Periop Communication Associate

Yale New Haven Health•New Haven, CT

About The Position

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day. Under the general direction of the Communications Supervisor, and in cooperation with all the members of the patient care team, performs a wide range of customer relations, communications, administrative, and coordinate functions that fully support patient care activities within the Perioperative Services Department. The Communications Specialist functions as a liaison between the surgery team and patient care activities within Perioperative Services. This role is responsible for processes related to patient check-in, check-out, registration and possible scheduling processes related to patients within Perioperative Services. Obtains and updates the patient's basic demographics while adhering to the Patient Identity/Red Flag procedures to ensure patient safety. Obtains the required financial documentation at the time of registration as needed. Additionally, this individual works in collaboration with patients, physicians, nurse professionals, YM/NEMG and various support service areas to accurately facilitate communication and patient flow activities, proficiently assesses and balances the patient volume in the pre-op, PACU and OR area, assuring efficient workflow processing, as it relates to clerical functions. Consistently exhibits emotional maturity to support and provide excellent customer service as outlined in the hospital 's standards of Professional Behaviors. Remains a "grace under fire" within emergency situations as they arise. Processes a variety of In-patient bookings i.e. direct admission, surgery as needed; additional functions would include, but are not limited to escorting patients to their treatment location. Supports leadership decisions related to the sequencing of complex physician and surgery scheduling. Under the guise of Perioperative Leadership, manipulates the surgery schedule as needed in coordination with the scheduling office, OR leadership, surgeons, equipment and assistants needed for the procedure. Is familiar with standard concepts, practices, and procedures within a particular field to comply with scheduling requirements and distributes pre/post-operative information to patients. A major focus in completing these responsibilities will rely on the individual 's attention to detail, specificity and accuracy as it relates to the surgery, the supporting documentation and an extraordinary level of patient sensitivity and compassion. Position requires the individual to maintain a high awareness of Service Excellence representing 'I am YNHH' and always exhibiting the Standards of Professional Behavior in all locations. Works independently under limited supervision, requiring a certain degree of creativity and latitude to successfully navigate complex scheduling and ensure a positive patient experience.

Requirements

High school diploma or GED required. Associate degree preferred.
Two (2) to three (3) years in a customer service environment and/or administrative clerical experience preferably in any medical office or hospital setting, with emphasis on registration and/or scheduling.
Ability to utilize PC Applications, including Microsoft Office.
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.

Nice To Haves

One (1) years? experience managing high volume telephone calls or experience as an operator or dispatcher is preferred.

Responsibilities

Communication Liaison: In a pleasant, courteous and professional manner performs reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met. 1.1. Able to call and/or page necessary individuals/teams at the direction of the surgery team and follow-up to ensure timely response 1.1.1. Research and respond to visitor inquiries regarding patients' status, providing information as appropriate. 1.2. Coordinates all in-house communication regarding patients and information received on the 1 (800) trauma line in an effective manner as dictated by policy and documents this activity. 1.3. Records and processes the following information accurately 100% of the time: referring Physician's name, office address, phone number; patient name and date of birth; and patient disposition (i.e., who patient was referred to, whether transfer occurred, etc.) as it relates to the Physician Referral Service and Transfer Service 1.4. Remains at desk and responds to nursing and medical staff requests in emergency situations (i.e. codes). 1.5. Initiates requests for services, including but not limited to requests to EA / OR Associate for cleaning of patient rooms and transporting patients. 1.5.1. Completely documents all activity related to patient transfers in the appropriate location, allowing for timely follow-up if necessary. 1.6. Coordinates transportation arrangements for discharge (taxi, ambulance or chair car) to another facility as needed/directed.
Medical Record Maintenance: Maintains all patients' medical records and forms relating to medical status and care maintaining HIPAA compliance 2.1. Receives, reviews, sorts, prioritizes and scans necessary documents received. 2.2. Disassembles patient record completely at the time of patient discharge and places old medical record with Peri-op record. Ensures that advanced directive is with paperwork on transfer to inpatient unit.
Registration/Admitting: 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. 3.1. 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. 3.2. During the arrival process, properly identifies patients in a timely and accurate manner while adhering to Patient Identity/Red Flag rules ensuring patient safety. 3.3. Prints patient identification label and places ID band on all patients to assure proper patient identification. 3.4. Proficiently processes the various types of patient bookings (direct admits, inpatients, etc.). 3.5. Escort patients (walking or wheelchair) to treatment areas as needed 3.6. Maintains the visitor volume and adheres to visitor pass restrictions protocol. 3.7. 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.
Surgery Scheduling: Coordinates and supports tasks related to patient surgical scheduling. 4.1. Monitors add-on case depot for case placement coordination utilizing information via epic case entry function 4.2. Gathers booking sheets and consents from the clinic via fax, following up for completion when necessary. 4.3. Updates patient Status board. 4.4. Upon receiving bed assignment, notifies RN and places location on Status board. 4.5. Emergency preparedness, i.e. Level 1 or Level 2 cases: must be proficient in downtime and incident planning.
Customer Service: Provides excellent Customer Service in accordance with YNHHS protocol. 5.1. Ensures smooth functioning of processes to ensure a positive patient experience by acknowledging and receiving patients, physicians and visitors to the department following YNHHS Standard of Professional Behaviors 5.2. Arrives to work dressed in the appropriate uniform as identified by the department 100% of the time 5.3. Demonstrates YNHH Values by doing the right thing; putting patients and families first; valuing all people; being empathetic; being responsible and taking action 5.4. Contributes to a positive work environment, actively discouraging `we vs. them? thinking, helping others
Resource Management: Utilizes Health System and Department resources to effectively support patient experience. 6.1. In collaboration with Supervisor/Manager, provides support in other Perioperative service areas, routinely providing coverage as necessary to maintain skill sets. 6.2. Participates in designated committees, staff meetings, workgroups, and attends all in-service to support team building and communication enhancements. 6.3. Independently optimizes time related to role. 6.4. Orders office supplies and forms, both stock and non-stock, and otherwise maintains inventory and supply orders in a timely manner to prevent total depletion of stock as needed. 6.5. Performs all functions in accordance with established policies and procedures. 6.6. Identifies and recommends optimizations for Perioperative patient communication/coordination activities.
Performs other duties as assigned by Leadership

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