ED Unit Receptionist

Job Summary:

The Unit Receptionist is directly accountable to the Nurse Manager of the department and indirectly to the Team Leader, and/or House Supervisor. The Unit Receptionist is an unlicensed person who performs indirect care in the department setting. Meets the communication needs of the department including answering the phone. Prepares and compiles records on the unit. Orders supplies for the unit, prepares and completes each patient’s chart for necessary forms needed on a daily basis. Able to assist nursing staff for duties involving indirect patient care. Performs customer service by escorting patients and families.


  • Perform customer service by escorting patient and families when appropriate
  • Notify RN when any lab, Xray or other results are received for review.
  • Checks for accuracy, completeness and correctness of patients records. Assemble charts on new admissions and prepares charts for patient transfers
  • Escorts patients to the patient care area, assists with disrobing of patient, and preparing for an exam.
  • Assists with patient comfort measures: providing blankets, pillows, drinks/water, delivery of food tray, etc.
  • Transports patients as needed to other units for testing as directed by RN or Physician
  • Maintain organized nurse’s station, monitors for noise levels, ensure good work flow at the desk area
  • Aware of importance of patient identification when re banding a patient or chart filing
  • Notify BioMed of malfunctioning equipment
  • Practice telephone etiquette at all times
  • Orders supplies and stocks as required
  • Demonstrate thorough knowledge of the organization’s mission, vision and values
  • Avoid and prevents injury to self by applying principles of body mechanics
  • Report all unusual incidents to the appropriate person. Understand and abide by all departmental and hospital policy and procedures
  • Attend scheduled in-services
  • Knowledge and adherence to JCAH/ODH/CMS standards
  • Comply with Code of Ethics and HIPAA requirements
  • Knowledge of the hospital safety program and emergency codes and emergency preparedness procedures
  • Maintain the department in a neat, clean and orderly manner eliminating any seen or known hazards
  • Knowledge and compliance with standard and transmission-based precautions

Education and Experience:

  • High School Diploma or GED
  • BLS within 3 months of hire and maintain current
  • Six months previous experience as a monitor tech preferred
  • Knowledge of Medical Terminology preferred
  • Proper use of grammar/language and standards of conduct required
  • Proficient computer skills

Required Skills/Abilities:

  • Must possess strong computer skills, EMR and Microsoft Office
  • Must be able to prioritize tasks.
  • Must be willing to float to other departments to meet patient care needs
  • Does not use unacceptable abbreviations and alert physicians and staff when transcribing orders. Checks for completeness, accuracy and correctness of patients record.
  • Maintains multiple printers, fax, scanner, radio, multi-line phones, radiology and cardiac systems, EMS documentation system.
  • Obtains records from other facilities and facilitates transfer of patients to other facilities as needed.
  • Has the ability to multi-task at a rapid pace, taking direction from providers, paging/calling physicians and other departments, answering all phone calls, assists the Team Leader with maintaining a steady flow of the department.
  • Independently recognizes and performs duties which need to be done without being directly assigned. Establishes priorities; organizes work and time to meet them.
  • Recognizes and responds to priorities, accepts changes and new ideas. Has insight into problems and the ability to develop workable alternatives.
  • Accepts constructive criticism in a positive manner.
  • Adheres to attendance and punctuality requirements per hospital policy. Provides proper notification for absences and tardiness. Takes corrective action to prevent recurring absences or tardiness.
  • Uses time effectively and constructively. Does not abuse supplies, equipment, and service.
  • Observes all hospital and departmental policies governing conduct while at work (e.g., telephone and computer use, electronic messaging, smoking regulations, parking, breaks and other related policies).
  • Understand, respects and displays sensitivity to culture, age and persons with disabilities.
  • Participates actively and positively affects the outcomes of customer service activities.
  • Uses effective collaborative strategies as evidenced to include:
  • Developing peer relationships that enable the work group to accomplish the daily workload within the allotted time frame and achieve departmental goals
  • Recognizing and understanding that as a member of an interdependent group, collaboration and compromise is required in order to maintain the effectiveness of the group as a whole to effectively resolve problems
  • Timely notification to Department Manager of potential problems or concerns. When faced with a problem or concern, is proactive by presenting suggested solutions at the time that the Department Manager is made aware of the problem or concern.
  • Displaying teamwork ability to promote cooperation and collaboration; gaining support for programs and goals.
  • Supports Patient Rights
  • Displays honesty and respect for others, and respect for the organization as evidenced by:
  • Treating internal and external customers as the most important part of the job
  • Being sensitive to customer’s emotions, thoughts and feelings
  • Refraining from negative comments of any kind where the public or other customers can hear.
  • Taking appropriate actions to resolve the concern
  • Facilitates and enhances communication as evidenced by:
  • Effective and timely processing of customers' requests according to hospital and departmental policies.
  • Utilizing verbal communication methods, which enable others to clearly understand what is being said.
  • Utilizing verbal and nonverbal behaviors without being defensive, manipulative, aggressive or controlling.
  • Using written communication that is legible, timely and at a level based on the position specific requirements.
  • Listening attentively to ensure effective two-way communication
  • Expressing and accepting feedback in a professional manner
  • Answering the telephone with stating department, name and greeting
  • Interacts with coworkers, other hospital staff, physicians, and the public in a courteous, professional and efficient manner
  • Observes dress code policy and wears hospital identification as required by our policies and procedures
  • Complies with federal, state, local laws that govern business practices. Complies with all Department of Health Services requirements for CMS, and JCAH standards that apply to the position.
  • Follows standard precautions and transmission-based precautions as shown by consistent use of appropriate personal protective equipment.
  • Adheres to procedures for the disposal of waste – household waste and biohazard waste as well as the proper disposal of sharps.
  • Is knowledgeable in the hospital safety program and takes necessary steps to maintain a safe environment. Adheres to safe work practices in order to prevent injuries and illnesses.
  • Is familiar with emergency codes and emergency preparedness procedures and understands his/her role in response to each of the emergency codes (Code Blue, Code Pink, Code Green, Code Adam, Code Yellow, Code Gray, Code Silver, Code Red, Code Violet, etc.)
  • Maintains the department in a neat, clean, and orderly manner, especially in own work area.
  • Understands and participates in the continuous quality improvement process and applies it in performing everyday tasks/duties by assisting in finding new and better ways of performing duties and responsibilities.
  • Understands performance improvement concepts and demonstrates understanding including defining performance improvement, and verbalizing at least one major goal of the performance improvement program within the hospital setting, ability to describe a quality improvement problem solving process (e.g., PDCA) and how its use assists in reaching improving patient outcomes and/or organizational quality improvement goals and verbalize at least one departmental or hospital wide improvement initiative that has occurred within the last 12 months.
  • Continually strives for self-improvement in areas of responsibility by attending continuing education classes

Physical Requirements:

  • Frequent Sitting, standing and walking
  • Occasionally reaching, bending, pulling, pushing, twisting and squatting
  • Frequent hand and wrist deviation
  • Occasionally lift/carry up to 50 pounds
  • Occasionally be exposed to hazardous chemicals or infections and Ionizing radiation
  • Occasionally required to wear Personal Protective Equipment