Communications Associate Supervisor

Overview

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.

Responsible for supervising the clerical support staff within Perioperative Service Department as well as GI / Preadmission Testing. Ensures positive interactions with patients, family members, medical staff, third party representatives and hospital personnel. Promotes good customer service in the work environment. Effectively utilizes all computer systems to ensure that the responsibilities of clerical support are met. Assumes in -charge responsibility for all areas during the absence of management or as needed.

EEO/AA/Disability/Veteran
Responsibilities

• 1. IN CHARGE RESPONSIBILITIES 1.1 Coordinates work activities and supervises staff to maintain daily workflow. Develops work-schedules and is responsible for the hiring, training and reviews of employees. Uses good decision-making skills and balances priorities. 1.2 Assumes in-charge responsibilities for all or additional areas during the absence of management or as needed, which may include coverage on evenings, nights and weekends. 1.3 Monitors daily workload to appropriate personnel based on staffing level. 1.4 Resolves difficult situations that may arise based on department guidelines . When necessary, seeks assistance from management staff. 1.5 Ensures employees are in compliance with HIPAA regulations and follows YNHHS guidelines in addressing any violations. 1.6 Assumes the responsibility for the training of employees. Ensures that all mandatory training requirements of employees are met. 1.7 Participates in meetings with external departments as it relates to the clerical support and scheduling process in GI/ Preadmission Testing 1.8 Provides ongoing reports to track customer service standards, quality assurance and employee productivity. 1.9 Provides disciplinary action when departmental and hospital policies have been violated. 1.10 Incorporates new policies and procedures as it relates to the Perioperative Services department. 1.11 Demonstrates a thorough understanding of all the functions that relate to the GI, Preadmission Testing and a global understanding of the hospital as a whole.
• 2. PROBLEM SOLVING 2.1 Uses good problem solving methods and resourcefulness to resolve issues. Takes appropriate steps to address problems or, when indicated, refers issues to the appropriate person or Manager for resolution. 2.2 Identifies obstacles hindering staff in the performance of their job responsibilities. 2.3 Makes sound decisions and works closely with staff /Manager when implementing operating procedures as they relate to the Clinical areas 2.4 Coordinate processes changes that will enhance the Clerical support in all Clinical area as well as scheduling process. 2.5 Provides documentation of problems, possible solutions and their outcomes.
• 3. PATIENT/PHYSICIAN EXPERIENCE 3.1 Works with staff to ensure a patient/family, physician and employee experience that exemplifies caring, understanding, efficiency and overall quality of service. Demonstrates the ability to balance customer service need for the department 3.2 Identifies events where the service to a Patient/Physician was less that optimal then report the events to the appropriately person. 3.3 Support implemented changes to enhance Patient /Physician Experience 3.4 Acts as a role model in providing exceptional customer service balances the needs of the Patient/Physician of the department. 3.5 Contributes to a positive work environment by actively discouraging /we versus they/ thinking. Looks for ways to help others, supports their work within the department
• 4. COMPUTER SYSTEMS 4.1 Maintains knowledge of current computer systems, for example those used in registration, scheduling, bed assignment, and patient tracking systems. (Epic, AMION,) Utilizes Microsoft packages. 4.2 Is knowledgeable of all downtime policies and procedures as it effects the Clinical areas and scheduling functions. 4.3 Works with clerical staff to ensure awareness of update to procedures. 4.4 Coordinate when to make workflow changes and when to escalate issues appropriately to the Manager. 4.5 Proficiently utilizes Microsoft applications in performing daily responsibilities. 4.6 In case of a significant system downtime, assists in adjusting staffing and operational workflow.
• 5. CLERICAL SUPPORT AND TRIAGE FUNCTIONS 5.1 Using a variety of resources and avenues assesses the needs of our customers at various contact points and takes appropriate steps to either meet the needs or refer the customer to the appropriate person or department for resolution. 5.2 Ensures that clerical support staff responsibilities are performed accurately. 5.3 Effectively coordinates the expectation with the clerical supportive staffs when communicating the patients/physician needs with others. 5.4 Coordinates the flow of patients or clinicians to ensure that all aspects of the Clerical support process are complete.
• 6. BOOKING AND SCHEDULING FUNCTIONS 6.1 Oversee staff who schedule surgical booking appointments in accordance with established medical and hospital policies and procedures. 6.2 Demonstrates and applies sound knowledge of Admitting's SDK system and Epic surgical booking system. 6.3 When appropriate, communicates booking and scheduling information to Charge Nurse, Anesthesia Attending and co-workers and other departments to ensure a smooth admission process for the patient

Qualifications

EDUCATION

Associate Degree required, Bachelor's Degree preferred. Degree in health science or business preferred.

EXPERIENCE

Previous supervisory experience required. Three or more years experience in a hospital environment with emphasis on registration, scheduling, and patient tracking functions. Experience should involve compliance with scheduling and customer service policies as noted in the medical bylaws and the clinical necessity of admissions.

SPECIAL SKILLS

Excellent interpersonal skills and leadership ability. Has the ability to effectively communicate with all disciplines and all levels of customers both written and verbal. Ability to work in a fast-paced changing environment. Ability to respond to unpredictable, changing situations and needs, (including clinical crises on the unit and otherwise stressful situations and interactions) with sound judgment and excellent customer relations skills. Strong working knowledge of PC's and related software to prepare a variety of reports. Must be able to work under constant pressure and use strong organizational skills. Demonstrates working knowledge of Medical Terminology.

YNHHS Requisition ID

118514