Patient Support Service Associate

Bassett Healthcare•Cooperstown, NY

29d•$17 - $25•Onsite

About The Position

Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible. The Patient Support Services Associate is the "Face of Bassett" to patients and visitors. It is essential that outstanding service, friendliness, a strong desire to help, and a willingness to make decisions that put the needs of our patients, visitors, and colleagues first, be the foundation of this position. The Patient Services Support Associate is under the supervision of Patient Support Services, and is responsible for the timely, accurate, safe and effective transfer of patients throughout the hospital complex, and the tracking, coordination, and delivery of relative equipment throughout the hospital. Has an understanding and adheres to all safety and infection control policies and procedures as related to the carry out of job-related duties. The goal is to provide a safe and pleasant atmosphere for patients, physicians, staff and other clients. The Patient Services Support Associate is part of the Patient Support Services Team and provides assistance in other duties as assigned by Bed Management and Call Center colleagues. This position is responsible for assisting where needed to help keep a constant workflow.

Requirements

High school diploma or GED equivalent preferred
Customer Service experience desired
Heavy Work - Exerting up to 100 lbs. of force occasionally, and/or up to 50 lbs of force frequently, and/or up to 20 lbs, of force constantly to move objects
Occasional crouching, typing/clerical/dexterity, kneeling, repetitive motion, seeing/monitor/computer us
Frequent grasping, hearing, lifting, pulling, pushing, reaching, standing, stooping, talking, walking, visual acuity (color, depth, perception)
Constant fit testing

Responsibilities

Responds appropriately to requests for services (as listed below) and completes all tasks with the patient's privacy and wellbeing in mind. Responds immediately when paged and seeks necessary equipment/assistance to provide a safe transfer of the patient. Provides outstanding service as the foundation for completion of all tasks.
Follows established standards for priority and response as developed by Manager, Bed Management and Patient Support Services. Monitored through observation and customer satisfaction.
Code Blue/Rapid Response/Medical Assistance - immediate response
Stat Labs and Pharmacy - immediate response
Blood Bank pick-up/delivery of blood products - immediate response
Patient Moves from/to Testing areas - 5-10 minutes
Patient Transfers from one floor to another - 5-10 minutes
Patient Discharges/Admissions - 5-10 minutes
Stat Bed Requests from ER/OR - 5-10 minutes
Patient Moves (room to room) - 15 minutes
Equipment - 15 minutes
Routine Labs - 15 minutes (When Pneumatic Tube System is down)
Lifting Assistance - 5-10 minutes - as available
Equipment, Oxygen and Clutter Rounds as available.
Transports patients from various hospital units to and from appointments by wheelchair, stretcher, and/or escort. Uses precautionary measures and good judgment as required to ensure patient safety and satisfaction.
Ensures that patient has all needed equipment for safe transport and that patient has had basic needs met prior to transport ie: toileting and comfort and notifies nurse if needs are unmet. Ensures patient is ready to travel and ensures patient has non-slip socks prior to travel.
Place patient feet on footrest of wheelchairs, make sure hands are inside stretchers and wheelchairs, make sure all bed rails are up prior to transporting, check for proper placement of linen items during transport, ensure proper placement of IV lines, oxygen tubing and Foley catheter tubing. Monitored through feedback from patients and other staff.
Brings all patient belongings necessary for test/transfer, i.e. dentures, with patient during transports. Monitored through incident/variance reports
Ensures Ticket-To-Ride is filled in accurately and completely, signs off on TTR when complete prior to transporting patient.
When returning patient to room, ensures the bed alarm is set, bed is plugged in, patient has easy access to nurse call light, and all cords are plugged in and not posing a trip hazard. Ensure bedside table is within reach and make sure the patient does not need anything prior to leaving. Removes clutter and unnecessary items as seen fit so room is free of obstructions for safety reasons.
Provides assistance with discharging patients, ensures all paperwork in Bed Management is completed and escorts patient and family to vehicle.
Notifies nursing personnel of patient arrival, ensures TTR is signed and oxygen tank, if applicable, is removed from the room after patient is connected to wall oxygen.
Is trained on Safe Patient Handling to provide safe care to all patients.
Is trained on Infection Control to ensure knowledge of different types of infectious process and how to safely handle patients to protect themselves and others.
Follows all guidelines, policies and procedures as set forth by Team Leader, Manager and Director and Bassett Medical Center as they pertain to this position.
Ensures patients are safely transported on oxygen using the oxygen protocol. Uses good judgment as required to ensure patient safety and satisfaction.
Transports patients on full tanks of oxygen when moving patients to and from necessary testing
Ensure RN is present during transport when patient is on greater than 4L of oxygen.
Ensures the Ticket to Ride is complete and all patients have one prior to transporting
Ensures all oxygen tanks are brought back to designated area when patient is connected to wall oxygen
Ensures all oxygen tanks at or below 500 PSI are returned to the empty bin to be refilled
Ensures all floors and units have oxygen cages and bed poles readily available.
Assists in the maintenance and the availability of wheelchairs and stretchers. Ensures the equipment is clean, safe and ready for patient use. Assembles equipment daily to utilize best practices. Continuous disinfection of equipment and tools required for patient use with delivery of these equipment and tools.
Reports all repair problems within 1 hour as documented by Team Leader and Manager, Patient Support Services for repair requests - contributes to overall hospital safety program by reporting safety hazards of malfunctioning items needing repair. Reports safety issues through RL-6 reporting structure.
Checks equipment daily at the beginning of each shift to ensure appropriate stock and contacts company if rental equipment is needed.
Maintains and inspects equipment for cleanliness and proper assembly prior to patient use.
Tracks and documents proper equipment model number to ensure accurate billing of equipment.
Has responsibility and authority to keep corridors free of obstructions and clutter for safety and appearance reasons.
Follows standard protocol of disinfecting equipment as set forth by Infection Control prior and after patient use.
Finds wheelchairs during shift and makes certain that they are placed in strategic areas for patient convenience and staff use.
Wipes down wheelchairs after each patient use or in accordance with the Infection Control policy.
Tracks and delivers equipment including but not limited to: comp boots, kangaroo pumps, IVAC's, PCA's, beds, mattresses, etc. Uses initiative to find equipment and deliver it within established time frames.
Finds equipment through use of initiative and by requesting assistance, when necessary, from Resource Nurses. Tracks equipment and is proactive in keeping equipment ready for delivery as requested.
Provides assistance to Sterile Processing Department with cleaning of equipment to assist with the high demands.
Cleans and inspects pumps and channels per Infection Control standards.
Wipes down equipment when returning to the storage area per Infection Control Standards.
Seeks needed equipment when requested.
Provides services in handling deceased patients. Transfers documentation, certification, and personal effects to the appropriate areas.
Follows established Bassett Medical Center policy and procedure and responds to morgue calls within 10-minute standard.
At the time of pick-up on the unit, ensures all deceased patient belongings, as documented on the checklist, are with the patient and the checklist and death certificate are accurate and complete. Copies Death Certificate at this time.
As documented by Call Center records and observation of Team Leader and Manager. Acts as a back-up to Security to ensure timely release of deceased patients.
At the time of release, checks the tags with the deceased and matches to the Certificate to ensure proper identification to be consistent with the current policy.
If deceased in an autopsy case, the death folder and chart are delivered to Pathology with required information.
Ensures all paperwork is delivered to HIM.
Does daily rounding on each shift to ensure accuracy of number of deceases and paperwork. If deceased has been in the morgue greater than 2 days or if 3 or more are present, notifies the Pastoral Care Department.
Completes all tasks with customer (patient, family, friends, staff, visitors) service first and helps to create a culture of teamwork, caring, competence, and compassion within Patient Support Services and the greater organization.
Completes employee health assessment annually, including PPD testing
Learns and practices learning organization principles as evaluated by department management review.
Attends monthly staff meetings 90% or greater throughout the year.
Complies with all policies and procedures related to safeguarding patient information and strictly adheres to all Policies and Procedures related to HIPAA.
Attends meetings directly related to job functions and represents department in work groups as assigned by Team Leader/Manager of Patient Support Services.
Attends staff meetings on a regular basis
Attends in-services provided by Team Leader/Manager
Reviews any paperwork for department.
Checks daily with unit clerk for any concerns/changes to daily routine.
Performs other duties as requested and observed by Team Leader or Manager