Patient Support Service Coordinator

The best thing about this role

Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible. Recently named a Forbes America's Best-In-State Employer 2022!

What you'll do

The Patient Support Services Coordinator is responsible to effectively coordinate and monitor the patient transport services and activities during their assigned shift ensuring compliance with regulatory agencies and established policies and procedures. Patient Support Services Coordinator coordinates the work of the transport function to ensure timely and accurate completion of the tasks and follow up on issues related to service and operations of patient transport.

The Patient Support Services Coordinator oversees shift staff performance and functions as the trainer for new and established employees. The Patient Support Services Coordinator assists with the development of the staffing schedule and ensures that staffing is adequate. The Patient Support Services Coordinator provides input to the Supervisor and Director for the evaluation of staff and makes recommendations for improvement. In the absence of the Supervisor functions as the department lead. The Patient Services Support Coordinator works collaboratively with the Patient Support Services Supervisor and Director to promote quality service and the transport function of employees.

• Provides front line leadership by example by responding appropriately to requests for services (as

listed below) and completes all tasks with the patient's privacy and wellbeing in mind. Provides

outstanding service as the foundation for completion of all tasks.

• Takes the lead for transport during code yellow, ensuring that all equipment and the transport of

patients are carried out according to established policy.

• Resolves problems related to patient, visitor, staff or employee complaints and recommends and

participates in the solutions of on-going problems or trends

• Identifies problems, conducts research, resolves or makes recommendations to resolve problems

• Recommends and participates in the solutions of on-going problems or trends regarding patient

transport

• Keeps Supervisor/Director informed of activities, needs and/or concerns

• Follows established standards for priority and response as developed by Leadership, Patient

Support Services. Monitored through observation and customer satisfaction.

• Code Blue - immediate response

• Stat Labs and Pharmacy - immediate response

• Patient Moves to/from Testing areas

• 5-10 minutes

• Patient Transfers from one floor to another

• 5-10 minutes

• Patient Discharges/Admissions

• 5-10 minutes

• Stat Bed Requests from ER/OR

• 5-10 minutes

• Funeral Director Assistance

• 10 minutes

• Patient Moves (room to room)

• 15 minutes

• Equipment

• 15 minutes

• Routine Labs

• 15 minutes (When Pneumatic Tube System is down)

• Routine Radiology Chart Movement

• 20 minutes (When Radiology staff are not available)

• Lifting Assistance

• 5-10 minutes - as available

• Equipment, Oxygen and Clutter Rounds as available.

• Transports patients from various hospital units to and from appointments by wheelchair, stretcher,

and/or escort. Uses precautionary measures and good judgment as required to ensure patient

safety and satisfaction.

• Trains new and established employees in the proper use of equipment and in the transport of

patients and equipment.

• Validates the learning of new and established employees.

• Ensures that all shift employees are up to date with educational needs and suggests remediation

as needed.

• Assists Supervisor of Patient Support Services in review of staff productivity and compliance with

standards

• Place patient feet on footrest of wheelchairs, make sure hands are inside stretchers and

wheelchairs, and check for proper placement of linen items during transport. Monitored through

feedback from patients and other staff

• Brings all patient belongings, i.e. dentures, with patient during transports. Monitored through

incident/variance reports.

• Responds to requests for patient transports within standards established by Team

Leader/Manager, Patient Support Services

• Observes all established sign-out and sign-in procedures and ensures that same are carried out

with 100% reliability; uses personal protective equipment as necessary per training 100% of the

time as observed by Team Leader/Manager, Patient Support Services.

• Provides input for staff evaluations and recommendations for remediation as needed.

• Ensures patients are safely transported on oxygen using the oxygen protocol. Uses good

judgment as required to ensure patient safety and satisfaction.

• Transports patients on full tanks of oxygen when moving patients to and from necessary testing

• Ensures the Ticket to Ride is complete and all patients have one prior to transporting

• Ensures all oxygen tanks are brought back to designated area when patient is connected to wall

oxygen

• Ensures all oxygen tanks at or below 1000 PSI are returned to the empty bin to be refilled

• Assists in the maintenance and the availability of wheelchairs and stretchers. Ensures the

equipment is clean, safe and ready for patient use.

• Reports all repair problems within 1 hour. Finds wheelchairs during shift and makes certain that

they are placed in strategic areas for patient convenience and staff use.

• Wipes down wheelchairs after each patient use or in accordance to the Infection Control policy.

• Tracks, and delivers equipment including, but not limited to: tube feeding pumps, IV Pumps, PCA

Pumps, beds, mattresses, etc. Uses initiative to find equipment and deliver it within established

time frames.

• Makes daily rounds to provide a baseline location of all equipment

• Finds equipment through use of initiative and by requesting assistance, when necessary, from

Resource Nurses.

• Make recommendations to the, Patient Support Services Leadership Team, as to needed

resources. Seeks needed equipment when requested.

• Provides services in handling deceased patients and aids funeral directors. Transfers

documentation, certification, and personal effects to the appropriate areas

• Trains staff in proper procedure for handling of the deceased patient.

• Established Bassett procedure and responds to morgue calls within 10 minute standard.

• Requests back up support from security as needed

• Completes all tasks with customer (patient, family, friends, staff, visitors) service first and helps to

create a culture of teamwork, caring, competence, and compassion within Patient Support

Services and the greater organization.

• Completes employee health assessment annually, including PPD testing

• Learns and practices learning organization principles as evaluated by department management

review.

• Attends monthly staff meetings 90% or greater throughout the year

• Adheres to Bassett confidentiality policy and Patient Bill of Rights 100% of the time as revealed by

patient representative reports and monitoring by Supervisor, Patient Support Services

• Attends meetings directly related to job function and represents department in work groups as

assigned by Team Leader/Manager, Patient Support Services

• Attends all in-services provided by Team Leader/Manager and shares information and updates

with the team

• Provides education to the team regarding new information

• Performs similar or related duties as requested or directed

What we need from you

Education:

• High School or GED, preferred

Experience:

• Customer Service experience, preferred

• Previous experience in a supervisory capacity

Licensure/Certifications:

• Heart saver CPR must be obtained within 6 months from hire date, required

Skills:

• Accountability

• Communication

• Computer Skills

• Initiating Projects

• Leadership

• Listening

• Manage People

• Reading/Writing/Comprehension

Physical Requirements:

• Light Work

• Exerting up to 20 lbs of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work

• Occasional grasping, lifting, pulling, pushing, reaching, repetitive motion, standing

• Frequent typing/clerical/dexterity, hearing, seeing/monitor/computer sue, talking, visual acuity, walking

Travel:

• Occasional Travel

• The job may require travel from time- to-time, but not on a regular basis

Total Rewards

Bassett Healthcare Network's commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include:

• Paid time off, including company holidays, vacation, and sick time

• Medical, dental and vision insurance

• Life insurance and disability protection

• Retirement benefits including an employer match

• And more!

Specific benefit offerings may vary by location and/or position.

Pay Range

Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards. The above compensation range represents a good faith belief of the compensation range by Bassett Healthcare Network, and its entities and affiliates, at the time of this posting or advertisement.

Pay Range Minimum:

USD $19.50/Hr.

Pay Range Maximum:

USD $29.26/Hr.

We love the difference people bring

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, or related condition), age, national origin or ancestry, citizenship, disability, marital status, sexual orientation, gender identity or expression (including transgender status), genetic predisposition or carrier status, military or veteran status, familial status, status as a victim of domestic violence, or any other status protected by law.