General Contacts: Patients, family members, insurance carriers, banks, employers, physicians, physician’s office staff, hospital personnel, Dept of Social Services employees, Third Party vendor representatives Job Provides Direction to: N/A
D.Environment and Demands
Environmental Demands: Describe the physical environment in which the job must be performed.
Business Office environment, hospital rooms, Department of Social Services. Requires light physical effort on a regular basis, as in viewing CRT, frequent standing, walking, bending, stooping or reaching and/or occasional lifting of light items. Some minor physical inconvenience or discomfort routinely present in the work situation and occasional exposure to minor injury or other occupational hazards requiring Universal Precautions.
2. Essential Physical and Cognitive Demands, Manual Dexterity: : Describe the physical efforts, manual dexterity and cognitive skills required for the job (i.e., eye/hand coordination, lifting, pulling, walking, concentration, analysis, customer sensitivity, etc.).
Requires light physical effort on a regular basis, as in viewing CRT, frequent standing, walking, bending, stooping or reaching and/or occasional lifting of light items (i.e., up to 20 lbs.). Some irregularity in scheduled hours because of compensated overtime requirements, including weekend and/or other shift rotation. Interaction with patients and public.
Part I: Hospital-Wide Standards
Demonstrates adherence to 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.”
•
Use effective verbal and written communication to patients, families, visitors, and fellow employees 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.
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.
•
Adhere to the Hospital’s dress code policy.
•
Promote and adhere to Nyack Hospital’s guidelines regarding a safe and clean work environment for employees, patients and visitors.
RESPONSIVENESS “I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers.”
•
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’ and customers’ 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.
B.MISSION/STRATEGIC PLAN:
Participates in activities which support the mission of the hospital