Patient Access Rep, ER

Standard I:

Behavior Standards

PERFORMANCE

STANDARD

Courage:

Enthusiasm

Eager to Help

1. Exhibits courage in the face of change.
2. Seeks to understand industry change.
3. Seeks to understand organizational change.
4. Considers ways to improve own skills, knowledge and behaviors in order to adapt to change effectively.

Accountability:

Responsibility

Teamwork

1. Consistently known for self-accountability.
2. Follows organization and regulatory standards and policies.
3. Takes pride and ownership in making a difference at work.

Respectful:

Empowerment

1. Values diversity and is respectful of others’ viewpoints and traditions – even during conflict.
2. Is an active listener.
3. Seeks to understand the spoken and unspoken needs of others.

Excellence:

1. Invests continuously in learning and generously shares knowledge.
2. Strives to do the right thing in all he or she does.
3. Values honesty and integrity above all else.

Servant:

1. Sees role as a servant to others.
2. Passionately ensures patients and their loved ones receive a high level of skillful care and compassion.
3. Values service to coworkers within work area.
4. Values service to coworkers across the organization.

STANDARD II Job Knowledge/Productivity

Completes position responsibilities following established guidelines and protocols within the appropriate time frame.

1. Completes work within appropriate time frame.

1. Demonstrates ability to set priorities.

1. Performs well in stress and emergency situations.

1. Ensures accuracy and completeness of work performed.

1. Follows established procedures performing job functions.

1. Demonstrates a thorough knowledge of work practices.

1. Is knowledgeable of emergency procedures.

1. Is knowledgeable of personal protective equipment to protect one’s safety.

1. Follows through with assignments and informs supervisor if unable to complete task.

10.When assigned work is complete, seeks additional tasks to be done.

STANDARD III Communications/Interpersonal Skills

Demonstrates good skills in all forms of communication. Works well with others in a spirit of teamwork and cooperation.

1. Accepts suggestions for improved performance.

1. Channels concerns appropriately, deals with conflict appropriately and privately.

1. Maintains confidentiality of patient and employee information in verbal, written and electronic information.

1. Limits access to patient/employees information on a job related need to know basis.

1. Responds to supervisor’s and co-workers requests for information and assistance in a cooperative manner and within appropriate time frame.

1. Provides constructive input, suggestions and support to foster process improvement within the departments.

1. Communicates problems, work flow, opportunities for improvement, and other relevant issues to supervisor or others as appropriate.

1. Demonstrates effective verbal and written communication.

STANDARD IV Education/Development/Initiative

Maintains education and development appropriate for position.

1. Masters new work routines, methods and techniques.

1. Reviews written policies and procedures to clarify uncertainty and issues.

1. Knowledgeable of current trends and practices, making suggestions for changes of policies, procedures and standards.

1. Demonstrates self-motivation in performing job duties.

1. Serves as resource person and assists in orientation of new personnel.

1. Completes required on-going education to improve job performance.

1. Attends department meetings on a regular basis.

90-100% = 3 70-89% = 2 69% and below = 0

1. Attends department in-service programs.

90-100% = 3 70-89% = 2 69% and below = 0

1. Completes all orientation and annual requirements according to hospital policy.

STANDARD V Hospital/Department Policies and Procedures

Adheres to established hospital and department guidelines and protocols.

1. Is knowledgeable, adheres to and supports the organizational compliance program.

1. Adheres and supports the hospital smoking policy.

1. Is competent and responsible in prevention of contamination and transfer of infection.

1. Is competent and responsible in following safety and security policies of organization.

1. Uses all equipment in a safe and effective manner.

1. Adheres to the policy governing absences and/or tardiness.

1. Adheres to meal and rest breaks according to department policy/schedule.

1. Badges or documents time worked according to organization/dept. policy.

1. Demonstrates an appreciation of cost factors in the routine performance of duties; maximizes cost efficiency.

10.Supports and participates in the organizations continuous quality

improvement programs.

11.Maintains a clean, organized work area.

12.Is knowledge of the contents of the MSDS manual.

13.Performs other duties as assigned.

STANDARD VI Teamwork

Promotes teamwork within the department and with other departments.

1. Acts to work cooperatively with others.

1. Helps other team members.

1. Participates in projects and is a good team player.

1. Recognizes others for a job well done.

1. Considers co-workers views and recommendations.

STANDARD VII Position specific Performance Criteria/Essential Job

Functions

Performs position specific job functions at an acceptable level.

Age-specific Competencies: For Patient Care Positions. See attached Competency Validation Checklist.

1. Demonstrates knowledge of growth and development.

1. Demonstrates ability to perform age-specific assessments and treatments.

1. Demonstrates knowledge of criteria to identify victims of abuse and neglect and knowledge of how to report alleged abuse.

1. Demonstrates ability to provide age-specific teaching.

1. Demonstrates ability to assess age-specific safety issues.

1. Exhibits communication skills necessary to interpret age-specific response.

1. Demonstrates ability to interpret patient data.

Age-Specific Competencies: For Non-Patient Care Positions.

1. This position has no responsibility for assessment, treatment or care of a patient. However, communicates and interacts appropriately with internal and external customers of various ages.

Cultural Diversity:

1. Demonstrates a knowledge of cultural diversity, the ability to provide care and service and exhibit the communication skills necessary to interact effectively with the patient/family/customer.

Specific Job Functions:

1. Interacts professionally with patients, families, visitors, healthcare team.

1. Accurately completes all aspects of patient registration and/or status to include those r/t insurance, collection of co-pays, etc.

1. Accurately and promptly enters patient charges into the computer system.

1. Orders and stocks department clerical and stock supplies

1. Maintains an accurate and orderly work station, filing system.

1. Demonstrates efficiency in health information management system.

1. Answers, screens, and directs incoming telephone calls. Utilizes paging and emergency alert systems accurately and appropriately.

1. Takes specimens to lab as requested.

1. Obtains charts, x-rays, supplies, equipment as requested.

1. Maintains departmental log book and other logs or records as required by the department.

1. Ensures on-call schedule for providers and hospital departments is up-to-date and distributed as necessary.

1. Maintains staff schedule and operations of ED access department

1. Keeps Manager up to date on any staff or department issues. Works to resolve issues and collaborate to create process improvements.