Patient Services Assistant

Primary City/State:

Phoenix, Arizona

Department Name:

PCU General

Work Shift:

Day

Job Category:

Administrative Services

University Medical Center Phoenix is a nationally recognized academic medical center. The world-class hospital is focused on coordinated clinical care, expanded research activities and nurturing future generations of highly trained medical professionals. Our commitment to nursing excellence has enabled us to achieve Magnet™ recognition by the American Nurses Credentialing Center. The Phoenix campus, long known for excellent patient care, has over 730 licensed beds, several unique specialty units and is the new home for medical discoveries, thanks to our collaboration with the University of Arizona College of Medicine - Phoenix. Additionally, the campus responsibilities include fully integrated multi-specialty and sub-specialty clinics.

POSITION SUMMARY
This position is responsible for a variety of administrative support functions and provides an exceptional customer service experience in patient care areas in order to promote an organized, efficient delivery of care and service to patients, family members, visitors, and staff. The position facilitates communication between members of the care delivery teams, acts as a liaison with internal and external contacts, and ensures appropriate communication tools are updated and provided to the patient.

CORE FUNCTIONS
1. Performs receptionist/clerical duties to welcome visitors and patients. Participates in the resolution of customer issues and concerns, assists in managing patient belongings, supports family and visitors in the waiting room and collects necessary data and follows through the appropriate person for problem resolution. Supports overall operating efficiency and effective flow of communication and information throughout the department.

2. Maintains a current and appropriate awareness of patient admissions and discharges to support a smooth transition. Performs complete environmental checks through the day, provides room orientation, removes clutter, ensures equipment and supplies are stocked, clean, and ready for use. Reports and tracks all equipment, reports repairs, and ensures replacement equipment is available. Tracks and trends issues and reports areas of concern. Ensures an appropriate inventory of patient education materials are on hand.

3. Follows up on patient and family inquiries regarding scheduled tests, discharge, following up with the appropriate discipline/department to obtain updates. Partners with appropriate caregiver/department and communicates with patient as appropriate.

4. Maintains adequate levels of office, dietary, and medical supplies and completes requisition forms when supplies need to be ordered. Reconciles supply order upon delivery.

5. Observes and enforces Quiet Time on the unit.

6. Assists department with quality and safety projects.

7. This position works under local supervision. Incumbents work in a fast-paced, sometimes stressful environment with a strong focus on customer service. Interacts with other Service Coordinators and other staff at all levels throughout the facility. Customers are patients, families, physicians, unit staff, case managers, caregivers, and medical records staff.
 

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge.

Certification for BLS is required within 60 days of hire.

Requires skills and abilities typically attained with one year of customer service experience; preferably in a hospital or physician office setting. Must possess excellent organizational skills, as well as effective human relations and communication skills. Demonstrate responsiveness, anticipate needs, taking initiative, good follow through and follow up, ability to multi-task. Must demonstrate compassion, caring, and ability to establish trust.

Computer literacy is required

PREFERRED QUALIFICATIONS

Working knowledge of medical terminology

Additional related education and/or experience preferred.

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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