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Patient Support Service Associate

4 months ago

Cooperstown, United States Bassett Medical Center Full time

Overview:

Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible. Recently named a Forbes America's Best-In-State Employer 2022

Responsibilities:

The Patient Support Services Associate is the Face of Bassett to patients and visitors. It is essential that outstanding service, friendliness, a strong desire to help, and a willingness to make decisions that put the needs of our patients, visitors, and colleagues first, be the foundation of this position. The Patient Services Support Associate is under the supervision of Patient Support Services, and is responsible for the timely, accurate, safe and effective transfer of patients throughout the hospital complex, and the tracking, coordination, and delivery of relative equipment throughout the hospital. Has an understanding and adheres to all safety and infection control policies and procedures as related to the carry out of job related duties. The goal is to provide a safe and pleasant atmosphere for patients, physicians, staff and other clients. The Patient Services Support Associate is part of the Patient Support Services Team and provides assistance in other duties as assigned by Bed Management and Call Center colleagues. This positions is responsible for assisting where needed to help keep a constant workflow.

  • Responds appropriately to requests for services (as listed below) and completes all tasks with the patients privacy and wellbeing in mind. Responds immediately when paged and seeks necessary equipment/assistance to provide a safe transfer of the patient. Provides outstanding service as the foundation for completion of all tasks.
  • Follows established standards for priority and response as developed by Manager, Bed Management and Patient Support Services. Monitored through observation and customer satisfaction.
  • Code Blue/Rapid Response/Medical Assistance immediate response
  • Stat Labs and Pharmacy immediate response
  • Blood Bank pick-up/delivery of blood products immediate response
  • Patient Moves from/to Testing areas 5-10 minutes
  • Patient Transfers from one floor to another 5-10 minutes
  • Patient Discharges/Admissions 5-10 minutes
  • Stat Bed Requests from ER/OR 5-10 minutes
  • Patient Moves (room to room) 15 minutes
  • Equipment 15 minutes
  • Routine Labs 15 minutes (When Pneumatic Tube System is down)
  • Lifting Assistance 5-10 minutes as available
  • Equipment, Oxygen and Clutter Rounds as available.
  • Transports patients from various hospital units to and from appointments by wheelchair, stretcher, and/or escort. Uses precautionary measures and good judgment as required to ensure patient safety and satisfaction.
  • Ensures that patient has all needed equipment for safe transport and that patient has had basic needs met prior to transport ie: toileting and comfort and notifies nurse if needs are unmet. Ensures patient is ready to travel and ensures patient has non slip socks prior to travel.
  • Place patient feet on footrest of wheelchairs, make sure hands are inside stretchers and wheelchairs, make sure all bed rails are up prior to transporting, check for proper placement of linen items during transport, ensure proper placement of IV lines, oxygen tubing and Foley catheter tubing. Monitored through feedback from patients and other staff.
  • Brings all patient belongings necessary for test/transfer, i.e. dentures, with patient during transports. Monitored through incident/variance reports
  • Ensures Ticket To Ride is filled in accurately and completely, signs off on TTR when complete prior to transporting patient.
  • When returning patient to room, ensures the bed alarm is set, bed is plugged in, patient has easy access to nurse call light, and all cords are plugged in and not posing a trip hazard. Ensure bedside table is within reach and make sure the patient does not need anything prior to leaving. Removes clutter and unnecessary items as seen fit so room is free of obstructions for safety reasons.
  • Provides assistance with discharging patients, ensures all paperwork in Bed Management is completed and escorts patient and family to vehicle.
  • Notifies nursing personnel of patient arrival, ensures TTR is signed and oxygen tank, if applicable, is removed from the room after patient is connected to wall oxygen.
  • Is trained on Safe Patient Handling to provide safe care to all patients.
  • Is trained on Infection Control to ensure knowledge of different types of infectious process and how to safely handle patients to protect themselves and others.
  • Follows all guidelines, policies and procedures as set forth by Team Leader, Manager and Director and Bassett Medical Center as they pertain to this position.
  • Ensures patients are safely transported on oxygen using the oxygen protocol. Uses good judgment as required to ensure patient safety and satisfaction.
  • Transports patients on full tanks of oxygen when moving patients to and from necessary testing
  • Ensure RN is present during transport when patient is on greater than 4L of oxygen.
  • Ensures the Ticket to Ride is complete and all patients have one prior to transporting
  • Ensures all oxygen tanks are brought back to designated area when patient is connected to wall oxygen
  • Ensures all oxygen tanks at or below 500 PSI are returned to the empty bin to be refilled
  • Ensures all floors and units have oxygen cages and bed poles readily available.
  • Assists in the maintenance and the availability of wheelchairs and stretchers. Ensures the equipment is clean, safe and ready for patient use. Assembles equipment daily to utilize best practices. Continuous disinfection of equipment and tools required for patient use with delivery of these equipment and tools.
  • Reports all repair problems within 1 hour as documented by Team Leader and Manager, Patient Support Services for repair requests contributes to overall hospital safety program by reporting safety hazards of malfunctioning items needing repair. Reports safety issues through RL-6 reporting structure.
  • Checks equipment daily at the beginning of each shift to ensure appropriate stock and contacts company if rental equipment is needed.
  • Maintains and inspects equipment for cleanliness and proper assembly prior to patient use.
  • Tracks and documents proper equipment model number to ensure accurate billing of equipment.
  • Has responsibility and authority to keep corridors free of obstructions and clutter for safety and appearance reasons.
  • Follows standard protocol of disinfecting equipment as set forth by Infection Control prior and after patient use.
  • Finds wheelchairs during shift and makes certain that they are placed in strategic areas for patient convenience and staff use.
  • Wipes down wheelchairs after each patient use or in accordance to the Infection Control policy.
  • Tracks and delivers equipment including but not limited to: comp boots, kangaroo pumps, IVACs, PCAs, beds, mattresses, etc. Uses initiative to find equipment and deliver it within established time frames.
  • Finds equipment through use of initiative and by requesting assistance, when necessary, from Resource Nurses. Tracks equipment and is proactive in keeping equipment ready for delivery as requested.
  • Provides assistance to Sterile Processing Department with cleaning of equipment to assist with the high demands.
  • Cleans and inspects pumps and channels per Infection Control standards.
  • Wipes down equipment when returning to the storage area per Infection Control Standards.
  • Seeks needed equipment when requested.
  • Provides services in handling deceased patients . Transfers documentation, certification, and personal effects to the appropriate areas.
  • Follows established Bassett Medical Center policy and procedure and responds to morgue calls within 10 minute standard.
  • At the time of pick-up on the unit, ensures all deceased patient belongings, as documented on the checklist, are with the patient and the checklist and death certificate are accurate and complete. Copies Death Certificate at this time.
  • As documented by Call Center records and observation of Team Leader and Manager. Acts as a back-up to Security to ensure timely release of deceased patients.
  • At the time of release, checks the tags with the deceased and matches to the Certificate to ensure proper identification to be consistent with the current policy.
  • If deceased in an autopsy case, the death folder and chart are delivered to Pathology with required information.
  • Ensures all paperwork is delivered to HIM.
  • Does daily rounding on each shift to ensure accuracy of number of deceases and paperwork. If deceased has been in the morgue greater than 2 days or if 3 or more are present, notifies the Pastoral Care Department.
  • Completes all tasks with customer (patient, family, friends, staff, visitors) service first and helps to create a culture of teamwork, caring, competence, and compassion within Patient Support Services and the greater organization.
  • Completes employee health assessment annually, including PPD testing
  • Learns and practices learning organization principles as evaluated by department management review.
  • Attends monthly staff meetings 90% or greater throughout the year.
  • Complies with all policies and procedures related to safe guarding patient information and strictly adheres to all Policies and Procedures related to HIPAA.
  • Attends meetings directly related to job functions and represents department in work groups as assigned by Team Leader/Manager of Patient Support Services.
  • Attends staff meetings on a regular basis
  • Attends in-services provided by Team Leader/Manager
  • Reviews any paperwork for department.
  • Checks daily with unit clerk for any concerns/changes to daily routine.
  • Performs other duties as requested and observed by Team Leader or Manager


Qualifications:

Education:

  • High school diploma or GED equivalent preferred

Experience:

  • Customer Service experience desired

Physical Requirements:

  • Heavy Work - Exerting up to 100 lbs. of force occasionally, and/or up to 50 lbs of force frequently, and/or up to 20 lbs, of force constantly to move objects
  • Occasional crouching, typing/clerical/dexterity, kneeling, repetitive motion, seeing/monitor/computer us
  • Frequent grasping, hearing, lifting, pulling, pushing, reaching, standing, stooping, talking, walking, visual acuity (color, depth, perception)
  • Constant fit testing

Hazards:

  • Occasional chemical and radiation/radiant energy
  • Frequent bodily fluids/bloodborne exposure

Working Conditions:

  • Occasional odors

Travel:

  • No travel required

Benefits:
Our commitment to our employees includes benefit programs that are designed to meet the various needs across our employee population.

  • Medical, dental and vision insurance
  • Life insurance and disability protection
  • Retirement benefits and more

Throughout our network, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through employee contributions. Specific benefit offerings may vary by location and/or position.

Total Rewards:

Bassett Healthcare Networks commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include:

  • Paid time off, including company holidays, vacation, and sick time
  • Medical, dental and vision insurance
  • Life insurance and disability protection
  • Retirement benefits including an employer match
  • And more

Specific benefit offerings may vary by location and/or position.

Pay Transparency Statement (Text Only):
Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards. The above compensation range represents a good faith belief of the compensation range by Bassett Healthcare Network, and its entities and affiliates, at the time of this posting or advertisement.

Min:
USD $16.00/Hr.

Max:
USD $24.00/Hr.

EEO Statement (Text Only):
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, or related condition), age, national origin or ancestry, citizenship, disability, marital status, sexual orientation, gender identity or expression (including transgender status), genetic predisposition or carrier status, military or veteran status, familial status, status as a victim of domestic violence, or any other status protected by law.