Unit Clerical Support - Baystate Health

Req#: R23298
Category(s): Administrative Support, Unit Clerical Support
Full Time / Part Time: Part-Time
Shift: First


Reports to the Clinical Nurse Manager but daily activities are coordinated by the charge nurse.
Works with patient and family centered care teams to insure all business functions related to processing patient information, managing documentation, and organizing patient medical records are complete and 100% accurate. Files appropriate patient reports and other information for their records. Facilitates communication among staff, relaying messages/information and running errands. Facilitates patient throughput on the unit. Handles non-clinical admission for patients admitted directly to unit. Acts as receptionist for visitors to unit. Orients patients and families to the units, answering routine questions. Must possess basic computer and word program skills. Must have the ability to type. This description covers the essential functions of the position. Incumbent is expected to perform other similar and related duties as assigned. Management has the right to change or add to the job responsibilities at any time.

Job Responsibilities: 

1) Effective Customer Service Skills
Contributes to providing an environment that reflects exceptional customer service. Communicates effectively with families to make them aware of patient status. Maintains patient privacy and confidentiality at all times according to the established hospital procedures to ensure that the dignity and respect of all patients are maintained. Works courteously and efficiently to handle the requests of Endoscopy and O.R. staff at the front desk. Works courteously and efficiently with residents and other BMC staff who come to data entry office for schedules and other patient information. Assists individuals with information or directions whenever required or when individuals appear in need of help. Maintains the patients/customers sense of self-worth and dignity in difficult situations. Maintains a calm, controlled approach at all times. Consistently projects image of Baystate's services and systems in a positive manner.

2) Teamwork
Recognizes the importance of teamwork and its impact upon the effective and efficient operations of the department. Works collaboratively with professional staff to assist with clerical functions that would provide efficient patient processing throughout the system as evidenced by department supervisory staff. Recognizes the value and contribution of fellow employees as demonstrated by cooperation and teamwork. Contributes to meeting the fluctuating staffing needs of the department, as evidenced by flexibility in own assignments and work schedule. Recognizes when others are in need of assistance and consistently offers to help when own workload permits. Recognizes the importance of meeting team objectives ahead of personal ones as evidenced by completion of daily work assignments, accepting constructive criticism when appropriate, and adapting to changing needs and work methods. Contributes to the time management of the department by being punctual to work.

3) Financial Performance
Contributes to accurate billing procedures. Has excellent working knowledge of ORSOS Data Entry screens. Accurately and efficiently enters patient OR charge data. Follows team protocols for collecting data sheets entering data, in terms of data flow and timeliness. Accurately batch, record, and mail O.R. supply charge tickets. Knowledgeable about daily counts of sheets and works with appropriate individuals to obtain missing or incomplete charge data. Capable of working with Appointment Books within ORSOS to book an Add-On Case so that post-case data entry can be done. Understands and is able to carry out "Revenue Translation" within ORSOS. Able to reconcile OR and Anesthesia charges in transfer file to day's cases. Acts in a mentoring capacity to new members of the O.R. Associate Team, working with them to understand the data entry screens, principles of O.R. data flow, and overall working environment.

4) Surgical Case Schedule
Has excellent working knowledge of ORSOS Appointment Book screen. Understands and follows procedures for taking incoming calls from physician offices, collecting necessary data for patient booking. Has a solid understanding of Schedule deadlines and timing of responsibilities between Access Services, Endoscopy/O.R. Booking Office, and Endoscopy/O.R. Front Desk. Accurately works to obtain appointment times for patients and communicates effectively with physician office about case status. Incorporates requested changes to format in a timely manner.

5) O.R. Front Desk Duties
Performs a variety of duties including telephone triage, filing, mailing, logging, copying, retrieving, faxing and operating standard equipment. Provides information and answers routine inquiries in accordance with established unit guidelines. Answers all telephone calls within the time frames set by Department standards and/or Policy. Accurately receives and communicates all verbal and telephone messages in a professional manner as evidenced by no complaints throughout the year. Triages phone calls to appropriate nurse/provider as evidenced by less than 1-3 complaints in a year. Files chart copies, writes lab data, and other records daily as directed by supervisor and observed by departmental staff. Maintains, duplicates and distributes logs, records, reports, files and statistics as required and observed by supervisor and charge person.

7) O.R. Front Desk Duties-cont.
Works with Charge Nurse to develop and update the Add-On List, recording required information accurately. Knowledgeable about the ENDO/OR Board, understanding the recording of patient flow and updating the board in a timely manner or as requested by Charge Nurse. Punctuality requirements met 100% of the time.

8) General Support Duties
Provides assistance to the overall functioning of Surgical Services.

9) Interpersonal Skills
Consistently strives to offer explanations, respond to inquiries and needs, provide directions and initiate empathetic interpersonal skills in relationships with others as evidenced by receipt of no valid complaints. Tactfully handles difficult situations with patients, visitors, and co workers. Works well and cooperatively with supervisors and those in positions of authority. Demonstrates good rapport and cooperative working relationships with peers, Ambulatory practices, physicians, nurses, other BMC departments including outside medical and/or related personnel. Works cooperatively with team members.

10) Professionalism
Maintains a professional personal appearance and attitude while following BMC policies and procedures illustrating both initiative and reliability while performing duties. Strives to coordinate to achieve maximum productivity. Assists other employee with departmental duties and special projects to ensure effective use of time. Consistently shows the ability to prioritize work. Strives to adjust personal schedule (staying late, working weekends, other shifts) in cases of real departmental needs due to increase in patient registrations or to accommodate other employees paid time off. Performs duties in an independent manner with minimal direct supervision. Offers suggestions or positive changes in policies, procedures and forms. Recognizes and performs duties which are not directly assigned (keeping work areas neat, orderly and well stocked etc.). Maintains a neat, clean and professional appearance in accordance with departmental dress code guidelines.

11) Judgment.
Identifies the patients/family's members of customer's needs. Assesses the potential impact on the patient/customer when making a decision. Develops alternatives when the best course of action is not available.

12) Empathy.
Acknowledges what the patient and customer has said. Summarizes and demonstrates that he/she has listened to the patient/customer. Empathizes with the patient/customer. Identifies resources. Uses body language such as eye contact, smiling, etc. to demonstrate interest.

Required Work Experience: 

1) >6 months of experience in an OR Setting

Preferred Work Experience: 

1) None Listed

Skills and Compentencies: 

1) Basic computer skills

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



Non-Graduate (Required)


Cardiopulmonary Resuscitation – Other

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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