1. Customer Service Skills used with all MHS customers
2. Patient satisfaction, confidentiality of patients, and compliance with HIPPA regulations
3. Customer accommodation
4. Patient Satisfaction with less down time for MHS departments waiting for “no show” or late/lost patients

1. Use of Standard English grammar and spelling in oral and written communications.
2. Able to utilize good listening skills as a means of preventing and/or solving conflicts with a variety of customers.
3. Phone calls answered, placed and transferred in a timely and business format.
4. Accurately records communications using
5. Standard English, proper grammar and common spelling
6. Solicit information from customers required for patient admission and documentation, including financial and insurance information.
7. Prioritize emergent, critical patient care information from charge personnel to appropriate individual in a timely fashion.
8. Is able to facilitate unit communications to all department members.
9. Is able to participate in unit committees and projects as interested and needed.
10. Is able to attend staff meetings or do follow up of staff minutes as delineated in departments.
11. Is able to participate in continuing education.

1. Work with Charge Nurse/Supervisor to adequately supply the department with appropriate staff to care for patient population.
2. Update and reference call roster and daily call assignment.
3. Follow up with received department census report to confirm accuracy.

1. Is able to look up a patient in LW; register the patient without creating a duplicate medical record; place orders; place patient charges; transfer the patient from one department to another; look up test results; find information in patient’s MMG EpicCare chart using Epic Web.
2. Is able to access their individual email account on the MHS Intranet. Can send and receive emails.
3. Is able to access the MHS Intranet to include MHS Polices and Procedures, Education, MultiNews update; employee directory; and other information on MHS.
4. Is able to register a patient in LastWord using the standard look up procedure (to prevent duplication of medical records and activate existing medical record numbers for registration when located); place accurate demographics in the patient’s record using patient confidentiality while soliciting the information.
5. Is able to distinguish between the admitting, attending and specialty physicians and place in the appropriate location in the patient record.
6. Is able to accurately process physician’s orders into the LastWord system to the appropriate receiving department.
7. Is able to follow up on initial work completed to assure work was initially completed accurately and is being processed.
8. Is able to distinguish on lab and X ray print outs the notification that results are abnormal and to bring that to the attention of the person in charge.
9. Is able to distinguish which orders are needed more urgently and process them first
10. Is able to complete discharge of a patient in LastWord.
11. Is able to input accurate charges into computer, and during downtime processes appropriately on downtime requisitions.
12. Is able to discern if accurate charges were made to patients from the printout sent from Information Services.
13. Is able to generate a receipt for customer when payments are received.
14. Is able to send received funds to finance office with appropriate paperwork.
15. Is able to discern what information needs to be forwarded to Patient Accounts for received cash.

1. Is able to acquire current and accurate patient insurance information.
2. Is able to distinguish and document third party liability information.
3. Is able to verify authorization of payment for those specific insurance providers that require it.
4. Can assist the patient in completing the appropriate financial forms accurately.
5. Is able to assist the patient and family on financial counseling as needed.

1. Is able to assign a patient to the appropriate bed based on patient diagnosis, infection control needs, prisoner requirements, equipment needs, and patient acuity and transfer them in LastWord.
2. Is able to generate an accurate ID band for each patient.
3. Is able to generate an accurate addressograph plate for each patient and dispose of using MHS guidelines and HIPPA requirements
4. Is able to provide communication to appropriate source to meet patient needs.
5. Is able to complete consent for patient treatment and assignment of insurance benefits.
6. Is able to identify the stages in growth and development to respond appropriately to the individual.
7. Is able to include family in patient care plans.
8. Is able to practice personal post ­traumatic stress syndrome debriefing for trauma, death, and illness related to client exposure
9. Is able to schedule MHS clients for appointments
10. Is able to schedule MHS clients for ordered test/exams.
11. Is able to report/notify appropriate facilities of mandated incidents such as animal bites.
12. Is able to identify which patients need isolation precautions. Is able to communicate to staff and visitors the implemented isolation precautions for patients and/or their protection. Is able to utilize PPE as needed for personal protection.

1. Is able to obtain previous patient medical records from HIMS.
2. Is able to provide completed, processed patient care charts and records.
3. Is able to accurately file patient care reports and tests in patient care records.
4. Is able to complete patient care records prior to patient discharge.
5. Is able to process patient care records for storage to HIMS.

1. Is able to maintain par level for department supplies.
2. Is able to order required supplies through current system.
3. Is able to place ordered supplies in designated sites.

1. Can order required equipment for patient care through in­house process from designated company in a timely manner.
2. Is able to do minor assembly of patient care equipment as designated per department
3. Is able to process patient care equipment for routine and repair maintenance.
4. Is able to disassemble patient care equipment as designated per department.
5. Is able to return rented patient care equipment through MHS system to owner company
6. Can confirm completion of physician dictation

1. Demonstrate use of designated programs within the MHS computer system following MHS guidelines for use, confidentiality, and password.
2. Can operate and troubleshoot department copy machine.
3. Can operate and troubleshoot department Fax machine
4. Can obtain TTY/TDD device from communications as needed for patient and family care.
5. Is able to emboss patient addressograph plate.
6. Is able to use ENVOY for verification.

1. Is able to secure and retrieve patient valuables in MHS vault during regular and after business hours.
2. Can document in patient care record according to MHS guidelines securing and retrieving patient valuables.

1. Is able to identify and locate physician MHS privileging
2. Is able to identify and locate physician MHS specialty privileging.

1. Is able to accurately identify and use medical terminology in work.
2. Is able to use good English grammar and spelling in work.
3. Is able to type/keyboard at 45 wpm.
4. Is able to accurately file records, reports, and tests in appropriate sites.
5. Is able to accurately file records, reports, and tests in appropriate sites.
6. Is able to print required schedules from sources.
7. Can maintain required department manuals to current information.
8. Can maintain required statistics as required by department.

1. Is able to prioritize work to complete emergent/urgent first.
2. Is able to manage time to complete work projects and assignments in designated time.

1. Is able to identify what is classified as casual business attire to wear.
2. Is able to limit jewelry and location worn according to MHS policy.
3. Is able to cover tattoos according to MHS policy.

1. Is able to distinguish and use the appropriate emergency number based on location in the MHS system.
2. Is able to identify a Code yellow and follow MHS guidelines when code is initiated.
3. Is able to identify a Code 4 and follow MHS guidelines when code is initiated.
4. Is able to identify and distinguish between a Code 10 and Code 99 and follow MHS guidelines when the codes are initiated.
5. Is able to identify an Earthquake and follow MHS guidelines when code is initiated.
6. Is able to identify an Evacuation and follow MHS guidelines when an evacuation is initiated.
7. Is able to identify and distinguish between a Code Red and a Code Green and follow MHS guidelines when codes are initiated.
8. Is able to identify Hazardous Material Incident and follow MHS guidelines when incident is initiated.
9. Is able to identify Code Pink and follow MHS guidelines when code is initiated.
10. Is able to identify Security Incidents and follow MHS guidelines when incident is initiated.
11. Is able to identify Code Orange and follow MHS guidelines when code is initiated.
12. Is able to identify Utility System Failure and follow MHS guidelines when code is initiated.

28 hours classroom/48 hours clinical lab. At the completion of this course, the learner will be able to operate the MultiCare System (MHS), (the employer) computer systems by inputting and retrieving accurate data – including patient look up, patient registration, order and charge placement, patient transferring, lab and imaging test results look up, and use Epic web to look up patient information in MMG physician office records; access and send emails; access MHS policies and procedures and employee directory; produce word­processed documents; and provide accurate memos.

4 hours classroom/24 hours clinical lab. At the completion of this course, the learner will be able to handle the multi­line MHS phone system and features including answering calls, transferring/forwarding calls, retrieving and deleting messages, calling in emergency codes, and set phone messages.

12 hours classroom/12 hours clinical lab. At the completion of this course, the learner will be able to illustrate customer service to all MHS clients using caring actions and other skills.

2 hours classroom/5 hours clinical lab. At the completion of this course, the learner will be able to generate appropriate phone and personal responses to all MHS customers and staff.

4 hours classroom/1 hour clinical lab. At the completion of this class, the learner will be able to: diffuse angry or difficult people and practice post­traumatic stress syndrome debriefing for trauma, death, and illness related to client exposure.

12 hours of classroom/14 hours of clinical lab. At the completion of this class, the learner will be able to accurately identify anatomical and physiological sites and processes.

6 hours of classroom/14 hours of clinical lab. At the completion of this class, the learner will be able to: identify common pharmacological drugs used in patient care and place accurate physician orders.

4 hours of classroom/2 hours of clinical lab. At the completion of this class, the learner will be able to: Obtain accurate information of medical insurance processing.

2 hours of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: process funds from MHS clients.

1 hour of classroom/2 hours of clinical lab. At the completion of this class, the learner will be able to: maintain par level supplies by ordering, receiving, and stocking.

1 hour of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: Process internal and external patient care equipment.

3 hours of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: operate copy and fax equipment located in their department; obtain the TDD/TTY equipment from communications source.

1 hour of classroom/.5 hour of clinical lab. At the completion of this class, the learner will be able to: apply patient rights to MHS client care.

1 hour of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: maintain patient confidentiality in and out of the work environment.

1 hour of classroom/.5 hour of clinical lab. At the completion of this class, the learner will be able to: support advance directive documentation in their job role.

2 hours of classroom/48 hours of clinical lab. At the completion of this class, the learner will be able to: provide completed, processed patient care charts and records.

2 hours of classroom/14 hours of clinical lab. At the completion of this class, the learner will be able to: produce accurate, complete documents/forms for patient care.

1 hour of classroom/.5 hour of clinical lab. At the completion of this class, the learner will be able to: access physician privileging information.

1 hour of classroom/.5 hours of clinical lab. At the completion of this class, the learner will be able to: process patient valuables to and from the security safe and document in the patient care record.

1 hour of classroom. At the completion of this class, the learner will be able to advocate for the patient.

1 hour of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: process patient bed assignments.

1 hour of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: acquire patient ID bands.

1 hour of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: acquire patient ID bands.

1 hour of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to: provide accurate and appropriate communication for patient referral.

1 hour of classroom. At the completion of this class, the learner will be able to manage their time to complete their workload.

1 hour of classroom/3 hours of clinical lab. At the completion of this class, the learner will be able to maintain current staffing rosters.

1 hour of classroom/1 hour of clinical lab. At the completion of this class, the learner will be able to compare obtained census reports to actual patient population.

1 hour of classroom. At the completion of this class, the learner will be able to dress in a professional manner acceptable to MHS policy and procedure for dress code.