Yale New Haven Health is hiring : Periop Communication Associate in New Haven

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.

Under the general direction of the Communications Supervisor, and in cooperation with all the members of the patient care team, performs a wide range of customer relations, communications, administrative, and coordination functions that fully support patient care activities within the Perioperative Services Department. The Communications Specialist functions as a liaison between the surgery team and patient care activities within Perioperative Services. This role is responsible for processes related to patient check-in, check-out, registration and possible scheduling processes related to patients within Perioperative Services. Obtains and updates the patient\'s basic demographics while adhering to the Patient Identity / Red Flag procedures to ensure patient safety. Obtains the required financial documentation at the time of registration as needed. Additionally, this individual works in collaboration with patients, physicians, nurse professionals, YM / NEMG and various support service areas to accurately facilitate communication and patient flow activities, proficiently assesses and balances the patient volume in the pre-op, PACU and OR area, assuring efficient workflow processing, as it relates to clerical functions. Consistently exhibits emotional maturity to support and provide excellent customer service as outlined in the hospital\'s standards of Professional Behaviors. Remains a "grace under fire" within emergency situations as they arise. Processes a variety of in-patient bookings i.e. direct admission, surgery as needed; additional functions would include, but are not limited to escorting patients to their treatment location.

Supports leadership decisions related to the sequencing of complex physician and surgery scheduling. Under the guise of Perioperative Leadership, manipulates the surgery schedule as needed in coordination with the scheduling office, OR leadership, surgeons, equipment and assistants needed for the procedure. Is familiar with standard concepts, practices, and procedures within a particular field to comply with scheduling requirements and distributes pre / post-operative information to patients. A major focus in completing these responsibilities will rely on the individual\'s attention to detail, specificity and accuracy as it relates to the surgery, the supporting documentation and an extraordinary level of patient sensitivity and compassion. Position requires the individual to maintain a high awareness of Service Excellence representing \"I am YNHH\" and always exhibiting the Standards of Professional Behavior in all locations. Works independently under limited supervision, requiring a certain degree of creativity and latitude to successfully navigate complex scheduling and ensure a positive patient experience.

EEO / AA / Disability / Veteran

Responsibilities

Communication Liaison : performs reception and communication duties to ensure patient, visitor, and staff needs in support of Peri-operative Services are met. Call and / or page necessary individuals / teams as directed, and follow up to ensure timely response. Research and respond to visitor inquiries regarding patients' status, providing information as appropriate. Coordinates in-house communication regarding patients and information received on the 1-800 trauma line in accordance with policy and documents this activity. Records and processes essential information accurately for the Physician Referral Service and Transfer Service. Responds to nursing and medical staff requests in emergency situations (codes). Initiates requests for services (e.g., cleaning of patient rooms, transportation). Documents all activity related to patient transfers for timely follow-up. Coordinates transportation arrangements for discharge as needed / directed.

Medical Record Maintenance : Maintains all patients\' medical records and forms, HIPAA compliant. Receives, reviews, sorts, prioritizes, and scans documents. Disassembles patient records at discharge and places old records with Peri-op record, ensuring that advanced directives accompany transfer paperwork.

Registration / Admitting : Initiates and completes patient visit information to manage the OR Status Board and prioritize patient flow in Perioperative Services. Collects demographics and insurance information; collects co-pays / deductibles as needed. Properly identifies patients during arrival while adhering to Patient Identity / Red Flag rules ensuring patient safety. Prints patient ID labels and applies ID bands. Proficiently processes bookings (direct admits, inpatients, etc.). Escorts patients to treatment areas as needed. Maintains visitor volume and adheres to visitor pass restrictions. Demonstrates knowledge of department locations to provide directions.

Surgery Scheduling : Coordinates and supports tasks related to patient surgical scheduling. Monitors add-on case depot, gathers booking sheets and consents, updates Status board, and notifies RN of bed assignment. Supports emergency preparedness and downtime planning.

Customer Service : Provides excellent customer service per YNHHS protocol. Ensures smooth functioning of processes and a positive patient experience. Adheres to uniform standards and demonstrates YNHH values. Contributes to a positive work environment and teamwork.

Resource Management : Utilizes Health System and Department resources to support patient experience. Provides cross-coverage, participates in meetings, optimizes time, orders supplies, and follows policies. Identifies opportunities to optimize Perioperative patient communication / coordination.

Performs other duties as assigned by Leadership

Qualifications

Education : High school diploma or GED required. Associate degree preferred.

Experience : Two to three years in a customer service or administrative role, preferably in a medical setting with emphasis on registration / scheduling. Proficiency with PC applications including Microsoft Office. One year experience handling high-volume calls or as dispatcher is preferred.

Special Skills : Self-directed, well-organized, able to multitask and educate / advocate for patients and families. Strong interpersonal skills, ability to work with diverse staff. Excellent problem-solving, written and oral communication; intermediate computer skills; ability to train others; adheres to Standards of Professional Behavior.

YNHHS Requisition ID

157779

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