Major Responsibilities: Departmental/Unit Support Activities: Completes activities that support the department reputation and result in efficient and effective operations on a daily basis.     1)Perform, meet and greet function for all visitors to the department.     2)Answer the phones for all of the departmental areas.     3)Immediately resolves customer issues/concerns that fall within scope of their job description and competency.     4)Triage calls while securing information to minimize need to forward caller.     5)Works in a manner that is in compliance with hospital infection control standards, OSHA and other regulatory agencies, i.e. serves as D.S.L.     6)Keep the department supplies stocked, maintain a current supply of required patient forms including downtime forms and dispose of outdated forms.     7)Complete daily departmental safety rounds which include checking the corridors and the general environment for safety issues.     8)Keep work area and other public areas of the department neat and orderly.     9)Perform daily check of all office equipment, e.g. printers, copiers, etc. for proper functioning and follow through on all maintenance activities to keep equipment in good working order.     10)Maintain departmental/unit logs, statistics, CQI indicators, minutes and reports. Departmental/Unit Support Activities: Completes activities that support the department reputation and result in efficient and effective operations on a daily basis. (Accountability A continued...)     1)Type and post all meeting minutes.     2)Monitor and assist with completion of department charges every shift; identifies any problems with charges.     3)Check and keep up the department bulletin boards and post all recognition and unit information, e.g. CQI outcomes, newsletters, announcements, etc.     4)Complete supply procurements and follow trends regarding management of supplies in order to make appropriate adjustments to departmental par stock levels.     5)Maintain overall department appearance and resolve housekeeping matters.     6)Participate in cost containment strategies with efficient use of resources.     7)Request and monitor equipment rental along with processing payment; keep supporting documentation. Customer Support Activities: Interactions with all customers (patients, family, physician and other co-workers) will be based on Advocate’s Service Expectations.     1)Welcome and greet all visitors that arrive in the department.     2)Escort visitors to their destination if they need assistance.     3)Answer telephone utilizing the hospital standard script.     4)Utilize Customer Service Recovery Skills when interacting with a dissatisfied customer. Self and Team Development Activities: Responsible for development of self and team to improve skills and morale of department.     1)Assesses own learning needs, seeks appropriate training and development and sets own objectives and goals.     2)Participates in cross-training to other departments, as identified, especially in Pulmonary Services.     3)Serve to improve the morale of the department by fostering positive communication between all members of the healthcare team.     4)Orient new staff members to the clerical role including hospital computer systems and phone system.     5)Fosters an environment where Advocate’s values can flourish: • Compassion - Care for the whole person • Equality - We respect everyone • Excellence - We are empowered to improve • Partnership - We pool our talents as a team • Stewardship - We make sensible use of our resources     6)Actively participates in unit meetings and provides positive suggestions for improvement of the unit team.     7)Holds self and others accountable for clinical practice.     8)Participates in recognition efforts of team and hospital.     9)Suggests, identifies, communicates and implements improvement ideas within scope of responsibility.     10)Performs duties and projects as requested by the manager. Quality Improvement: Responsible for participating in quality improvement efforts for the department and hospital.     1)Assists with the collection of quality data for the department.     2)Produces quality reports for the department in conjunction with the Clinical Education Leader and Manager.     3)Participates in identifying trends for data.

Education/Experience Required:• High School diploma or equivalent; Associate’s Degree preferred • One year of office experience as a clerk or receptionist.

Knowledge, Skills & Abilities Required:• Good communications skills • Ability to work accurately • Good typing skills • Good interpersonal skills • Basic computer skills: Word, Excel and PowerPoint • Ability to identify problems and initiate problem-solving skills NA

Physicial Requirements and Working Conditions: • Ability to work in a fast paced environment with time constraints. • Ability to handle multiple tasks. If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.



This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.