Unit Secretary

Unit Clerk (UC) Shift would be Monday-Friday from 7pm-3:330am

Position Summary

Provides indirect care in the department setting. Meets communication needs of the department.

Transcribes physician orders with notation and signatures by staff. Prepares and compiles patient

records, and logs in the department. Maintains regulatory requirements, Initiates maintenance

and repair requisitions, orders and stock office supplies.

Demonstrate a high Level of Commitment to providing direct and indirect patient care to the

above identified population, as assigned in the acute care setting. Exhibit a Sense of Urgency,

appropriate to the situation, while communicating with

Physicians/Director/Manager/Charge/Primary Nurse/House Supervisor/Co-Workers about

changes in patient's clinical condition.

Performs clerical duties in assigned department exhibiting a Can Do Attitude. Participates in

quality and process improvement(s) in the department during all phases from planning to

implementing, and sustaining efforts, including taking corrective action if other employees fail to

carry out delegated duties.

Major Responsibility

SERVICE PERFORMANCE - 75%

Participates in providing cost-effective, quality, efficient clerical support, under the direction of

nursing personnel.

 Appropriately recognizes and communicates STAT orders, in a timely manner, to Charge

Nurse and Primary Care Nurse.

 Accurately transcribes orders in a timely manner; ensures notation by appropriate license

personnel. Utilizes Order Entry System accurately.

 Uses various communication systems/methods to notify Charge Nurse and Primary RN of

any pertinent faxed/printed documents and/or records in a timely manner.

 Is aware of patients' locations, in and out of the unit.

 Exhibits a solid Medical Terminology foundation for processing and/or transcribing

orders.

 Prepares, files, and maintains all patient and unit records and maintains proper chart

forms.

 Conscientiously utilizes supplies.

 Is able to manage and operate unit equipment safely and correctly.

 Maintains current copies of lab results and x-rays and makes them available to staff and

alerts staff to abnormal results, in a timely manner.

 Performs clinical duties including, but not limited to, filing of reports, copying material,

preparing admission packets, thinning charts, breakdown and discharge of patient charts.

 Demonstrates ability to network and/or collaborate with ancillary departments to ensure

proper/safe order entry. Responds to patients' needs, in a timely manner, within MT scope of practice.

 Maintains Unit/Department supplies - office, cardstock, forms/documents etc.

 Supporting the Medication Reconciliation process by ensuring all elements of medication

are present to perform order entry.

 Recognizes and reports abnormal data to Charge and/or Primary RN in a timely manner.

 Demonstrates the use of critical thinking skills and problems solving abilities in

coordinating clerical support under license supervision.

 Communicates, in a timely manner, to supervising RN any patients': needs, concerns,

questions, data collection information, or observed/reported safety or customer

satisfaction issues.

 Communicates information appropriately and clearly to

physicians/directors/managers/charge/primary nurse/ co-workers, in a timely manner.

 Demonstrates an ability to assist physicians/charge nurse/co-workers with locating charts,

pulling up reports, addressing customer concerns.

 Differentiates between patient problem and equipment malfunction and responds

appropriately completely the appropriate documentation as necessary.

 Recognizes and routinely performs report at the end of every shift, using available tools

and/or reports.

 Interacts and communicates with co-workers, patients, physicians, and other departments

to ensure a positive environment.

 Attends Twice-A-Shift Huddle to improve communication and support the delivery of

optimal, quality patient care.

 Presents a positive image of the hospital through effective use of human relations skills

and guest relations.

 Demonstrates an ability to be flexible, organized, and functions under

stressful/emergency situations.

 Contributes to the team concept and maintains a positive working relationship, both

within the department and with other departments, assisting when a need is observed or

requested, and offers constructive suggestions for improvements instead of complaints

 Demonstrates empathy, concern, and caring approach to patients and families.

 Assists co-workers willingly. Works as a supportive team member.

 Maintains confidentiality at all times to ensure integrity of the nursing departments and

patient rights.

 Places and/or answers telephone calls appropriately using appropriate Telephone

Etiquette.

 Accepts ownership and takes action to resolve customer needs and/or concerns.

 Is generous in acknowledging a job well done e.g. Language of Caring "The Gift of

Positive Regard."

 Maintains constant awareness of Verbal & Non-Verbal Cues related to customer

satisfaction.

 Demonstrates responsiveness to the needs of our patients, co workers and others.

 Works to anticipate and exceed their patient's, physicians, co-workers , direct reports and

customer's expectations whenever possible, and follows up to make sure that their needs

have been met. Handles themselves in a positive and professional manner through attitude,

communication, interaction and appearance.

 Uses words and behaviors that express consideration, concern and respect.

 Participates in appreciating and acknowledging the accomplishments of others.

 Identifies, independently, departmental work to be done and/or coworkers needing

assistance (beyond regular job responsibilities) and actively meets the need(s).

 Maintains an efficient and cost effective, work environment.

 Meets or exceeds customer service improvement targets as demonstrated by dashboards,

etc.

 Provides appropriate explanations to patients and families; answers questions within

scope of practice, meeting their psychosocial, and age specific and physical needs.

 Follows safety and aseptic procedures to ensure a safe and clean environment.

Demonstrates the ability to safely and competently use equipment in the provision of

department services per scope of practice

 Reports conditions and equipment that are unsafe and initiates means to ensure a safe

environment.

 Demonstrates safe use of supportive equipment of the acute and critical care patient

including but not limited to Telemetry Monitor, and Leads.

 Reports malfunctioning equipment which could compromise patient safety to charge RN.

 Accurately uses all equipment as delegated by nursing staff.

 Follows standard precautions policy and procedures.

 Demonstrates knowledge of Code announcements (Code Blue, Code Red, Code Gray,

Code Silver, etc), as stated in the Safety Manual.

 Demonstrates safe use of the supportive equipment.

 Respects the Rapid Response Process and work to proactively identify classic signs that

precede codes.

 Assists in crisis situations - performs CPR, assists in restraining violent patients, etc.

 Demonstrates knowledge and application of infection control policies and procedures

supporting standards of care.

 Appropriately documents and/reports all adverse incidents and/or responses to care and/or

treatment.

 Complete appropriate Risk Reporting documents thoroughly and within time outlined in

the policy.

 Participates in staff recognition activities in ways that reward behaviors reflecting

positively on Mission Community Hospital.

 Assists in planning, attends, and participates in team conferences, in-services, education

programs, and staff meetings, as required.

 Completes the mandatory in-service programs required by JC annually (fire safety, MAB,

CPR, and Infection Prevention).

 Attends 80% of staff meetings/in-services, as required by unit.

 Maintains current educational record, including licensure/certification per hospital policy. Offers and implements solutions to challenges/problems exhibiting a "Can Do" Attitude.

 Wears identification while on duty; uses computerized punch time system correctly.

VALUE ADDED - 25%

Supports and adheres to Mission Community Hospital's guest relations philosophy that serving

our patients, physicians, visitors, and co-workers calls for outstanding personal care and

attention.

Demonstrates the ability to safely and competently perform tasks and procedures

according to scope of practice and hospital policy and procedure.

 Facilitates and holds staff accountable for meeting department customer service standards

in the performance of duties.

 Transport patients in a safe, efficient and timely manner using appropriate method of

transportation.

 Responsible for overall Patient Satisfaction as measured by Patient Satisfaction Tool.

 Works to make a positive impression on patients, medical staff, guests, visitors and co-

workers.

 Shows concern by anticipating patient needs and adapting to their preferences.

 Consistently follows through with the commitments they make to patients, physicians, the

organization, their department, their job and fellow employees - including attendance and

arriving to work on time.

 Demonstrates a thorough understanding of the Language of Caring process consistently

during all customer interactions.

 Allows for privacy and modesty in the provision of care.

 Identifies self by name and title to patient/family especially while knocking to enter room.

 Demonstrates ability to utilize Monitors and eDocumentation system.

 Uses customer feedback and data to improve the patient experience, their own

performance and Mission Community Hospital processes.

 Greets all visitors, patients, and physicians with a smile and in a friendly, courteous

manner.

 Maintains a professional demeanor in all dealings with patients, visitors, physicians, and

co-workers.

 Interacts with patients and visitors in a way that conveys caring and preserves dignity.

 Shares ideas/suggestions that will contribute to improving the quality of patient

care/service.

 Avoid closed-end questions e.g. Do you have any questions? Instead, ask, "What

questions do you have for me?"

 Presents a positive image of the hospital through effective use of human relations skills

and guest relations.

 Demonstrates empathy, concern, and caring approach to patients and families.

 Maintains confidentiality at all times to ensure integrity of the nursing departments and

patient rights.

 Interacts professionally with patient/family and treats patients/families with respect and

dignity; ensures patient confidentiality. Demonstrates ethical decision making in their dealings with employees, patients, and

visitors.

 Immediately Greets/acknowledges customers warmly, with a smile, and immediately

when they enter department/unit/area.

 Does not point out directions, but immediately offers to escort and/or hand-off customers

to their destination.

 Honors the rights, privacy, and opinions of the patient and their families.

 Demonstrates commitment to Telephone /Intercom Etiquette at all times.

 Thanks patients and customers for choosing Mission Community Hospital and asks

"What else can I do for you?"

 Asks how the customer may be helped with interest and concern.

 End each customer interaction with, "Is there anything else that I can get for you?"

 Actively and attentively listens to comments and feedback from patients and customers.,

does not interrupt.

 Communicates the mission, ethics and goals of the Hospital as well as the focus statement

of the department.

 Offers and implements solutions to challenges/problems exhibiting a "Can Do" attitude.

 Greets/acknowledges customers warmly, with a smile, and immediately when they enter

department/unit/area.

 Listens attentively, does not interrupt.

 Accepts ownership and takes action to resolve customer needs and/or concerns while

utilizing Language of Caring "The Blameless Apology".

 Is attentive and responsive to the expectations of physicians, co-workers and direct

reports.

 Uses words and behaviors that express consideration, concern and respect.

 Assists patients, visitors, and staff without hesitation; if unable to respond to request,

seeks appropriate staff member capable of accommodating needs.

 Is positive and respectful with their patients and customers, even under difficult

circumstances, exemplifying Language of Caring Principles.

 Adheres to Institutional Policies and Procedures.

 Reports to work (on time and as scheduled) and ready to receive assignments; with

minimal absenteeism.

 Adheres to Mission Community Hospital's employee relations policies and procedures

e.g. English ONLY policy.

 Uses computerized punch time system correctly.

 Assumes responsibility for work attendance and appearance in hospital-designated scrubs.

 Understands and adheres to ethical code concerning confidentiality of patient matters.

 Follows appropriate Code notification procedures and functions in a Code situation

quickly and calmly.

 Complies with established policies and regulations, and acts in an ethical manner.

 Always in uniform and wearing badge above the waste during any hospital event.

 Consults with other members of the healthcare team to maximize problem identification

and appropriate interventions towards a positive patient outcome. Follows standard precautions policy and procedures.

 Meets dress code standards of assigned unit even during education activities at the

hospital.

 Reports to assigned work area on time, in time for huddle, and as scheduled; completes

work within designated time recognizing importance of Time Management.

 Maintains regulatory requirements.

 Completes annual requirements.

 Understands and adheres to ethical code concerning confidentiality of patient matters

 Ensures Tele Monitors are clean and accounted for at the end of every shift.

 Role models and assures compliance by patient care team members with hospital policies,

procedures, standards of care, accreditation and regulatory standards.

 Participates in department's continuous quality improvement plan by measuring,

assessing, and improving performance in order to impact the overall quality of clinical

and support activities/processes.

 Supports hospital's "Whisper Campaign" for a quiets/restful environment.

 Supports hospital's positive Value Based Purchasing (VBP) journey.

 Actively participates in Electronic systems implementation.

 Demonstrates ability to support/provide eVersion of patient medical record when

requested.

 Attends/participates in activities that contribute to professional growth and development

in ways that enhances value to the organization.

 Contributes to Whiteboard updates at the start and during every shift.

 Places and/or answers telephone calls appropriately utilizing appropriate Telephone

Etiquette.

 Uses customer feedback and data to improve the patient experience, their own

performance and Mission Community Hospital processes.

 Is actively committed to Mission Community Hospital's Customer Service Philosophy

"Language of Caring , when addressing patients and customers.

 Is positive and respectful with their patients and customers, even under difficult

circumstances, exemplifying Language of Caring Principles.

 Acts with a Sense of Urgency to correct any matters important to their patients and

customers or the hospital.

 Demonstrates ability to proactively perform Service Recovery effectively when patient

concerns arise.

 Consistently uses common courtesies like "please" and "thank you".

Notifies Biomed and/or Plant Operations when no "PM" sticker is found on equipment.

 Obtains necessary training prior to initial equipment use, while assuring equipment is in

operating order prior to use.

 Actively participates in the department's continuous quality improvement (CQI)

activities.

 Assures appropriate completion/documentation of unit logs, quality control measures and

participation in/compliance with performance improvement activities/projects. Serves as an active participant in departmental, interdepartmental, multi-department or

house-wide process improvement forums/task forces/committees.

 Answers recognized patient-call system within Employment Type NA