Service
- Demonstrates courteous, polite, friendly and cooperative behavriors toward others.
- Supports and participates in activities that promote customer satisfaction.
- Utilizes approved hospital scripts. Courteously answers the telephone utilizing approved script (department, name and "may I help you").
- Assists in answering call lights when on the nursing units (includes ancillary and non-patient care personnel). Answers call lights within 5 minutes (nursing personnel).
- Acknowledges patients/guests/others immediately upon entering the department/work area.
- Communicates and follows the organizational chain of command for notification of patient care/service issues, when appropriate.
Quality
- Policies/Procedures - Is aware of and follows all hospital and departmental policies and procedures.
- Knowledgeable of performance/process improvement (P.I.) methodology.
- Offers suggestions for department and/or hospital-wide performance process improvement. Intervenes to correct problems (patient & system) as they occur. Notifies manager/director of actions and outcome. Participates in the performance/process improvement process as a condition of employment.
- Completes required logs and quality controls as per hospital/department requirements (crash cart, 24-hour chart check, narcotic count, refrigerator logs, etc).
- Appearance - Projects a professional image, follows the hospital dress code policy and/or department requirements. Wears hospital ID badge at all times on duty.
- Work Habits - Readily accepts work assignments in a positive manner. Performs work that is accurate, neat and consistent. Documentation is legible.
- Safety - Keeps works area neat and maintains equipment in accordance with health and safety codes. Uses Standard Precautions in all patient contacts. Provides a safe environment for patient/family & visitors, and reports safety issues and equipment failures appropriately.
- Confidentiality - Sensitive information including but not limited to, patient records, charts, hospital documents and employee information is kept confidential without exception.
- Ensures that the rights of all patients are respected and maintained by allowing for privacy, cultural diversity and dignity in the provision of care.
- Demonstrates organizational skills in the form of prioritization and time management.
- Attendance - Employee reports to work each regularly scheduled workday.
- Punctuality - Clocks in by the scheduled start time of the shift and is ready for work. Continues working until scheduled departure time. Leaves as scheduled without incidental overtime. Clocks out and in for meal periods.
Growth
- Identifies and communicates opportunities to improve service or care.
- Participates in hopsital/department committees to improve service and streamline organizational processes.
- Remains current in professional field.
- Attends 90% of required meetings.
Cost
- Ensures that personnel and supplies of the organization are used in a cost-effective manner.
- Identifies cost saving strategies for department/hospital.
- Productivity - Maintains high productivity and performs efficiently regardless of whether the work volume is high or low. Appropriately prioritizes work activities. Responds to difficult situations with self-control and a positive attitude. Makes decisions independently and knows when to ask for assistance. Exercises good judgement and arrives at sound decisions.
People
- Maintains required licensure, certifications, education & mandatory requirements. Completes annual requirements on time (Employee Update, Health Assessment, PPD, Ethics Training, CPR, and/or professional certification).
- Completes departmental key competencies and mandatory updates.
- Exhibits good communication and listening skills. Speaks clearly, actively listens.
- Able to work with diverse populations (patient, staff, physicians) under difficult and stressful situations. Supports the team approach. Committed to Target 100 values.
- Utilizes positive and constructive criticism to improve overall practice. Has a positive attitude.
- Teamwork: Understands and supports the needs of individuals in other departments, works as a team to achieve mutual goals.
- Performs any other duties or responsibilities that may be assigned.
Performs Registration Process
- Courteously registers patients.
- Completes registration process with accuracy.
- Completes registration process in a timely manner.
- Inputs information into computer with accuracy.
- Performs pre-admission procedure with accuracy and completeness.
- Performs patient discharge procedure with accuracy.
Maintains Admit, ER Discharge Logs
- Records patients accurately in appropriate logs with completeness and accuracy.
Accepts Patient Valuables
- Collects, logs and secures patient valuables for safe-keeping, following valuables procedure with 100% accuracy.
Calculates Patient Financial Responsibility, Issues Receipts and Collects Monies
- Approximates patient's financial responsibility.
- Makes collection attempt where patient has financial liability.
- Posts payments, issues receipts with 100% accuracy.
Collects Monies from Ancillary Departments
- Collects monies, issues receipts, posts payments with 100% accuracy.
Performs Patient Transfer Procedures/Discharge
- Accurately completes in-house transfer/discharge procedures.
Verifies Cash Box
- Counts and verifies departmental cash box at 1:00 p.m. daily with 100% accuracy.
Consents Signed, Witnessed and Addressographed
- Consistently obtains necessary signatures from patients, witnessed and stamps forms.