Service Coordinator

To serve as a resource to the Hub and Spoke model. Centrally coordinates and prioritizes testing and services for patients admitted to the hospital from the Hub. Ensures service area schedules are optimized to meet patient demand and throughput/efficiency initiatives. Communicates and coordinates patient's testing needs with service area departments and nursing units.

Required Knowledge & Skills

Education: High School Diploma plus 1 year vocational school

Experience: Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Licenses and Certifications

*NONE REQUIRED

Qualifications

* Two years of acute care clinical or healthcare scheduling experience required.

* Must project a professional image.

* Must possess excellent written and verbal communication skills

* Ability to cooperate and work with interdisciplinary teams.

* Ability to handle stress situations or crisis well.

* Must be able to use various software packages. Must be proficient in Word, Excel and SharePoint

* Knowledge of office equipment (copier, fax, scanner and computer) for trouble shooting problems and instructing others.

* Excellent organization skills. Must be accurate and thorough.

* Must exhibit good professional ethics consistently.

* Must be able to function independently and use sound judgment.

* Excellent interpersonal skills for communication with individuals or groups to provide and gather information, provide advice and policy interpretation for employees and managers. Interacts with people of all socioeconomic backgrounds. Represents the organization and Nursing Administration to multiple groups, i.e. employees, and managers.

* Must be able to logically work through a process from conceptualization to implementation.

Statement Of Employment Philosophy

Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.

Functions

Area of Responsibilities

*COMMUNICATION: Demonstrates ability to understand, communicate, and influence others. The Service Coordinator uses a high degree of diplomacy, confidentiality, and tact. Role models an effective collaborative approach through interactions with other departments. Maintains effective, professional communication with all areas that interact with the hub. Effectively manages situations in a calm, objective manner and coordinates needed change. Communicates with the service area departments, Care Progression Leaders (CPL) and nursing to ensure patient preparedness (pre-procedure requirements -PPR) are complete.

*INTERDISCIPLINARY COLLABORATION: Committed to finding solutions to problems rather than blaming others. Demonstrates knowledge of rules, regulations, policies, and procedures. Serves as a role model for excellent customer service. Contacts CPL, nursing, service departments and or Central Scheduling for additional information needed to schedule patient for service needed. Collaborates with nursing and service departments to optimize the patient's itinerary.

*EFFICIENCY, STANDARDS AND COMPLIANCE: Knowledgeable regarding hospital policy and procedures. Knowledgeable in the functionality of the EMR. Assists director and managers in the identification, coordination and implementation and monitoring of unit specific process improvement opportunities which improve efficiency, maximize resource utilization, and provide a safe work environment. Demonstrates knowledge of own role in care coordination model. Remains current on service departments' specific service management policies and preferences.

*COORDINATION OF CARE: Ensures patients approaching discharge have high scheduling priority. Assists Care Progression Leaders, nursing and service departments with addressing service-related barriers to patient progression. escalates issues as appropriate. Constructs optimal schedule for patients with multiple service requests (complex patients). Continually re-assess prioritization of patients with changing conditions. Centrally prioritizes and schedules service demand for in-house patients.

*WORKQUEUE OPTIMIZATION: Manages service department order queue for both inpatient and outpatient schedules. Creates transport request to pull patients to service departments. Actively adjusts transport requests to ensure on-time service delivery.

Compliance Statement

Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.

Required Knowledge & Skills

Education: High School Diploma plus 1 year vocational school

Experience: Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Licenses and Certifications

*NONE REQUIRED

Supervision

*None

Qualifications

* Two years of acute care clinical or healthcare scheduling experience required.

* Must project a professional image.

* Must possess excellent written and verbal communication skills

* Ability to cooperate and work with interdisciplinary teams.

* Ability to handle stress situations or crisis well.

* Must be able to use various software packages. Must be proficient in Word, Excel and SharePoint

* Knowledge of office equipment (copier, fax, scanner and computer) for trouble shooting problems and instructing others.

* Excellent organization skills. Must be accurate and thorough.

* Must exhibit good professional ethics consistently.

* Must be able to function independently and use sound judgment.

* Excellent interpersonal skills for communication with individuals or groups to provide and gather information, provide advice and policy interpretation for employees and managers. Interacts with people of all socioeconomic backgrounds. Represents the organization and Nursing Administration to multiple groups, i.e. employees, and managers.

* Must be able to logically work through a process from conceptualization to implementation.

Definitions

To serve as a resource to the Hub and Spoke model. Centrally coordinates and prioritizes testing and services for patients admitted to the hospital from the Hub. Ensures service area schedules are optimized to meet patient demand and throughput/efficiency initiatives. Communicates and coordinates patient's testing needs with service area departments and nursing units.

Position Responsibilities

Contact with Others: Appreciable contacts as regular part of the job with others outside of the department or organization. Requires discretion and tact to give or get specialized information to perform duties of job.

Effect of Error: Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.

People Management Responsibilities

Supervisory Responsibility: Occasionally uses assistance of aide or helper in performance of task

Work Environment/Physical Effort

Mental Demands: Work involves a variety of complex problems to be solved under general organization policies. Ingenuity and judgment are required to review facts, plan work, estimate costs, and deal with factors not easily evaluated, interpret results, draw conclusions, and take or recommend action. Solutions to problems often require coordination with other departments.

Working Conditions: Generally pleasant working conditions/normal office environment.

Working Conditions Aspects for Immunizations

Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No

Directly works with Patients less than 12 months of age: No

Physical Effort: Light physical effort - Much of work done while sitting but with more than normal standing or walking. Handles light materials intermittently. Office or laboratory work requiring more than normal visual effort.

Physical Aspects

Bending: Occasional = 1% - 33% of the time

Typing: Constant = 67% - 100% of the time.

Manual Dexteritypicking, pinching with fingers etc.: Occasional = 1% - 33% of the time

Feeling (Touch)determining temperature, texture, by touching: Not required

Hearing: Constant = 67% - 100% of the time.

Reachingabove shoulder: Occasional = 1% - 33% of the time

Reachingbelow shoulder: Occasional = 1% - 33% of the time

Visual: Constant = 67% - 100% of the time.

Color Vision: Constant = 67% - 100% of the time.

Speaking: Constant = 67% - 100% of the time.

Standing: Occasional = 1% - 33% of the time

Balancing: Occasional = 1% - 33% of the time

Walking: Occasional = 1% - 33% of the time

Crawling: Not required

Running - in response to an emergency: Not required

Lifting up to 25 lbs.: Occasional = 1% - 33% of the time

Lifting 25 to 60 lbs.: Not required

Lifting over 60 lbs.: Not required

Handlingseizing, holding, grasping: Occasional = 1% - 33% of the time

Carrying: Occasional = 1% - 33% of the time

Climbing: Occasional = 1% - 33% of the time

Kneeling: Not required

Squatting: Not required

Tasting: Not required

Smelling: Not required

DrivingUtility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required

DrivingClass C vehicles: Not required

DrivingCDL class vehicles: Not required

N95 Respirator usage (PPE): Not required

Hazmat suit usage (PPE): Not required

Pushing/Pullingup to 25 lbs.: Occasional = 1% - 33% of the time

Pushing/Pulling25 to 60 lbs.: Not required

Pushing/Pullingover 60 lbs. : Not required