Customer Relations Support - ED

Overview

Provides compassionate personal care and support services under the supervision of a registered nurse with goal of enhancing patient safety and emotional support in the psychiatric section of the NMC ED.

Responsibilities

• Provides all personal care services in accordance with the plan of treatment assigned by the registered

nurse to include but not limited to:

measure and record intake and output

measure and record vital signs, O2 Saturation, weight, height

positioning patients; lifting and turning patients

applying/utilizing special equipment

assisting in use of bedpan, urinal or commode

ambulating the patient

pre-operative and post-operative care

application/removal of anti-embolism stocking and SCD devices

removal of foley catheters

perineal care; vaginal irrigations (non-sterile); sitz baths

non-medicated enemas

application of heat and cold

care of the incontinent patient

skin care to the immobilized patient

removal of saline lock

emptying of colostomy bags

application of appliances for heat and cold

performing blood sugars

placing patients on cardiac monitors

set up of oxygen equipment

feeding patients

collecting, labeling, and transporting of lab specimens

assisting with separation of patient belongings

assisting with the application of restraints and monitoring patient in physical restraints

safe transportation of patients to radiology and floor

assisting with de-escalation

Accurately documents care provided according to policies and procedures. Obtaining EKG and working with RN to ensure ED Provider reading Performs initial and annual competency per job class. Specific ages: pediatric, adolescent adult and geriatric as defined by scope of service. Applies safety principles and proper body mechanics to the performance of specific techniques of personal and supportive care, such as ambulation of patients, transferring patients, assisting with normal range of motion and positioning Participates in economical utilization of supplies and ensures that equipment and nursing units are maintained in a clean, safe manner Assists in performance improvement (PI) activities by serving on PI teams as warranted, assisting with PI measures and supporting and implementing changes necessary for improvement Coordinated nursing unit functions to provide for smooth operation off all nursing/patient care activities. Correctly and accurately assembles, maintains and disassembles patient medical record. Demonstrates working knowledge of order entry process and transcription of physician orders. Maintains well organized, well-supplied, clean nursing unit. Answers telephone and intercom, takes messages, and communicates messages to the appropriate person, using appropriate telephone etiquette. Assists in performance improvement (PI) activities by serving on PI teams as warranted, assisting with PI measures and supporting and implementing changes necessary for improvemen Maintains statistics/logs as required by the unit Manager/Director. May be responsible for observation of cardiac monitors, notifying staff of alarms/ changes in cardiac rhythm, or when patients are off monitor.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.

• Performs compliance requirements as outlined in the Employee Handbook

• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.

• Requires use of electronic mail, time and attendance software, learning management software and intranet.

• Must adhere to all DCH Health System policies and procedures.

• All other duties as assigned.

Qualifications

High school diploma or GED required. As of March 1, 2019 current American Heart Association (AHA) Basic Life Support (BLS) Provider training required. Previous patient care experience (PCA -Patient Care Assistant, Patient Care Attendant-Sitter, patient care training as RN/LPN student, completion of HOSA program, certified nursing assistant - CNA) preferred. Must have basic computer skills to support the use of electronic medical record, e- mail, time and attendance software, learning management software and intranet. Must be able to read, write legibly, speak, and comprehend English.

WORK CONTEXT

• Communicate with different personalities and engage in face to face discussion

• Dealing with unpleasant or physically aggressive personalities

• Must be able to deal with conflict

• Must be able to communicate clearly and accurately

• Must be able to receive delegation

• Must be able to work in groups

• Must be able to perform structured and unstructured work

• Must be meet time pressure and time lines

• Must be able to perform in exact and accurate manner

• Must be able to use electronic mail, telephone and texting

• Includes possible exposure to human body fluids, disease, infection, lab chemicals and hazardous materials and/or cleaning solutions

• Requires wearing of common protective and safety equipment such as gloves, safety glasses, mask, gowns, etc.

PHYSICAL FACTORS

• Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects

• Must be able to tolerate prolonged periods of standing and walking

• Must be able to reach reasonable distances in any direction

• Must be able to stand, walk, kneel, bend, sit, stoop and lift

• Must be able to run in an emergency

• Must be able to move fingers in a coordinated manner and must be able to feel and perceive temperature, texture, shape and size with fingertips

• Must be able to perform the duties with or without reasonable accommodation

• Hearing and vision must be normal or corrected to within normal range

• Must possess stamina to work 12-hour shift

Physical presence onsite is essential