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Under general supervision of the Nurse Manager/Charge Nurse, the Patient Services Specialist (PSS) is responsible for supporting patient care and providing clerical, environmental and customer service support for the patient care unit. As a central member of the inpatient care team, she/he provides patient focused care through use of customer service strategies; communicates effectively with medical staff, patients, visitors, and other medical center departments to facilitate patient care; and coordinates unit activities by acting as the communications center for the nursing unit: handling all unit paperwork (i.e., including chart maintenance and patient information, etc.), triaging telephone calls, accessing and entering information in computer programs and participates in non-nursing activities. The PSS exercises independence in the planning and accomplishment of a wide spectrum of clerical duties. The PSS maintains inventory of supplies and equipment. She/he partners in the orientation and training of professional and support staff, nursing and medical students, and PSS.
Standards of Performance
• Follows service culture guidelines.
• Prioritizes duties to maintain patient safety, smooth unit operations, and customer satisfaction.
• Follows integrity and compliance guidelines.
• Demonstrates respect for patient’s values, lifestyle, spiritual needs and/or cultural diversity in all interactions.
• Maintains confidentiality of written and verbal patient information according to policy.
• Demonstrates knowledge of common medical terminology and use of approved abbreviations.
• Demonstrates ability to use paging and phone systems effectively.
• Demonstrates ability to answer and triage phone calls and call lights, and acknowledge/address the concerns of patients and/or family members.
• Demonstrates knowledge of patient, facility and environmental emergency procedures, initiating codes when applicable.
• Stays informed of and contributes to unit quality assessment and improvement projects.
• Demonstrates competency for transporting and handling of blood, blood products, and/or specimens.
• Demonstrates competency for transporting of patients to and from scheduled appointments.
• Demonstrates knowledge of computer systems, including ICS, REG/ADT, ORCA and Mindscape.
• Demonstrates ability to order and/or maintain equipment and supplies from Materials Management.
• Demonstrates ability to read and understand physician orders.
• Demonstrates professional phone etiquette.
• Assists with donning and doffing of all staff
• Manage checklists and assist with assigning jobs to COVID RNs
• Replenishes isolation cart supplies
• Helps clean used equipment
• Helps remove waste in doffing area, and clean ancillary areas
• Ensures tissue test is conducted once per shift, for negative pressure area
• Assists with transportation of patients coming from the ED or discharging/transferring from the unit
• This staff can float roles and units based on needs of COVID units as indicated by COVID Ops RN/COVID Resource Lead.
• Coordinates admissions, discharges and transfers with the charge nurse and patient placement.
• Responds to delegated tasks in a responsive and timely manner.
• Communicates messages promptly. Takes accurate messages and relays patient information to appropriate staff member. Escalates repeated patient requests to appropriate staff or the charge nurse.
• Coordinates transportation including paperwork to and from other facilities and for diagnostic tests.
• Facilitates prompt and smooth discharge of the patient by:
o coordinating discharge medications,
o arranging follow-up appointments,
o assembling pertinent medical record information for the receiving
o communicating all of this to the assigned nurse and charge nurses.
• Reports previous shift activities and remaining tasks to oncoming PSS and/or charge nurse.
• Facilitates patients getting to exams and diagnostic tests. Coordinates ordering of lab tests, diagnostics, and other testing.
• Maintains a clutter-free desk area.
• Discusses prioritization of unit needs with the charge nurse.
• Communicates STAT orders and emergent/urgent test result to staff immediately.
• Updates and maintains ADT system and current census information and EPIC white boards in a timely manner.
• Delivers mail to staff and patients and distributes faxes to appropriate recipients.
• Monitors incoming computerized orders in a timely manner. Notifies RN of STAT orders.
• Assures proper working function of all office machines, phones and computing equipment (including mobile computing equipment) used on the unit.
• Assures downtime forms, charts and reference materials are in stock and ready for use.
• Completes and prints appropriate requisitions, schedules tests and appointments as ordered, meeting any necessary deadlines. Coordinates patient testing schedules with other departments.
• Assists Nurse Manager, Charge Nurse and direct patient care staff in daily functioning of the unit and patient care. Assists with staffing calls. Assists in inventorying shift change equipment (i.e. – Cell phones, telemetry boxes, etc).
• Prints acute care handoff sheets at the beginning of the nurse's shifts.
• Other duties as assigned.
Maintaining a Safe Environment
• Demonstrates awareness of and functions within safety, infection control, and emergency and equipment guidelines.
• Maintains a safe environment and identifies and reports all unsafe situations including Environmental hazards (electrical, chemical, other); uses appropriate precautions and follows OSHA standards.
• Knows current location and use of emergency equipment, such as, but not limited to, fire alarms, fire extinguishers, 02 shut off valves, circuit breakers, emergency exits, and elevator alarms.
• Knows and follows correct procedures to initiate appropriate emergency codes.
• Demonstrates flexibility in response to unexpected changes and emergencies on the unit.
• Recognizes and responds to patient, facility and environmental emergencies. Participates in emergency scenarios (e.g. fire drills, mock codes, and disaster drills).
• Notifies appropriate person/department of any safety hazard.
• Reports and tracks completion of unit maintenance and physical projects.
• Attends and participates in in-services and continuing education programs which directly affect practice and improves unit operations.
• Responds positively when learning needs are identified and accepts responsibility for seeking education.
• Meets attendance standard.
• Identifies own learning needs and seeks directions for growth.
• Participates in own evaluation.
• Attends and participates in unit meetings, committees and/or projects; reads minutes if unable to attend.
SEIU 925 unites 17,000 people in Washington who work in education from early learning through higher education, as well as members who work in local government and nonprofits. We work together to provide quality education for children and students, to ensure that education remains a state priority, and to strengthen our workforce. We provide quality public services to our communities across the state. The mission of SEIU 925 is to win political and economic power for working people to advance the well-being of our members, their families and all working people by developing leaders who are a voice for change in the workplace and solidarity in our communities.
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