Unit Communications Associate - PICU

Role Overview
Coordinates the communication activities for the nursing unit and models exemplary performance standards of customer service for patients, families and internal customers. Maintains patient care records and related documentation as determined by Health Information Management and Unit Support Services. Performs clerical duties for a specific unit. Performs receptionist responsibilities and tasks that ensure efficient operation of a Unit Communication Center.

Minimum Requirements

High School Diploma or GED (Required)

Associate's Degree and/or some college (Preferred)

1 year in a healthcare environment (Required)

Required Skills & Knowledge

Computer knowledge and proficiency required.

Basic MS Word skills.

Excellent organizational, analytical and communication skills.

Legible handwriting.

Attention to detail.

Basic mathematics skills.

Ability to interact with all levels of staff, patients and visitors with tact and diplomacy.

Ability to respond quickly to specified emergency situations in other areas of the Hospital when needed.

Follow all Hospital / Departmental policies/procedures.

Remain on unit during assigned shift, notifying Charge Nurse and appropriate staff members when leaving; use designated staff areas for eating, smoking and socializing only during breaks; leave patient‑care area when shift completed, replacement staff member present and report given.

Work area left neat and organized.

Use downtime productively during shift.

Functional Accountabilities
Communication Link between Patients/Families and Health Care Staff

Greet patients, families, healthcare staff and visitors in a friendly, approachable manner.

Speak to the patient/family at a level appropriate to their level of understanding.

Provide information in a helpful, collegial and/or caring manner and follow up on requests for information as needed.

Communicate effectively among all disciplines and contribute to problem‑solving issues on the unit collaboratively.

Communicate concerns or issues to the Charge Nurse/Coordinator or Unit Manager.

Answer telephone calls in a professional, timely manner, and with a consumer‑oriented approach.

Relay information and messages accurately and timely.

Maintain all communication boards.

Follow procedures for visitors policy.

Assist in mail distribution to clinical staff on unit.

Performs Operational Duties

Coordinate admissions, discharges and transfers with the Bed Control Office and the Admissions/Discharge Nurse Coordinator.

Discharge patients in the computer system per protocol immediately after patient leaves.

Verify bed status and placement of patients in a collaborative manner and contact the Charge Nurse with bed placement issues promptly.

Verify empty bed status report with the Charge Nurse each shift according to policy; maintain accurate census and bed control; communicate environmental needs as appropriate.

Maintain bed/crib par levels.

Maintain environment of care by making rounds on unit.

Use PSS (staffing) system to enter census data each shift as directed.

Fax PSS flow sheets daily according to proper procedure.

Provide a written and oral report for the oncoming Unit Communications Associate at the end of the shift.

Follow procedures for visitor policy.

Maintain a clean and orderly work environment.

Assist Unit Manager with the collection of Patient Satisfaction Surveys.

Assist in mail distribution to clinical staff on the unit.

Assisting with Patient Care‑Related Activities

Answer call bells in a professional manner and with a consumer‑oriented approach.

May assist in Unit Orientation for patients/families.

May assist with making requests for supplies of patient care needs.

Health Information Management

Fax orders to pharmacy per procedure.

Maintain downtime box and follow downtime procedures including but not limited to faxing orders to the appropriate department.

Prepare charts for surgery, special procedures, transfers and discharges according to established guidelines.

Maintain confidentiality at all times.

Maintains Unit Supplies Equipment

Maintain proper PAR levels of supplies on the Nursing Unit.

In collaboration with the Unit Manager, verify all supply/equipment orders according to established budget parameters.

Use E‑Works accurately to complete all orders appropriately.

Maintain supply/equipment log per unit protocol.

Monitor and organize supplies in designated storage areas.

Ensure that computer systems are properly plugged in at each station and clean equipment if necessary.

Initiate communication for fixing equipment including but not limited to Hill Rom Call Bell system, Computer system, and Phones.

Initiate the patient charge system according to procedure and downtime supply boxes.

Work closely with Charge Nurse/Coordinators to maintain organized unit environment of care.

Safety

Speak up when team members appear to exhibit unsafe behavior or performance.

Continuously validate and verify information needed for decision making or documentation.

Stop in the face of uncertainty and take time to resolve the situation.

Demonstrate accurate, clear and timely verbal and written communication.

Actively promote safety for patients, families, visitors and co‑workers.

Attend carefully to important details—practicing Stop, Think, Act and Review to self‑check behavior and performance.

Organizational Accountabilities

Attend mandatory in‑services/educational programs to learn about new procedures, skills, products, equipment.

Attend staff meetings.

Assist with clerical orientation of newly hired nursing staff and Unit Communication Associates.

Participate in Shared Leadership by keeping informed about council meetings and unit issues.

Participate in shared‑decision making through contributing to unit discussions and supporting shared leadership decisions.

Organizational Commitment/Identification

Partner in the mission and uphold the core principles of the organization.

Committed to diversity and recognize the value of cultural and ethnic differences.

Demonstrate personal and professional integrity.

Maintain confidentiality at all times.

Customer Service

Anticipate and respond to customer needs; follow up until needs are met.

Teamwork/Communication

Demonstrate collaborative and respectful behavior.

Partner with all team members to achieve goals.

Receptive to others’ ideas and opinions.

Performance Improvement/Problem‑Solving

Contribute to a positive work environment.

Demonstrate flexibility and willingness to change.

Identify opportunities to improve clinical and administrative processes.

Make appropriate decisions, using sound judgment.

Cost Management/Financial Responsibility

Use resources efficiently.

Search for less costly ways of doing things.

Job Information

Primary Location: District of Columbia‑Washington

Work Locations: CN Hospital (Main Campus)

Job Title: Administrative Support / Customer Service

Organization: Patient Services

Position Status: Regular (R)

Shift: Rotating

Work Schedule: Full‑Time, DNR, EOW, 12‑hour shifts

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