Administrative Associate- Emergency Department

Nyack, New York Department

Emergency Department_2 Bargaining Unit

NH- SEIU-1199 Work Shift

Day Work Days

DAYS VARY, ROTATING SCHEDULE, WEEKENDS AND HOLIDAYS Scheduled Hours

7 AM-1 PM, 7 AM-7 PM, Day Scheduled Daily Hours

11.5 HOURS Hours Per Pay Period

20 Hourly Rate/Range

22.40-23.09

For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Job Summary

Supports patient care delivery by providing clerical services. Performs a variety of clerical and technical supportive services related to the admission, discharge and transfer process as well as maintains the medical record function and facilitation of patient care delivery.

Essential Functions

• JOB SPECIFIC COMPETENCIES:

Demonstrates the required job specific technical/professional knowledge, skills and abilities. *

1. Performs designated clerical and technical activities supportive of the admission process, medical record

management and facilitation of patient care.

1. Assembles patient’s charts and maintains them.
2. Effectively interacts with patients, families and members. Review and copy charts for all outpatients on a

• daily basis. Corresponds with patients as needed via telephone/letter regarding necessary prescribed follow
• up

1. Order and maintain supplies and patient educational materials.

• Employee Performance Standards

A. CUSTOMER SERVICE

1. Demonstrates the ability to create a positive interaction with the customer.
2. Demonstrates positive communication with people of different cultures, values and beliefs.
3. Demonstrates the ability to acknowledge customer concerns and

takes corrective action.

1. Demonstrates compliance with identified customer service behaviors.
2. Provides escort to customers when necessary.

• PERFORMANCE IMPROVEMENT:

1. Participates in Department/Hospital-wide activities which improve

processes and/or outcomes.

1. Utilizes resources to maintain and improve self development and

knowledge.

1. Complies with licensure and/or certification requirements.
2. Participates in annual competency assessment.

• BUDGET:

1. Demonstrates fiscally prudent use of equipment and supplies.
2. Utilizes charge process for supplies/equipment.

• PROJECTS/ASSIGNMENTS:

1. Completes projects/assignments within projected time frames and expectations.

• MISSION/STRATEGIC PLAN:

Participates in activities which support the mission of the hospital

• Hospital-Wide Standards

A. Organizational

Demonstrates adherence to Montefiore Nyack Hospital “We Care” standards including

WORKING TOGETHER

• “I will commit to work together in a courteous, respectful manner. I will demonstrate a positive spirit of service with all employees
• with whom I interact.”

• Place team success above individual recognition.
• Be receptive to new ideas and approaches within my workplace.
• Offer assistance generously without hesitation.

EMPOWERMENT

“I will be accountable, responsible, and self-directed in all aspects of my work at all times.”

• See projects through to ensure completion.
• Problem solve with patients, family members, and other employees.
• Follow up to ensure a resolution.

COMMUNICATION

“I will demonstrate positive communication in a clear, courteous and appropriate manner at all times.”

• Answer the phone within three rings if possible and identify myself, my department, and ask, “How may I help you”?
• Use effective verbal and written communication to patients, families, visitors, using the principles of AIDET (Acknowledge,

Introduce, Duration, Explanation, Thank You)

• Use positive communication in my tone of voice, body language, and choice of words.
• Respond to e-mails in a courteous manner, with-in twenty-four hours.

APPEARANCE

“I will dress in a manner that reflects a professional and positive image of the hospital at all times”

• Maintain a clean, neat, and professional appearance which adheres to the hospital dress code policy.
• Promote and adhere to Montefiore Nyack Hospital's guidelines regarding a safe and clean work environment for

employees, patients, families and visitors.

RESPONSIVENESS

“I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers.”

• Respond to patient call lights and ask if I can assist. (No Pass Zone).
• Respond empathetically.
• Apologize for delays and concerns.

EXCELLENCE IN SERVICE

“I will strive to ‘do my best everyday’ in exceeding customer expectations.”

• Anticipate and address my patients’, families and visitors needs.
• Avoid negativity and exhibit a “can-do” attitude.
• “Manage up” fellow employees, physicians, departments, and the organization, to increase patient confidence both

internally and in the community.

• Exit elevators to accommodate our patients’ first.
• Acknowledge people in the hallway by smiling and making eye contact.
• Help lost guests and new employees by escorting them to their destination.

Qualifications

• High School Required or
• GED Required
• Keyboard experience required
• PC experience preferred
• Experience and knowledge related to Health Care environment preferred
• Knowledge of medical terminology preferred
• American Heart Association Heartsaver preferred, Skill validation on unit Preferred

Montefiore Nyack Hospital is an equal employment opportunity employer. Montefiore Nyack Hospital will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.