ED Unit Coordinator

bmc; Boston (MA); On-site; USD 42,000 - 60,000; Full time

Job summary

Boston Medical Center is seeking an ED Unit Coordinator for the Adult Emergency Department. This role supports the clinical team by managing clerical tasks, patient information, and front desk operations to ensure efficient patient and family interactions.

The coordinator will greet patients, greet families, answer inquiries, and help triage calls within the unit protocol while coordinating transportation, appointments, and unit communications.

Qualifications

• Experience in a fast-paced hospital environment.
• Strong interpersonal and communication skills.
• Ability to handle confidential information.

Responsibilities

• Greet and direct patients, families, visitors and staff in a courteous manner.
• Coordinate front desk/office support services and perform clerical duties.
• Answer phone calls and inquiries promptly, routing to the correct personnel when needed.
• Update patient information in computer systems and print reports as required.
• Assist in patient arrival, admission, discharge and basic logistics under supervision.

Skills

Customer service

Clerical skills

Communication

Multitasking

Job description

POSITION SUMMARY:

Responsible for the overall clerical functions of the nursing station/front desk. Working collaboratively with the clinical team, the Unit Coordinator participates in delivery of patient care by providing a variety of clerical, customer relations, and support services to patients, their families/visitors, and healthcare team members.

Position: ED Unit Coordinator
Department: Adult ED
Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Care of the Patient and Family/Visitors: Performs a variety of direct service activities to ensure that patients and their families/visitors receive timely information and appropriate responses to their needs.
Greets and directs patients, families, visitors and staff in a friendly courteous positive customer service manner. Identifies self. Provides informative, non-clinical information when requested by patients, families, staff or visitors. Interacts in a courteous professional manner.
Coordinates activities of front desk/office support services. Performs clerical duties for the department. Answers/responds to telephone calls and inquiries in timely manner. Handles inquiries; refer calls/inquires to appropriate personnel in a timely manner. Checks and replies to BMC e-mail frequently during shift.
Checks voice messages and follows up on messages during the shift. For Respiratory Therapy Dept:, this also includes: Logs in to the pulmonary function test (PFT) extension at the start of each shift, following breaks and lunch. Logs off the PFT extension at the start of breaks, lunch and at the end of the shift.
Uses manual/computer programs/terminal for access & data entry of patient information, verifies and updates as necessary, print reports, faxes as needed, order items as needed, schedule appointments, verify information etc.
Answers patient call lights in a timely manner and immediately, if possible. Responds to patient requests within the scope of his/her role, seeks assistance from the clinical team as appropriate. Follows-up on call light requests to ensure nursing staff has responded.
Maintains communication data, i.e. computer, charge/white boards, daily communication sheets, assignment sheets, updates room name tags, pre-caution labels i.e.
Participates in orienting patient to their room, call light, telephones and the unit by distributing welcome letters and informational packets. .
Initiates daily RN phone assignment, logs RN daily phone numbers, and demonstrated appropriate procedures to triage calls through patient call system.
Secures patients' personal property and belongings according to hospital procedures, e.g., labeling patient belongings, sending valuables to the safe, etc. Ensures a patient belongings list for every patient. Upon discharge copies belongings list and files in binder/other designated location.
Monitors healthcare computer software systems (i.e., SCM, SDK, GE, etc.) and Bed Board for new discharge orders, prints discharge summaries, places discharge summaries in chart, makes clinic appointments for patient prior to discharge, documents as required.
Handles and distributes mail, flowers, gifts, etc. Facilitates patient/family/visitor access to available hospital services such as, the cafeteria, chapel, gift shop, parking, cashier, etc.
Identifies emergency situations and initiates appropriate response actions within the scope of his/her role. Is familiar with area disaster plan and unit.
Coordinates and makes appointments for transportation for patients and related materials, e.g., VA, chair car, patient transport, medical records, specimens, blood products, requisitions, etc., in a timely manner. Uses computer software /terminal for access data entry.
Interface among various departments: works collaboratively with other units, services, and departments to ensure patients, families, visitors and staff receive needed services information, and materials.
Takes initiative to identify and resolve/respond to questions and/or discrepancies; acts within the scope of his/her role and refers issues to appropriate team members as needed.
Performs a variety of office and clerical functions, such as photocopying, sending and receiving fax transmissions; takes actions to respond appropriately. Checks copier daily and replaces paper as needed. Calls for service of copier as needed.
Coordinates unit's communications including but not limited to, placing alpha numeric text pages to physicians or appropriate staff; calling family members/next of kin, etc.
May assist in patient admission, discharge and transfer processes by obtaining and managing insurance pre-approvals, obtaining and verifying demographic information, completing free-care applications obtaining and creating medical records.
Medical Record and Order Entry: Maintains accurate, complete, up-to-date patient care records as defined by hospital policy.
Prepares charts and labels on admission with appropriate documentation sheets and places appropriate clinical pathways in