Serve as the first line of contact and a resource to Emergency Department patients/families. Act as a customer advocate and strive to better meet the needs of, and to support, patients and/or families. Utilize a customer focus to complete assignments and/or interact with customers, employees, applicants, and/or visitors in a courteous, attentive and conscientious manner. Respond quickly to parent, employees, applicants, and/or visitors' requests and concerns. Provide appropriate education/information to patients and/or families. Manage and resolve customer satisfaction issues taking initiative to manage conflict in a proactive fashion.
Maintain day to day operations, possibly including the allocation of personnel. Implement new and revised policies and procedures as necessary. May provide input on planning, evaluating and/or implementing programs and/or procedures. Give work direction to others. Understand and apply appropriate policies and procedures for work flow. Research and take the lead in the resolution of problems. Assist employees and managers in the interpretation of policies and procedures. Assist managers and employees in understanding procedures and requirements for assigned department/division. Take the lead as a source of information regarding departmental/divisional issues. May prepare related reports. May provide technical support as necessary.
·LEADERSHIP - ADVANCED
Support the development of staff by coaching and/or mentoring ESR team members, formally or informally. Serve as an expert resource to ESRs and other ED staff, department and hospital in ESR functions. Provide programmatic leadership of assigned areas to ensure departmental goals are met and staff is abreast of changes in key systems, such as Epic. Assist in the development of goals, standards, policies, procedures and practices. Assist in the implementation and monitoring indicators of quality. Proactively adjust one's style and/or efforts to complement those of others. Develop positive working relationships with ESRs/other ED staff and promote a positive and professional work environment/atmosphere. Serve as a liaison within the division of Emergency Services or organization, assume leadership in developing; evaluating or improving processes and procedures, and provide leadership on projects, initiatives or programs.
·COMMUNICATION - GENERAL
Effectively demonstrate communication skills related to conveying relevant information. Develop and maintain efficient internal communication processes to support the activities of the department/program. Openly communicate across many departments regarding clinical, patient care, physical and/or material resources. Keep key leadership, administrative staff and other stakeholders fully informed of projected and actual developments in a timely manner. Prioritize multiple requests for information. Assemble and distribute material for project communications if necessary.
Collaborate/participate in the formal or informal training, education, and/or development of ESR staff, new employees, patients, visitors, students, fellows, residents, and/or the community. May collaborate to identify ongoing educational/training needs. May be responsible for documentation and compliance. May provide related reports/data.
Collaborates with others to implement and evaluate ESR departmental or organization wide project plans. Accurately report tasks and status as or to the project lead. Work with functional lead to monitor and document information related to the project. Assist in defining measurements and outcomes. May act as the lead facilitating teams assigned to the project.
Assist in the maintenance, oversight, and/or management of compliance with applicable federal, state, and local regulatory requirements, such as JCAHO, HIPAA, and/or other accreditation standards. Understand and comply with applicable policies, guidelines, regulations, and/or accreditation standards. Document compliance as necessary. Maintain compliance with CCHMC Core Standards and code of ethics. May be responsible for ensuring that work areas are organized and present a safe, accessible, effective, and/or efficient environment for employees, patients, and/or families.
Ability to perform clerical functions with accuracy and attention to detail
·Communication - Intermediate
Good verbal, written and/or interpersonal communication skills
·Customer Requirement Skills
Identifying and understanding customer needs and expectations; accurately gauging how to satisfy these requirements
Willing and capable of independently making decisions
·Follow Instructions - Adv
Ability to follow complex written and verbal instructions
Persistently shaping the thoughts and actions of others to achieve desired results; generating excitement and continuously striving to gain support for one's ideas, plans, or courses of action
·Medical Terminology - Basic
Basic knowledge of medical terminology
Taking responsibility for guiding others' actions and providing direction to a group; stepping forward to take the lead in addressing difficult issues and making tough judgment calls
·EPIC - Intermediate
Proficient with EPIC
·MS Office - Intermediate
Proficient in Microsoft Office programs
·Physical Stamina - Light
Physical stamina sufficient to perform frequent bending, light or moderate lifting and extensive standing/walking
Being open to change and considerable variety in work activities; effortlessly adjusting to new or changing situations and unexpected events; altering one's approach to tasks and projects with minimal loss of efficiency
Ability to effectively manage multiple tasks simultaneously
Remaining composed and calm when faced with setbacks, disappointments, rejection, crises, stress or pressure; readily putting aside concerns to get the job done; taking a problem solving rather than an emotional approach when faced with a difficult situation; being even-tempered and non-defensive
Identifies problems and asks questions; escalates when appropriate
Ability to ensure that work areas are organized and present a safe, accessible, effective and efficient environment for employees, patients and families; ability and motivation to attend required Cincinnati Children's safety training sessions and apply lessons learned
Ability to lead and motivate others; basic knowledge of project management