Ambulatory Care Assistant-Ambulatory Discharge -81395 8/27/2016
West Virginia University Hospital
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Job Title :
Ambulatory Care Assistant Discharge (81395)
Director, Ambulatory Nursing
Education and Experience
* High school diploma or equivalent required.
* Graduate of a Medical Assistant Program OR One year of clinical experience.
* Registration or Certification preferred.
* One-year experience as a Medical Assistant or patient care preferred.
* Obtain certification in Basic Life Support within 30 days of hire date.
SUMMARY: Makes telephone contact with patients within 24-48 hours after discharge to assess patient satisfaction, evaluate patient education, determine patient s compliance with discharge instructions, and identifies trends that may require improvement of practice, quality of patient care or hospital processes. Represents administration to WVU Healthcare patients, families and visitors in communicating relevant policies, responding to conflict, situations and providing service recovery. Responds to difficult service situations and supports families and staff. Models explemary customer service and professionalism.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.
* Makes telephone contact with patients within 24-48 hours after discharge to collect data regarding patient education, compliance with discharge instructions and patient satisfaction.
* Serves as a liaison between discharged patients and WVU Healthcare professional staff and clinical departments.
* Utilizes a centralized database to record and track patient s responses. Supports the clinical managers in recognizing employees deserving recognition as they are identified in the discharge telephone call process and reward process.
* Intervenes promptly when issues are reported by patient after discharge and provides hand off communication to the RN to address the patient s issues.
* Uses key words and phrases to strengthen the overall impression of WVU Healthcare and serves as a model for excellence.
* Responds to calls from staff and patients to serve as a liaison between clinical /non- clinical staff and patients/ families to facilitate two way communication, support and information. Responds to conflict situations with difficult patients/families throughout the campus. Provide prompt, sensitive, and professional response to each concern.
* Demonstrates basic computer skills, database management and typing.
PERFORMANCE STANDARD: Adheres to the established Performance Expectations for WVUH Employees in the areas of People, Service, Performance Improvement, and Shared Values & Culture.
* Proactively develops customer relationships by making efforts to listen and understand the customer (both internal and external)
* Anticipates and provides solutions to customer needs. Gives a high priority to customer service.
* Takes action that respect the needs and contributions of others contributing to and accepting consensus.
* Demonstrates positive communication in a prompt, pleasant and professional manner. Uses words that express respect, empathy and understanding in relation to cultures, beliefs and age.
* Conversation is appropriate at all times.
* Uses information from patient feedback to prioritize dissemination of information to appropriate personnel.
* Facilitate resolution of issues.
* Demonstrates Adaptability, Analysis, problem solving, follow up, initiative, judgment, planning and organizing with quality orientation and attention to detail
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The National Institute for Occupational Safety and Health recommends minimizing the need for employees to manually lift patients, and limit safe patient handling to 35 pounds. All transfers, lifts and re-positioning will be completed utilizing the lift equipment and/or other patient handling aids as indicated by the patient s profile and appropriate algorithms.
Work requires strength and/or stamina, lifting, moving, stooping, reaching, standing, walking, and carrying of materials and equipment weighing
Must be able position and/or lift patients, and stand or walk 4 to 12 hours per day.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.,