Operations Associate- Emergency Department

Baystate Health; Westfield (MA); On-site; USD 23,000 - 31,000; Full time

Job summary

Baystate Health is seeking a Hospital Unit Clerk to support patient flow and documentation on the unit. You will manage bed assignments, coordinate admissions and discharges, and act as a central communication hub for staff, patients, and families.

This role requires strong multitasking, clerical skills, and familiarity with hospital information systems. Working under nurse supervision, you’ll maintain patient charts, assist with scheduling, and support hospitalist teams during rounds.

Qualifications

• GED or HiSET is required.
• Healthcare clerical and customer service experience is preferred.
• Basic Life Support certification is required.
• Able to multitask and communicate effectively with staff and patients.

Responsibilities

• Bed management: track, prioritize, and assign beds; coordinate admissions/discharges.
• Use computer systems (Word, OA Gold, SMS, CIS, Premise, BMD, PCM Auditor, PeopleSoft, Staples, Koronos) daily.
• Participate in unit projects and scheduling tasks as assigned.
• Provide shift handoff with pending discharges and admissions.
• Coordinate with departments to expedite priority tests and transport.
• Assist Hospitalist teams and maintain workspace and resources.
• Greet new patients and families; answer questions and direct inquiries.
• Maintain patient charts, transfer/discharge documentation, and HIM communications.
• Update discharge/admission logs and ensure complete information is transferred.
• Order supplies, manage inventory, and coordinate with ancillary services.

Skills

Computer literacy

Interpersonal skills

Education

GED or HiSET

Basic Cardiac Life Support

Tools

Word processing (Word)

OA Gold

SMS

CIS

Premise

BMD

PCM Auditor

PeopleSoft

Staples

Koronos access

Job description

Reports to the Nurse Manager but daily activities are coordinated by the charge nurse. Under direct supervision works with patient and family centered care teams to insure all business functions related to processing patient information, managing documentation, organizing patient medical record and facilitating smooth unit operations. Files appropriate patient reports and other information for their records. Facilitates communication among staff, relaying messages/information. Facilitates bed management and patient throughput on the unit. Performs functions necessary to process direct admissions to the unit. Acts as a receptionist for visitors to unit and also as a business partner to the department and clinical staff. Orients patients and families to the unit, answering routine questions. Able to multitask.

Job Responsibilities:

• 1)Bed Management: Tracks, prioritizes, and assigns beds. Communicates with BMD and BM for admissions, discharges and transfers (ADTs). Coordinates unit/department ADTs. Checks BMD enters new data, and advises Charge Nurse of changes. Checks CIS for discharge orders and follows up with MD, CM RN to ensure discharge documents are complete. Enters discharges in OA Gold and pending discharges in BMD. Rounds 3 times daily with RNs and CM regarding discharges, discharge times and special instructions, and appropriateness for Discharge Lounge. Notifies CM if an ambulance is unable to come @atthe assigned time. With CM, monitors BMD for observation patients to determine if patient needs discharge or status change. Tracks new admissions from the ED. Retrieves SBAR data from the ED and communicates to the nursing staff. Assures fax is received within 30 minutes. Arrange patient transport from the ED if needed. Carries BMD beeper, and assigns coverage during breaks and meals to ensure a constant flow of ADTs.
• 2)Proficiently and accurately utilizes the following computer applications in daily work: C Word, OA Gold, SMS, CIS, Premise, BMD, PCM Auditor, People Soft and Staples, and Koronos access if applicable.
• 3)Unit-specific projects: Project work as assigned and/or needed such as Payroll, committee participation, developing unit time schedules, etc.
• 4)Communication: provides report/handoff to next shift including pending discharges, admissions in process, empty beds, beds being cleaned, and closed beds with the reason. Contacts other departments for priority tests for patients identified for next day discharge. Answers telephones and relays messages promptly with consistent accuracy to team members. Responds to routine inquires knowledgeably and/or refers them to appropriate person, assists staff as requested, ensures identified problems are communicated accurately and promptly. Places calls to MD's and ancillary departments to facilitate patient care and throughput. Where appropriate, coordinates communication with NEOPO and related paperwork in conjunction with RN. Screen calls for clinical team and facilitate communication of information requested.
• 5)Serve as a unit based resource for Zoned Hospitalist and medical/surgical teaching teams. Assist Hospitalist during clinical rounds, i.e. initiate phone calls, send faxes and call consults as directed by Zoned Hospitalist. Make available the unit based assignment (RN/Case Manager/Social Worker as well as covering RNs [i.e. lunch and breaks]) daily for Hospitalist. Maintain and identify specific workspace for Hospitalists which include computer and telephone access. Works with Access Services and patient/family to secure post discharge follow-up appointments. Identifies daily the Hospitalist of the day through electronic systems and prints this form for team use throughout the day. Posts break and lunch coverage in a central location for ease in obtaining patient related information and fostering communication.
• 6)Functions as a greeter for the arrival of new patients/families to the unit/department. Assists other departments with information and or answers to questions as requested.
• 7)Hospital Records and logs: Maintains patient chart in proper sequence and labels pages with patients name. Prepares record prior to transfer and discharge. Explains and obtains signatures for Medicare forms. Organizes chart for Medical Records, faxes or copies records as needed. Sends discharge record to HIM (old and new) immediately after discharge. Updates discharge/admission log. Insures complete information is sent with transfers. Prepares patient charge ticket for data entry and keeps accurate record on unit. When appropriate, enter data into PCM auditor at specified times. Replenish and restock unit audit tools (i.e. refrigerator logs, negative pressure room logs, etc.). Other unit logs i.e. assignment books, sick call records, Koronos variance forms, etc.
• 8)Unit Resource: Post/file MD schedules for clinical team inquiry. In coordination with charge nurse, prepare staffing assignment for the next shift. Place calls to replace unplanned staffing vacancies. communicate staffing and scheduling to Clinical Supervisor. As needed, but not limited to obtain mail from the mailroom, blood products from the Laboratory, medications from Pharmacy and supplies from Distribution and Dietary as needed.
• 9)Inventories, maintains and charges supplies. Initiates requisitions and requests accurately and in a timely fashion. Stores supplies within 24 hours of receipt in designated area. Records or submits charges and/or credits for patient supplies as needed. Coordinate paper supplies with Print Shop and/or Distribution to maintain unit/department par levels.
• 10)Is knowledgeable of and initiates emergency procedures as needed/directed within unit/department. Verbalizes knowledge and location of emergency equipment. Mobilizes emergency support personnel through immediate telephone contact.

Required Work Experience:

• 1)Previous clerical and customer service ce experience preferably in a healthcare setting

Preferred Work Experience:

• 1) Previous clerical and customer service experience in a healthcare setting

Skills and Competencies:

• 1)Computer literate, good interpersonal skills

Education:

GED or HiSET (Required)

Certifications:

Basic Cardiac Life Support – American Heart AssociationAmerican Heart AssociationAmerican Heart Association

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum – Midpoint – Maximum

$17.01 – $19.55 – $22.81

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

At Baystate Health we respect the privacy of our candidates and recruits. Please note that we will not contact candidates directly to ask for personal information over the phone, such as date of birth, social security number, or any other private financial information. Learn More