Certified Nursing Assistant (223)

Company: Mercy Health System - WI
Facility: Mercy Harvard Care Center at Harvard
Department: HARVARD HOSP CARE CTR (18255150)

JOB SUMMARY: Is involved with patient care such as admissions, bathing, feeding, oral hygiene, ambulating, lifting and discharges. Reports to RN at beginning and throughout shift. Reports any status changes in patient condition to the RN. Able to accurately perform and document TPR and BP procedures for all patients. Familiar with and delivers care in accordance with the hospital and departmental Mission, Vision & Values. Works every other weekend. May be required to work alternate shifts. Performs other duties as assigned.
EDUCATION, TRAINING, AND EXPERIENCE; CERTIFICATION/LICENSURE: Graduate of high school Certified as Nursing Assistant in Illinois. Current active CNA certification in the State of Illinois.
AGE OF PATIENT POPULATION Adult to Geriatric
COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies:

Quality
Sets realistic goals and works towards same while maintaining flexibility to adapt to change
Actively participates in department and performance improvement efforts (cross-functional team) to enhance quality in the department
Actively participates in activities to assist in meeting the system and/or departmental quality dashboard indicators_
Knowledge of and commitment to complying with appropriate regulatory standards
Protects privacy and confidentiality of customers, patients and partners in accordance with MHS policies, the Code of Ethics and HIPAA laws
Knowledge of and commitment to complying with appropriate system and department regulatory standards

Service
Uses Critical Moments of Service (CMOS) communication tools as outlined in CMOS booklet, such as greeting customers and using customer name as appropriate, etc.
Anticipates when customers are in need of assistance, engages them, and meets and exceeds expectations
Demonstrates courtesy to all patients and customers
Communicates with patients, customers, and families at a level they can understand. Confirms with customers that they understood after communicating information
Uses appropriate interpersonal communication skills
Uses scripts appropriately, including proper phone and email etiquette
Demonstrates that patients and customers come first
Provides patients and customers with exceptional service resulting in healing in the broadest sense
Problem resolution: Takes the L.E.A.D, uses a Customer Comment Card appropriately, goes above and beyond customers expectations to fulfill their needs and desires
Quickly responds to customers needs, keeps wait times to a minimum and informs customer of potential delay
Takes personal responsibility to continuously ensure a safe, clean, quiet, and friendly environment
Actively participates in department and performance improvement efforts to achieve departmental customer satisfaction survey goals (HCAHPS, Press, Ganey, AMGA, NCQA, Internal Customer Survey, etc.)
Actively participates in activities to assist in meeting the system and/or departmental service dashboard indicators
Performs all tasks with a commitment to excellence
Treats all patients and customers with courtesy, kindness and respect
Demonstrates a professional, caring, and positive attitude
Demonstrates compassion to the customer by expressing empathy, actively listening, and showing concern to customers wellbeing
Adaptive to the unique and diverse needs of customers
Maintains a professional appearance and follows MHS and departmental dress code policies
P class=MsoNormal style=MARGIN: 0in 1in 0pt; tab-s Part-time Night Shift