Job Description

Location: Rockledge Regional Medical Center
Posted Date: 9/2/2021
Position Summary:
Assists in planning, organizing, implementing, and evaluating the activities occurring in the nursing station by performing clerical and receptionist duties and maintaining the physical environment of the area.
  • Equal Employment Opportunity
    Steward Health Care is committed to the principle of Equal Employment Opportunity for all employees and applicants. It is our policy to ensure that both current and prospective employees are afforded equal employment opportunity without consideration of race, religious creed, color, national origin, nationality, ancestry, age, sex, marital status, sexual orientation, or present or past disability (unless the nature and extent of the disability precludes performance of the essential functions of the job with or without a reasonable accommodation) in accordance with local, state and federal laws.
  • Americans with Disabilities Act
    Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
  • Job Responsibilities
    The shaded areas of the following statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential functions of the job and should not be considered as a detailed description of all the work requirements of the position. The specific job duties may be changed by Steward Health Care with or without prior notice based on the needs of the organization.
Employee Performance Appraisal
Employee Name: Employee Number:
Supervisor Name: Appraisal Due Date:12/31/2021
Qualifications:
Related work experience needed to perform this job successfully.
Years of Related Experience
MinimumPreferred
0-1X
2-4 X
5-8
8+
Licensure/Certification/Education (Required):
List any license, certification or education required for this job (e.g. driver's license, RN License, HHA Certification, Master's Degree, etc.)
Licensure/Certification/Education (Preferred):
List any license, certification or education preferred for this job (e.g. driver's license, RN License, HHA Certification, Master's Degree, etc.)
Specialized Skills (Required):
List the minimum specific knowledge and skills necessary to perform this job (e.g., homecare exp., med/surg exp., basic accounting principles/practices, spreadsheets, word processing, etc.)
  1. Basic Computer skills
  2. Experience as a secretary in the heath care field or formal unit secretary course
Specialized Skills (Preferred):
List any preferred knowledge and skills necessary to perform this job.
  1. Medical Terminology Class
Age of Patients Served (For Nursing/Patient Care Positions):
Neonatal/Infant (birth – 1 yr.)
Child/Pediatric (1 – 11 yrs.)
Adolescence (12 – 17 yrs.)
Adult (18 – 64 yrs.)X
Geriatric (65 years+)X
Principal Contacts: Check the principal contacts in each category, by department/organization and position title (e.g., patients, family members, vendors, healthcare providers, outside agencies, etc.).
Type of ContactBrief InteractionProvide and/or Receive InformationPersuade and/or Influence Others
Internal:XXX
External:XXX
Financial ($) Responsibilities: (all that apply)
Daily resource management (time, materials, etc.)X
Project
DepartmentX
Multi Projects/Departments
Physical Effort: (check one)
Minimal physical effortX
Moderate physical effort (e.g. continuous typing, occasional lifting, prolonged standing/bending, etc.)
Frequent/strenuous physical effort (e.g. heavy lifting, sustained physical effort, extensive carrying, pushing, pulling, etc.)
Equipment Used:
List the equipment used to perform this job (e.g., personal computer, general office equipment, etc.)
  1. General Office Equipment (PC, Telephone, Copier, Fax)
  2. Patient Call System
  3. Telemetry Monitor station
Work Environment
OSHA Category
  1. (Tasks involve exposure to blood, body fluids or tissue.)
  2. X (Tasks involve occasional and/or unplanned exposure to blood, body fluids or tissue.)
  3. (Tasks do not involve exposure to blood, body fluids or tissue.)
List exposure to adverse conditions such as dust, fumes, hazardous substances, weather, machinery, etc.
  1. Hazardous Substances

Section 1. Organizational Duties, Responsibilities, and Competencies

1a. Makes a positive first impression.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not provide information to people on what they can expect.
  • Does not make a good impression on others by making them feel welcome.
  • Does not smile, make eye contact, or direct people who may be lost or confused.
  • Does not introduce self and explain role.
  • Does not knock on patient door before entering.
  • Does not follow dress code, take pride in appearance, self and workplace.
  • Makes people feel welcome.
  • Smiles, makes eye contact, and directs people who may be lost or confused.
  • Always introduces self and role.
  • Knocks on patient door before entering.
  • Follows dress code, takes pride in appearance, self and workplace.
  • Advises people on what they can expect.
  • Consistently follows dress code, takes pride in appearance and makes a positive first impression.
  • Always make customers feel welcome and that their needs are most important.
Scoring:
12345

Comments:

1b. Communicates effectively.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not communicate clearly or communicates information that is not factual.
  • When communicating, does not use a concerned and caring tone.
  • Does not answer telephone calls appropriately or with a helpful attitude.
  • Does not use appropriate language and tone of voice when speaking with co-workers, patients or visitors.
  • Does not maintain and protect issues of privacy and confidentiality.
  • Does not utilize communication avenues wisely or appropriately.
  • Does not adhere to Steward Principles
  • Is not courteous, tactful or professional when dealing with others.
  • Does not embrace cultural or ethnic diversity.
  • Answers telephone calls by identifying name and department. Transfers calls or directs guest to needed location.
  • Uses appropriate language and tone of voice, avoiding jargon.
  • Maintains and protects issues of privacy & confidentiality.
  • Uses communication avenues wisely, such as, e-mail, and other communication devices.
  • Communicates clearly, concisely, and with factual information.
  • Communicates in a concerned and caring tone
  • Is always courteous and tactful when dealing with others.
  • Always embraces cultural and Ethnic diversity.
  • Always adheres to Steward Principles
  • Consistently uses excellent oral communication skills, making eye contact and using appropriate body language.
  • Always maintains and protects issues of privacy.
  • Consistently uses internal communication systems appropriately.
  • Goes above and beyond in exemplifying Steward Principles
Scoring:
12345

Comments:

1c. Committed to Co-Workers by contributing to a learning environment that values, empowers, enriches & supports associates.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not maintain regulatory or organizational competencies/mandatories.
  • Does not participate in continuing education activities.
  • Does not share information and expertise with co-workers.
  • Does not support the orientation process.
  • Does not offer assistance to co-workers.
  • Does not provide positive reinforcement to others.
  • Is delayed in licensure/certification renewal process.
  • Maintains & documents competencies and annual mandatories.
  • Participates in continuing education activities.
  • Supports new associates in the orientation process.
  • Shares information & expertise with co-workers.
  • Pitches in, offers help and assistance to co-workers.
  • Gives positive reinforcement to others.
  • Maintains licensure/certifications as applicable.
  • Shows initiative for self-development and growth.
  • Seeks opportunities both internally and externally to improve current competencies or develop new competencies.
  • Willingly mentors co-workers.
  • Is recognized as a person who teaches and supports others.
Scoring:
12345

Comments:

1d. Resolves problems constructively.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Disagrees and argues in front of others.
  • Does not listen or appear to be attentive to problems or complaints.
  • Tends to criticize or blame others instead of finding a solution when faced with a problem.
  • Does not implement recovery when necessary.
  • Does not take ownership and drops the ball on issues.
  • Takes ownership to follow up and follow through on issues.
  • Is attentive and listens to others allowing them to ask questions and communicate their needs.
  • When presented with a problem, finds a solution and does not blame or criticize others.
  • Implements recovery when necessary.
  • When in disagreement, does not argue in front of others.
  • Uses initiative and sound judgment when resolving problems.
  • Recognized as a problem-solver and someone who will help when needed.
  • Is consistently customer focused and results oriented.
  • Always communicates fairly and professionally.
Scoring:
12345

Comments:

1e. Committed to the mission of the hospital.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not show respect and concern for patients, visitors and co-workers.
  • Is not respectful and courteous to customers and patients.
  • Requires reminding of organization’s mission, values and goals.
  • Does not maintain confidentiality of others.
  • Incorporates the emotional and physical needs of patients, visitors and/or co-workers in daily activities.
  • Is recognized by co-workers, patients, and customers as responsive, courteous, respectful and cooperative.
  • Positively promotes the mission, the core values (stewardship, integrity, compassion, competence, courtesy), and goals of the organization.
  • Respects and honors the Patient's Bill of Rights and preserves the dignity, privacy and confidentiality of every person.
  • Attempts to resolve complaints even if you or your department is not the source of the complaint.
  • Recognized as providing quality care to the patients, their families, and our customers.
  • Exhibits understanding, warmth, and kindness at all times.
  • Recognized as a role model in support and commitment to the mission and values of the organization.
  • Volunteers for community outreach/hospital sponsored events.
  • Goes above and beyond the normal call of duty to provide excellent patient care.
  • Goes above and beyond in exemplifying Servant Leadership.
  • Goes above and beyond to ensure the right thing is always done.
  • Goes above and beyond to ensure that we do not settle on mediocre services.
Scoring:
12345

Comments:

Section 2. Job Specific Duties

2a. Performs clerical duties necessary to assist the health care team in the provision of patient care.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not complete all assigned duties in a timely manner.
  • Does not demonstrate the ability to set priorities and complete the workload.
  • Does not demonstrate a high degree of accuracy and attention to detail.
  • Does not use forms required in the day-to-day responsibilities correctly.
  • Does not identify the correct patient when ordering tests, stuffing charts, transcribing physician orders.
  • Does not obtain medical records in a timely and efficient manner and cannot access charts from the computer.
  • Does not maintain a well supplied, organized nursing unit. Doesn’t participate in economical utilization of supplies, equipment and orders supplies in a cost effective manner. Doesn’t check delivered supplies for accuracy and doesn’t stock them in the proper location.
  • Does not complete any assignment left from the previous shifts. Doesn’t report incomplete assignment to ensure continuity of procedures.
  • Does not demonstrate the ability to adapt to change in the workload as needed in view of the patient census, or fluctuations of staffing levels. Does not use time productively.
  • Does not demonstrate the ability to perform accurately in crisis situations.
  • Completes all assigned duties in a timely manner.
  • Demonstrates the ability to set priorities and completes the workload.
  • Demonstrates a high degree of accuracy and attention to detail.
  • Uses forms required in the day-to-day responsibilities correctly.
  • Identifies the correct patient when ordering tests, stuffing charts, transcribing physician orders.
  • Obtains medical records in a timely and efficient manner and can access charts from the computer.
  • Maintains a well supplied, organized nursing unit. Participates in economical utilization of supplies, equipment and orders supplies in a cost effective manner. Checks delivered supplies for accuracy and stocks them in the proper location.
  • Completes any assignment left from the previous shifts. Reports incomplete assignment to ensure continuity of procedures.
  • Demonstrates the ability to adapt to change in the workload as needed in view of the patient census, or fluctuations of staffing levels. Uses time productively.
  • Demonstrates the ability to perform accurately in crisis situations.
  • Always takes the initiative in organizing and maintaining equipment and supplies in a manner which enhances efficiency and productivity
  • Exceeds expected level of accuracy and productivity.
  • Has excellent organizational skills
  • Willingly accepts assignments and performs difficult assignments.
Scoring:
12345

Comments:

2b. Correctly applies knowledge and understanding of applicable policies and procedures.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not demonstrate a thorough knowledge of safety policies and procedures.
  • Does not demonstrate complete knowledge of the chain of command and nursing communication structure.
  • Does not attend required inservices. Doesn’t attend at least eight (8) staff meetings per year.
  • Does not assist in the coordination of patient admissions, transfers, and discharges to provide for a smooth and efficient flow pattern.
  • Demonstrates a thorough knowledge of safety policies and procedures.
  • Demonstrates complete knowledge of the chain of command and nursing communication structure.
  • Attends required inservices. Attends at least eight (8) staff meetings per year.
  • Assists in the coordination of patient admissions, transfers, and discharges to provide for a smooth and efficient flow pattern.
  • Proactively evaluates problems and helps develop solutions.
  • Recognized as a mentor/role model for particular skill set.
  • Recognized as an advocate of team-work.
Scoring:
12345

Comments:

2c. Serves as a patient advocate demonstrating respect for the dignity and confidentiality of the patient.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not respond to patients and visitors with empathy and positive interpersonal skills both on the unit and throughout the institutions various levels and locations.
  • Does not maintain dignity and confidentiality of the patients.
  • Does not use positive verbal, nonverbal, and written communication skills which reflect professional nursing standards. Doesn’t communicate effectively with patients, visitors, coworkers, and medical staff in a pleasant and respectful manner.
  • Does not respond promptly to patient call lights.
  • Does not provide accurate and timely information using the utmost discretion and protecting confidentiality of information.
  • Does not notify appropriate nursing personnel of patient’s requests.
  • Responds to patients and visitors with empathy and positive interpersonal skills both on the unit and throughout the institution’s various levels and locations.
  • Maintains dignity and confidentiality of the patients.
  • Uses positive verbal, nonverbal, and written communication skills which reflect professional nursing standards. Communicates effectively with patients, visitors, coworkers, and medical staff in a pleasant and respectful manner.
  • Responds promptly to patient call lights.
  • Provides accurate and timely information using the utmost discretion and protecting confidentiality of information.
  • Notifies appropriate nursing personnel of patient’s requests.
  • On a regular basis, communication, both oral and written, is well understood by internal and external customers.
  • Receives recognition as having made a difference during the patient’s hospital stay (letters, cards, telephone calls).
Scoring:
12345

Comments:

2d. Acts as an informational resource for both professional and non-professional personnel within the scope of practice.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not demonstrate good judgement in prioritizing information to be communicated to the charge nurse or the appropriate nurse.
  • Does not provide a change of shift report for the next shift, doesn’t clarify any ambiguous information.
  • Does not assist in the orientation of new personnel as assigned. Doesn’t orient new staff to the clerical duties of the unit.
  • Does not demonstrate knowledge of medical and pharmaceutical terminology.
  • Does not offer assistance to other employees, patients, visitors, families and physicians. Doesn’t serve as a resource for people needing direction.
  • Demonstrates good judgement in prioritizing information to be communicated to the charge nurse or the appropriate nurse.
  • Provides a change of shift report for the next shift, clarifies any ambiguous information.
  • Assists in the orientation of new personnel as assigned. Orients new staff to the clerical duties of the unit.
  • Demonstrates knowledge of medical and pharmaceutical terminology.
  • Offers assistance to other employees, patients, visitors, families and physicians. Serves as a resource for people needing direction.
  • Always takes the initiative to complete additional tasks/job duties as assigned.
  • Recognized as a mentor.
Scoring:
12345

Comments:

2e. Assists in maintaining a safe and clean environment. Reports deficits appropriately.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not clean nursing station on own initiative. Doesn’t maintain a safe, attractive, organized environment on the unit.
  • Does not demonstrate a proactive attitude and seek to remedy situations before an accident or mistake is made.
  • Does not report to the nurse manager any suggestions for positive changes or recommendations.
  • Cleans nursing station on own initiative. Maintains a safe, attractive, organized environment on the unit.
  • Demonstrates a proactive attitude and seeks to remedy situations before an accident or mistake is made.
  • Reports to the nurse manager any suggestions for positive changes or recommendations.
  • Anticipates need for and takes initiative to secure equipment/supplies from other departments.
  • Takes initiative to organize work area.
Scoring:
12345

Comments:

2f. Handles incoming and outgoing calls, screens and directs telephone messages to necessary person.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not handle telephone information requests with courtesy, accuracy, and respect for privacy and confidentiality of patient information; does not use discretion when discussing patient matters.
  • Does not take accurate message and doesn’t deliver them to appropriate staff.
  • Does not address patients, visitors, physicians and coworkers in a pleasant and respectful manner.
  • Does not demonstrate a positive attitude on the phone, does not seek guidance and direction as necessary.
  • Handles telephone information requests with courtesy, accuracy, and respect for privacy and confidentiality of patient information; Uses discretion when discussing patient matters.
  • Takes accurate message and delivers them to appropriate staff.
  • Addresses patients, visitors, physicians and coworkers in a pleasant and respectful manner.
  • Demonstrates a positive attitude on the phone, seeks guidance and direction as necessary.
  • Consistently displays accuracy and courtesy when handling patient issues.
Scoring:
12345

Comments:

2g. Performs basic procedures within the scope of training.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not carry out “STAT” orders immediately and doesn’t notify the appropriate nurse and department.
  • Does not demonstrates good judgement in functioning effectively in emergency situations
  • Does not follow written and verbal instructions carefully.
  • Does not complete required paperwork for the patient chart. Does not “thin” charts appropriately.
  • Does not recognize and respond to priorities promptly in the patient care process. Does not exercise good judgement in setting priorities for activities.
  • Does not demonstrate responsibility through responsiveness to others and competent follow-up on matters requiring additional attention, doesn’t report any incomplete work to the charge nurse.
  • Does not perform well in an emergency situation under the direction of a nurse, does not demonstrate knowledge of emergency procedures.
  • Carries out “STAT” orders immediately and notifies the appropriate nurse and department.
  • Demonstrates good judgement in functioning effectively in emergency situations
  • Follows written and verbal instructions carefully.
  • Completes required paperwork for the patient chart. “Thins” charts appropriately.
  • Recognizes and responds to priorities promptly in the patient care process. Exercises good judgement in setting priorities for activities.
  • Demonstrates responsibility through responsiveness to others and competent follow-up on matters requiring additional attention, reports any incomplete work to the charge nurse.
  • Performs well in an emergency situation under the direction of a nurse, demonstrates knowledge of emergency procedures.
  • Initiates follow-up and implements solutions for efficient and safe patient outcomes.
Scoring:
12345

Comments:

2h. Demonstrates the knowledge and skills necessary to provide patient care in consideration of growth, development and social needs.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not transport patients via wheelchair following unit and hospital protocols.
  • Does not assist with the transport of patients via stretcher following unit and hospital protocols.
  • Does not assist with weighing patients upon their arrival.
  • Transports patients via wheelchair following unit and hospital protocols.
  • Assists with the transport of patients via stretcher following unit and hospital protocols.
  • Assists with weighing patients upon their arrival.
  • Is viewed as a role model by others for excellent ability to interact with patients and staff.
Scoring:
12345

Comments:

2i. Demonstrates the knowledge and skills necessary to recognize basic arrhythmias per unit protocol.
Performance Needs ImprovementMeets Performance ExpectationsDemonstrates Excellence
  • Does not accurately assess patient’s rhythm.
  • Does not provide baseline strips per unit policy.
  • Does not keep nurse aware of changes in monitor patterns.
  • Does not prioritize emergencies and take action as needed.
  • Accurately assess patient’s rhythm.
  • Provides baseline strips per unit policy.
  • Keeps nurse aware of changes in monitor patterns.
  • Prioritizes emergencies and takes action as needed.
  • Takes on other added responsibilities.
  • Helps to train new employees
  • Is recognized as a resource and expert in telemetry system.
Scoring:
12345

Comments:

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