Unit Clerk - SHN Clerical (2024)

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our work led by the Organizational Development and Diversity Department on our Leading edge Communities of Inclusion, Inclusion Calendar and our innovative Health Equity Certificate programs. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023! Learn more at shn.ca

Job Description:

Position Overview:
The Unit Clerk is a valuable member of the team and has a significant impact on the effective operation of patient services on inpatient units and outpatient clinics at Scarborough Health Network.

Working both independently and as part of the larger clerical and interdisciplinary care team, reporting to the Manager, to provide overall clerical support, communication support and coordination to help facilitate higher integration and team collaboration for the delivery of comprehensive patient care services across our emergency departments, inpatient units and outpatient clinics. A key component of the position is patient services and maintaining a progressive and personalized health care environment for patients.

Responsibilities:

• Receives incoming patient and clinician calls in a courteous and efficient manner, pre-screens and re-directs or triages calls to appropriate staff/departments/patients and accepts or relays messages where required.
• Act as the “friendly face” in greeting patients and families and answering any questions that they may have (e.g., food services, parking prices).
• Replenish and re-stocking of Personal Protective Equipment (PPEs).
• Monitor inventory and complete proactive requisitioning of supplies (SAP/Grand &Toy), linen and equipment.
• Organize and alert team of patient transport arrival and departure time (e.g. Diagnostic Imaging appointments while patient is on inpatients).
• Update Estimated Date of Discharge (EDD) on Epic Unit Manager.
• Complete and submit biweekly payroll function (entry, adjustments and audit).
• Facilitate staffing and scheduling needs for department at the direction of the Clinical Manager (e.g., produce schedules in EZ Schedule or MS excel, makes staffing request calls).
• Fax various documents, such as prescriptions, discharge summaries and referrals.
• Verify patient demographics, contact information, OHIP or other healthcare insurance (e.g., preferred accommodation).
• Maintain clipboard patient charts (e.g., consent forms, prints discharge instructions and prescriptions, etc.).
• Arrange for virtual rounds, multi-departmental meetings and interpreters.
• Create downtime packages for when EPIC undergoes a system update.
• Ensure that Business Continuity Access (BCA) bins are stocked (EPIC downtime forms).
• Re-scan and index documentation into electronic medical record (EMR) within defined turn-around time.
• Supports on unit auditing (e.g., hand hygiene audits, patient/family satisfaction surveys).
• Track and record data to meet extramural/internal reporting obligations and satisfy funding agreements.
• Assist care teams in improving patient safety such as reducing avoidable falls and high-pressure injuries.
• Proactively keep staff in the know of patient needs (rounding/responding to call bells etc.)
• Patient support at direction of interprofessional staff (e.g., Transportation).
• Assist during emergency codes by calling codes (blue, white, yellow etc.) by making notification phone calls, paging staff members, call backs and other tasks as defined in the Hospital’s Emergency Measures Manual.
• Support wayfinding to allow visitors and patients to navigate the hospital to get to where they need to be.
• MyChart Champions (e.g., assist with downloading app, setting-up account, etc.)
• Offer customized program, unit and institutional knowledge to patients and families on day-one of admission to help welcome and orient patients to unit.
• Support care teams in discharge planning (e.g., booking family meetings, support with arranging transportation - external transfers, family/caregiver/ home care communication, print discharge documentation for patients/families).
• Manage locked unit patient, family and visitor access (buzz people in and out as needed).
• Contact Environmental Services to arrange for rooms to get cleaned immediately upon discharge.
• Provide communication support to expedite inter-unit and inter-site patient transfers (Bed Allocation, Sending Unit, Receiving Unit, Sending Most Responsible Physician and Receiving Most Responsible Physician).
• Utilizes the screening tools provided as needed to assess eligibility for entrance, including screening for signs and symptoms based on the screening tool.
• Use of In-Basket to notify MRP, MRN, IP staff, as appropriate.
• Clerical screening of incoming referrals i.e. ensure completeness and triage based on urgency.
• Utilizes the screening tools as provided if needed to assess eligibility for entrance, including screening for signs and symptoms based on the screening tool.
• Use of overhead intercom to locate nurses when patients call out, or medical teams / other services (physio, social work) are looking for them.

Other:

• Training and orientation of new staff.
• Cross-coverage.
• Ability to deal with emergency situations in a calm, efficient and prompt manner.
• Assist in special corporate initiatives such as Accreditation as required.
• Other duties as assigned.

Requirements:

• Medical terminology certificate required or completion within 3 months of hire.
• Graduate of a Medical Office Administration Program or equivalent combination of post-secondary education and/or relevant experience.
• Demonstrated strong knowledge of medical terminology within 3 months of hire.
• Well-developed keyboarding/ computer skills with a minimum keyboarding speed of 35 wpm with 80% accuracy (Skill testing will be administered)
• Demonstrated experience in Clinical Information Systems, MS Word, Medical Terminology (skill testing will be administered)
• Strong customer service skills (skill testing will be administered)
• Demonstrated strong organizational, time management and prioritization skills with the ability to multi-task, adjust priorities, coordinate tasks and team members, show strong self-initiative and work well in stressful situations
• Excellent interpersonal, communication, documentation skills with the ability to work well with patients, families, all levels of staff and the community.
• Demonstrated initiative, stewardship and teamwork skills.
• Demonstrated excellence in problem solving and critical thinking skills.
• Demonstrated excellence in verbal and written English communication.
• Maintains own competency and continually seeks ongoing education.
• Seeks help and accepts guidance when a gap in competency is identified.
• Demonstrates values consistent with SHN’s Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation.
• Demonstrates an understanding of and commitment to SHN's comprehensive safety programs and practices including staff safety, patient safety, and environmental safety and participates in regular in-service education in this area.
• Strong work ethic and commitment is required.
• Demonstrated high standards of work outputs.
• Highly punctual.
• Demonstrated professionalism and reliability.

Asset:

• A minimum of one-year registration experience in a hospital setting
• Experience using Electronic Medical Records
• Experience using EPIC and/or SAP
• Ability to speak a second language

Accommodation and Diversity Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.
We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

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