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Smilow Cancer Hospital · 1 week ago

Periop Communication Associate

New Haven, CT

Full-time

Onsite

Entry Level

2+ years exp

Smilow Cancer Hospital is dedicated to providing exceptional care, and they are seeking a Periop Communication Associate to support patient care activities within the Perioperative Services Department. This role involves acting as a liaison between the surgery team and patient care, managing patient check-in and scheduling processes, and ensuring effective communication and patient flow.

Hospital & Health Care

Responsibilities

Communication Liaison: In a pleasant, courteous and professional manner performs reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met

Able to call and/or page necessary individuals/teams at the direction of the surgery team and follow-up to ensure timely response

Research and respond to visitor inquiries regarding patients' status, providing information as appropriate

Coordinates all in-house communication regarding patients and information received on the 1 (800) trauma line in an effective manner as dictated by policy and documents this activity

Records and processes the following information accurately 100% of the time: referring Physician's name, office address, phone number; patient name and date of birth; and patient disposition (i.e., who patient was referred to, whether transfer occurred, etc.) as it relates to the Physician Referral Service and Transfer Service

Remains at desk and responds to nursing and medical staff requests in emergency situations (i.e. codes)

Initiates requests for services, including but not limited to requests to EA / OR Associate for cleaning of patient rooms and transporting patients

Completely documents all activity related to patient transfers in the appropriate location, allowing for timely follow-up if necessary

Coordinates transportation arrangements for discharge (taxi, ambulance or chair car) to another facility as needed/directed

Medical Record Maintenance: Maintains all patients' medical records and forms relating to medical status and care maintaining HIPAA compliance

Receives, reviews, sorts, prioritizes and scans necessary documents received

Disassembles patient record completely at the time of patient discharge and places old medical record with Peri-op record. Ensures that advanced directive is with paperwork on transfer to inpatient unit

Registration/Admitting: Initiates and completes patient visit information in accordance with protocol to manage the OR Status Board related to prioritizing the patient flow for the registration process within Perioperative Services

Collects necessary patient demographic and insurance information when completing the registration process; collects co-payments and/or deductibles due at the time of surgery as needed

During the arrival process, properly identifies patients in a timely and accurate manner while adhering to Patient Identity/Red Flag rules ensuring patient safety

Prints patient identification label and places ID band on all patients to assure proper patient identification

Proficiently processes the various types of patient bookings (direct admits, inpatients, etc.)

Escorts patients (walking or wheelchair) to treatment areas as needed

Maintains the visitor volume and adheres to visitor pass restrictions protocol

For directional purposes, displays detailed knowledge of the overall department locations within the hospital, being able to provide directions to surgical patients (and support departments as needed) at each access point

Surgery Scheduling: Coordinates and supports tasks related to patient surgical scheduling

Monitors add-on case depot for case placement coordination utilizing information via epic case entry function

Gathers booking sheets and consents from the clinic via fax, following up for completion when necessary

Updates patient Status board

Upon receiving bed assignment, notifies RN and places location on Status board

Emergency preparedness, i.e. Level 1 or Level 2 cases: must be proficient in downtime and incident planning

Customer Service: Provides excellent Customer Service in accordance with YNHHS protocol

Ensures smooth functioning of processes to ensure a positive patient experience by acknowledging and receiving patients, physicians and visitors to the department following YNHHS Standard of Professional Behaviors

Arrives to work dressed in the appropriate uniform as identified by the department 100% of the time

Demonstrates YNHH Values by doing the right thing; putting patients and families first; valuing all people; being empathetic; being responsible and taking action

Contributes to a positive work environment, actively discouraging `we vs. them? thinking, helping others

Resource Management: Utilizes Health System and Department resources to effectively support patient experience

In collaboration with Supervisor/Manager, provides support in other Perioperative service areas, routinely providing coverage as necessary to maintain skill sets

Participates in designated committees, staff meetings, workgroups, and attends all in-service to support team building and communication enhancements

Independently optimizes time related to role

Orders office supplies and forms, both stock and non-stock, and otherwise maintains inventory and supply orders in a timely manner to prevent total depletion of stock as needed

Performs all functions in accordance with established policies and procedures

Identifies and recommends optimizations for Perioperative patient communication/coordination activities

Performs other duties as assigned by Leadership

Qualification

Customer service experienceMedical office experienceScheduling proficiencyMicrosoft OfficeInterpersonal skillsSelf-directedMultitaskingTeam-orientedCritical thinkingProblem-solvingWritten communicationOral communication

Required

High school diploma or GED required

Two (2) to three (3) years in a customer service environment and/or administrative clerical experience preferably in any medical office or hospital setting, with emphasis on registration and/or scheduling

Ability to utilize PC Applications, including Microsoft Office

Self-directed, well organized and exhibiting team-oriented skills with the ability and desire to educate and advocate for patients and their families

Must be able to multitask and reprioritize in response to fluctuations in volume

Strong interpersonal skills and ability to build rapport with a wide variety of individuals including clinical staff to meet operational and patient needs

Excellent investigative, critical thinking and problem-solving skills

Intermediate computer skills and the ability to adapt to various programs/systems

Demonstrated proficiency in understanding registration work queues that affect workflow

Must be able to provide training or in-service to other staff and areas within the department

Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines