STANDARD I: KNOWLEDGE & SKILLS The Emergency Department Services Clerk demonstrates competence in performing all general office procedures required in the Emergency Department.
Operates applicable computerized and automated systems/equipment, i.e. addressograph, printers, computer, credit card machine, datacard machine, pneumatic tube system.
Effectively operates components of the department’s communication system with courteously and respect, ie. Rohm phone, fax machines, copier, paging system, pre-hospital lines
Demonstrates technical proficiency as evidenced by performance on skills checklist
Greets patients warmly; responsive to requests from waiting room
Communicates with MSE and Charge Nurse on patient flow.
Completes, recovers or retrieves registration accurately utilizing either automated or manual methods as required.
Ensures signature(s) are obtained for authorization for treatment.
Completes all exception registrations and provides proper electronic documentation to facilitate follow-up.
Effectively implements manual procedures during computer “down times”.
When available, reviews photo ID for positive patient identification and arm bands all patients.
Stamps ED Record with date and time of registration. Ensures all pertinent ED paperwork is accurately labeled with patient name and MRN.
Completes daily auditing of emergency department logs for ED Min-Rec.
Assigns 72hr follow-up when needed.
Demonstrates correct cash handling procedures by:
(a) Complying with registration policy regarding collection of co-pays, fees and DME charges.
(b) Handling assigned cash fund in accordance with facility cash handling policy
(c) Accurately completes “cash drawer” screen in Health Connect
(d) Accurately prepares and delivers registration envelopes to Business Office per policy.
(e) Follows proper security procedures for cash in locked drawer and maintains change for cash fund
Assists with answering and responding to incoming calls to the ED, to include TTY, access phones and ambulance phones. Accurately records patient information called to the ED and communicates the information timely to appropriate physician/nursing staff.
Completes notifications to other departments/locations as directed by physician and nursing staff. Demonstrate the ability to receive and disseminate information appropriately.
Initiates and completes additional forms including, but not limited to, request for medical records, privacy notice.
Delivers lab specimens at ED drop off locations to the main laboratory.
Utilizes functions on Healthconnect and communicates to clinical staff regarding updates on patient status, i.e. lab results back; tests scheduled; hourly census.
Faxes paperwork within the medical center and to other facilities as appropriate.
Notifies Charge Nurse of MCI/blast phone alerts.
Orders charts and other patient information as directed.
Processes time sensitive paperwork, i.e. report forms, within designated timeframes.
Documents and communicates clear and concise information to assist with patient admit process:
(a) Utilize functions on HealthConnect system.
(b) faxes required paperwork to Admitting and Pharmacy Departments
(c) completes log book accurately and in full
(d) communicates to room nurse/charge nurse bed availability in a timely manner
Reviews all ED paperwork for completeness and enters required information. Seeks assistance from charge nurse when needed.
Tears down and distributes completed emergency department paperwork to appropriate destinations.
Accurately and legibly records pertinent information on Emergency Department paperwork as indicated.
Records and updates accurate patient data into information management systems after patient interactions, i.e. patient demographics, KITS, HIPAA.
Books appointments accurately utilizing computerized systems and written department guidelines. Routes requisitions and charts appropriately.
Mails required reports/patient letters to appropriate destinations, i.e. EMS reports, police reports, certified letters, Kaiser Cards. Distributes incoming mail to appropriate locations in a timely manner.
Accurately sorts and files ED records according to guidelines.
Photocopies ED records as necessary, assuring a legible copy.
Completes necessary HIPAA paperwork per policy.
Maintains an adequate supply inventory of all clerical forms and supplies.
Assists with telephone calls as directed by manager/designee.
Returns incomplete ED paperwork to appropriate staff member for completion.
Performs other clerical duties upon request or as assigned.
STANDARD II: TEAMWORK/INTERPERSONAL INTERACTIONS:
The highest level of customer service will be delivered at all times. The Emergency Department Services Clerk promotes a positive work environment; fostering teamwork and open and courteous communication among all colleagues.
Demonstrates sensitive and caring attitude toward patients and families and respects their rights.
Consistently communicates in a courteous and respectful manner. Maintains open, courteous, professional and respectful communication. Acknowledge patients and address by their full name.
Responds promptly to patients’ requests for assistance even when unable to immediately meet needs.
Demonstrates courteous telephone skills: identifies self and department, courteously identifies caller’s needs; effectively determines how the needs can be met; demonstrates a helpful, informative, and non-judgmental attitude towards callers.
Pages appropriately, utilizing courteous and confidential messages.
Alert appropriate personnel if patient requires immediate attention.
Notifies nursing staff regarding ringing monitor alarms.
Collaborates with all other members of the team to effectively assess, plan and distribute work to assure the accurate and timely completion of work.
Completes/follows up on outstanding tasks identified from previous shifts to ensure continuity of care.
Participates in constructive problem solving.
As required, assists in orientation of new employees in a professional manner; giving accurate information at all times; utilizing facility and department policies.
STANDARD III: QUALITY IMPROVEMENT/WORK STANDARDS
The Emergency Department Services Clerk commits to high standards of performance in the department; striving to constantly improve ED processes and delivery of quality health care to patients.
Follows appropriate chain of command when seeking solutions to patient care problems. Seeks guidance/validation when necessary to clarify scope of practice.
Maintains safe working environment and reports, intervenes appropriately and documents unsafe conditions &/or adverse patient conditions.
Practices safety precautions in performance of daily activities (i.e., proper body alignment) as evidenced by low association with injury.
Demonstrates awareness of unit fire safety procedures as evidenced by ability to locate and describe appropriate actions and use of emergency equipment. Maintains current knowledge of and adheres to all department and medical center safety guidelines, policies and procedures, including Infection Control, Hazardous Materials, Emergency Preparedness, life safeties, visitor policy, body mechanics.
Maintains strict confidentiality of patient records and discusses patient information with only privileged persons who have a need to know.
Actively utilizes policies, procedures, protocols for sound decision making. Identifies appropriate resource policy manuals/able to utilize ED website.
Interactions consistently reflect age-specific knowledge related to care/assistance needed and an awareness of cultural differences. Communicates patient/family needs to appropriate health care team members.
Facilitates communication and smooth functioning of unit during crisis episodes.
Identifies “at risk” patient situations and reports concerns to RN (fall precautions, security standards, situations of abuse, impaired adult).
Participates in the evaluation of provided service through performance improvement activities and actively participates in resolution of issues.
Updates and verifies Emergency Department logs.
Utilizes facility and department forms according to guidelines; documenting legibly and utilizing only approved abbreviations.
Adheres to legal and regulatory requirements of position in the Emergency Department.
Completes work within limits of shift in a timely manner.
Performs assigned routine tasks with minimal assistance.
Demonstrates effective organizational skills; carries equitable share of unit workload.
Manages a number of related activities at one time by prioritizing important issues as the workload changes.
Displays communication skills that demonstrate good service.
Displays attentiveness to members waiting on phone for information/referral.
STANDARD IV: PERSONAL ACCOUNTABILITY/ PROFESSIONAL DEVELOPMENT
The Emergency Department Services Clerk engages in activities and behaviors that characterize professionalism and a service of excellence utilizing appropriate resources. Emergency Department Services Clerk understands and accepts personal accountability for their actions.
Consistently completes unit records (timecards, O/T approval, sign-in sheets, etc.) accurately and in a timely manner.
Exhibits a reliable attendance pattern.
Observes all medical center policies, i.e. telephone usage, computer usage, etc.
Attends 75% of staff meetings; reads and signs off communications, minutes, memos, etc. verifying responsibility for the contents.
Maintains technical proficiency and seeks opportunities to improve and expand current skills and knowledge.
Complies with Departmental, Medical Center, and Regional Policies and Procedures at all times.
Portrays professional image; complies with applicable dress code and displays employee photo identification at all times.
Attends training sessions relating to new techniques, procedures and/or current issues as required for job functions on an ongoing basis.
Completes mandatory annual competency review.
Demonstrates compliance with requirements for position, i.e. annual ppd., BLS certification.
Develops and personally monitors progress towards professional goals in line with unit, facility and Regional goals.
Actively commits/strives to accomplish attainment of facility and unit goals.
Accepts feedback in a positive, self-development manner and pursues corrective action.
Grade 05QUALIFICATIONS:
High school diploma or equivalent
Six months work experience within the last 12 months required hospital/clerical setting or medical office preferred.
Basic knowledge and use of computer and computer keyboard (able to pass PC skills assessment)
Professional customer service skills
Revenue collection experience preferred
Ability to read, write, understand and follow oral and written instructions
Ability to effectively present information in one on one and small group situations to customers and other personnel within the organization.
Ability to use basic math.
Ability to work rapidly and accurately with phone, personnel and medical office preferred.
Ability to multitask, organize and prioritize and work independently with minimal supervision.
Proficient in medical terminology (able to pass standardized test).
Proficient in word processing, spreadsheet programs, etc. preferred.
Must be willing to work in a Labor Management Partnership environment
REQUIRED SKILLS TESTING :
35 wpm typing or 6000 data entry keystrokes (able to pass either test)
Medical Terminology
PC Skills assessment
COMPANY: KAISERTITLE: Departmental Clerk Grade 5LOCATION: Redwood City, CaliforniaREQNUMBER: 1245708External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.
