Unit Secretary - Pediatric ICU - University of Maryland Medical System

Located in Largo in the heart of Prince George’s County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince George’s County residents.

POSITION SUMMARY

Coordinates the gathering of preoperative information for each patient.

Principal Duties:

1.   Received admission paperwork and prepares chart.

2.   Coordinates schedule with OR-updates and notifies patient arrivals and delays.

3.   Phones physicians’ offices/laboratories to ensure that the required test results are obtained prior to date of surgery.

4.   Documents on master schedule patient arrival, cancellation reasons, time changes, add-ons, and other necessary information.

5.   Documents on afternoon schedule presence of all patient charts for the next day.

6.   Maintains security of confidential patient and department information by protecting medical records and the computer system from public access.

7.   Keeps work area clean and organized.  Orders and maintains adequate office/paper supplies.

8.   Reports system malfunctions or problems to MIS.  Implements downtime procedures, when necessary.

9.   Accesses ORSOS to print schedules and look up surgery dates, as needed, for self and other staff.

10. Performs additional duties as assigned by Department Manager or Charge Nurse.

Customer Service:

1.   Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2.   Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.

3.   Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4.   Keeps customer’s information confidential, including public places such as elevators or the cafeteria.

5.   Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6.   Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

Commitment to Co-Workers:

1.   Offers assistance to colleagues and other departments when needed.

2.   Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3.   Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4.   Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences.

5.   Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

Communication Etiquette:

1.   Respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions.

2.   Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3.   Does not text or use e-mail during meetings (except for exigent or emergency situations).

4.   Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5.   Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate).  Asks permission before placing the caller on hold or using the speakerphone.  If caller is transferred, gives the caller the extension number of the person he or she is being transferred to.  Offers further assistance to the caller upon completing the conversation.

6.   Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7.   Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8.   Always mindful of voice and language in public.

Self Management:

1.   Reports to work appropriately groomed and in compliance with the Hospital’s dress code.  Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2.   Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3.   Completes mandatory, annual education and competency requirements.

4.   Follows UM CAP safety, infection control and employee health standards.

5.   Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6.   Adhere to all UM CAP and department policies and procedures, including Code of Conduct and professional behavior standards.  Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences.  Provides notification of absences, lateness and vacation requests according to department guidelines.  Respects length of time for lunch and break times.

7.   Reviews, signs, and adheres to UM CAP and/or departmental confidentiality statement.

POSITION REQUIREMENTS:

Licensure/Certification/Registration

Required:   N/A.

Education/Knowledge

Attained Level: Entry level

Applicable Experience

Experience (years):          Required:  1 - 3 years                   

Experience (describe required & preferred):  Minimum of one year business or secretarial school training or equivalent.  Must be able to type 45 WPM.

Technical/Clinical Skills

Microsoft Office Suite Skill Level 

Word: Basic                                                  Excel: Basic

Access:  Basic

Basic knowledge and working experience with Medical Terminology

Communication Skills & Abilities

Select highest applicable level:  Exchange Information on Factual Matters

Problem Solving/Analytical Skills & Abilities  

Administrative Support

All your information will be kept confidential according to EEO guidelines.