Receives incoming patient and clinician calls in a courteous and efficient manner, pre-screens and re-directs or triages calls to appropriate staff/departments/patients and accepts or relays messages where required.
Act as the “friendly face” in greeting patients and families and answering any questions that they may have (e.g., food services, parking prices).
Replenish and re-stocking of Personal Protective Equipment (PPEs).
Monitor inventory and complete proactive requisitioning of supplies (SAP/Grand &Toy), linen and equipment.
Organize and alert team of patient transport arrival and departure time (e.g. Diagnostic Imaging appointments while patient is on inpatients).
Update Estimated Date of Discharge (EDD) on Epic Unit Manager.
Complete and submit biweekly payroll function (entry, adjustments and audit).
Facilitate staffing and scheduling needs for department at the direction of the Clinical Manager (e.g., produce schedules in EZ Schedule or MS excel, makes staffing request calls).
Fax various documents, such as prescriptions, discharge summaries and referrals.
Verify patient demographics, contact information, OHIP or other healthcare insurance (e.g., preferred accommodation).
Maintain clipboard patient charts (e.g., consent forms, prints discharge instructions and prescriptions, etc.).
Arrange for virtual rounds, multi-departmental meetings and interpreters.
Create downtime packages for when EPIC undergoes a system update.
Ensure that Business Continuity Access (BCA) bins are stocked (EPIC downtime forms).
Re-scan and index documentation into electronic medical record (EMR) within defined turn-around time.
Supports on unit auditing (e.g., hand hygiene audits, patient/family satisfaction surveys).
Track and record data to meet extramural/internal reporting obligations and satisfy funding agreements.
Assist care teams in improving patient safety such as reducing avoidable falls and high-pressure injuries.
Proactively keep staff in the know of patient needs (rounding/responding to call bells etc.)
Patient support at direction of interprofessional staff (e.g., Transportation).
Assist during emergency codes by calling codes (blue, white, yellow etc.) by making notification phone calls, paging staff members, call backs and other tasks as defined in the Hospital’s Emergency Measures Manual.
Support wayfinding to allow visitors and patients to navigate the hospital to get to where they need to be.
MyChart Champions (e.g., assist with downloading app, setting-up account, etc.)
Offer customized program, unit and institutional knowledge to patients and families on day-one of admission to help welcome and orient patients to unit.
Support care teams in discharge planning (e.g., booking family meetings, support with arranging transportation – external transfers, family/caregiver/ home care communication, print discharge documentation for patients/families).
Manage locked unit patient, family and visitor access (buzz people in and out as needed).
Contact Environmental Services to arrange for rooms to get cleaned immediately upon discharge.
Provide communication support to expedite inter-unit and inter-site patient transfers (Bed Allocation, Sending Unit, Receiving Unit, Sending Most Responsible Physician and Receiving Most Responsible Physician).
Utilizes the screening tools provided as needed to assess eligibility for entrance, including screening for signs and symptoms based on the screening tool.
Use of In-Basket to notify MRP, MRN, IP staff, as appropriate.
Clerical screening of incoming referrals i.e. ensure completeness and triage based on urgency.
Utilizes the screening tools as provided if needed to assess eligibility for entrance, including screening for signs and symptoms based on the screening tool.
Use of overhead intercom to locate nurses when patients call out, or medical teams / other services (physio, social work) are looking for them.
Medical terminology certificate required or completion within 3 months of hire.
Graduate of a Medical Office Administration Program or equivalent combination of post-secondary education and/or relevant experience.
Demonstrated strong knowledge of medical terminology within 3 months of hire.
Well-developed keyboarding/computer skills with a minimum keyboarding speed of 35 wpm with 80% accuracy (Skill testing will be administered)
Demonstrated experience in Clinical Information Systems, MS Word, Medical Terminology (skill testing will be administered)
Strong customer service skills (skill testing will be administered)
Demonstrated strong organizational, time management and prioritization skills with the ability to multi-task, adjust priorities, coordinate tasks and team members, show strong self-initiative and work well in stressful situations
Excellent interpersonal, communication, documentation skills with the ability to work well with patients, families, all levels of staff and the community.
Demonstrated initiative, stewardship and teamwork skills.
Demonstrated excellence in problem solving and critical thinking skills.
Demonstrated excellence in verbal and written English communication.
Maintains own competency and continually seeks ongoing education.
Seeks help and accepts guidance when a gap in competency is identified.
Demonstrates values consistent with SHN’s Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation.
Demonstrates an understanding of and commitment to SHN's comprehensive safety programs and practices including staff safety, patient safety, and environmental safety and participates in regular in-service education in this area.
Strong work ethic and commitment is required.
Demonstrated high standards of work outputs.
Highly punctual.
Demonstrated professionalism and reliability.
