1. JOB SUMMARY:
This position is responsible for the order entry, order transcription, inter- and intradepartmental communication of the Medical - Telemetry Units. The Unit Secretary plays a key role in ensuring excellent customer satisfaction to our patients, families and visitors. Responsibilities include, but are not limited to: transcribes physician orders; center of communication to staff, physician and ancillary departments; maintaining unit logs, records; and the ordering of unit supplies. In addition, the Monitor Techs ensure the accurate monitoring of cardiac patients.
2. TECHNICAL SKILLS/JOB SPECIFIC SKILLS/* ESSENTIAL FUNCTIONS*
3. A. CUSTOMER SERVICE-G.E.M. PROGRAM (GO THE EXTRA MILE)
Takes personal responsibility for providing quality services every day.
All interactions are conducted in a professional manner; is supportive and consistently demonstrates behavioral standards. Reads Communication Book regularly.
Complies with time and attendance policies. Completes annual requirements.
Displays outstanding customer service skills:
Greets all customers warmly
Makes eye contact
Introduces self and calls patients/ customers by name
Provides all assistance needed in a friendly and caring manner
Looks for opportunities daily to "Go the Extra Mile" in not only meeting customer needs but exceeding expectations. Displays sensitivity to an individual's race, color, religion, sex, sexual orientation, national origin, age, disability or any characteristic protected by law. Respects, accepts and anticipates spiritual and personal needs.
Compassionate to patients, families, visitors, physicians and co-workers.
- Demonstrates kindness, compassion, courtesy and respect.
- Demonstrates good listening skills.
- Demonstrates a willingness to help.
Connection to patients, families, visitors, physicians and co-workers.
- Greets and performs tasks with a smile.
• Practices the 5 fundamentals of communication (AIDE-T) (Acknowledge, Introduction, Duration, Explanation, and Thank you). • Practices professional telephone courtesy.
Communication to patients, families, visitors, physicians and co-workers.
- Responds to patient's complaints/patient issues take priority.
- Accepts responsibility for actions.
- Demonstrates communication excellence.
Caring and professional with patients, families, visitors, physicians and co-workers.
- A team player and "spotlights" other members of the team.
- Lends a helping hand to co-workers without being asked.
- Keeps the workplace clean and neat.
- Offers to escort visitors to their destination.
- Refrains from personal conversations in front of patients, families or visitors.
- Maintains a positive, professional attitude.
- Communicates well with supervisor reporting problems with equipment or supplies.
- Exhibits willingness to resolve problems.
• Consistently projects positive, professional image through appearance and behavior. • Maintains quiet work environment in the nurses station.