Escorts patients (walking or wheelchair) to treatment areas as needed.
Maintains the visitor volume and adheres to visitor pass restrictions protocol.
For directional purposes, displays detailed knowledge of the overall department locations within the hospital, being able to provide directions to surgical patients (and support departments as needed) at each access point.
Coordinates and supports tasks related to patient surgical scheduling.
Monitors add-on case depot for case placement coordination utilizing information via epic case entry function.
Gathers booking sheets and consents from the clinic via fax, following up for completion when necessary.
Emergency preparedness, i.e. Level 1 or Level 2 cases: must be proficient in downtime and incident planning.
Provides excellent Customer Service in accordance with YNHHS protocol.
Ensures smooth functioning of processes to ensure a positive patient experience by acknowledging and receiving patients, physicians, and visitors to the department following the YNHHS Standard of Professional Behaviors.
Identifies events where the service to a customer was less than optimal. Appropriately initiates and carries through the Service Recovery process.
Contributes to a positive work environment, actively discouraging 'we vs. them' thinking, helping others.
Demonstrates YNHH Values by doing the right thing; putting patients and families first; valuing all people; being empathetic; being responsible and taking action.
Utilizes resources to effectively support patient experience.
In collaboration with Supervisor/Manager, provides support in other Perioperative service areas, routinely providing coverage as necessary to maintain skill sets.
Participates in designated committees, staff meetings, workgroups, and attends all in-service to lead and/or support team building and communication enhancements.
Independently optimizes time related to role.
Performs all functions in accordance with established policies and procedures.
Actively participates in departmental goal setting, reviewing data as needed and implementing changes.
Demonstrates a thorough understanding of all the functions that relate to patient communication/coordination, operating room workflows, and an overall understanding of the hospital as a whole.
Performs other duties as assigned by Leadership.