- Greets all customers warmly
- Makes eye contact
- Introduces self and calls patients/ customers by name
- Provides all assistance needed in a friendly and caring manner
- Demonstrates kindness, compassion, courtesy and respect.
- Demonstrates good listening skills.
- Demonstrates a willingness to help.
- Greets and performs tasks with a smile.
- Practices the 5 fundamentals of communication (AIDE-T) (Acknowledge, Introduction, Duration, Explanation, and Thank you).
- Practices professional telephone courtesy.
- Responds to patient's complaints/patient issues take priority.
- Accepts responsibility for actions.
- Demonstrates communication excellence.
- A team player and "spotlights" other members of the team.
- Lends a helping hand to co-workers without being asked.
- Keeps the workplace clean and neat.
- Offers to escort visitors to their destination.
- Refrains from personal conversations in front of patients, families or visitors.
- Maintains a positive, professional attitude.
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Charge RN - Los Alamitos, United States - UCI Health
Description
Job Summary
Reporting to the Clinical Manager and Director of Medical - Surgical and Telemetry Services, the Charge Nurse is a management position responsible for organizing, planning, directing, coordinating, and providing high quality, individualized patient care pursuant to the position accountabilities set forth below.
This includes assisting with the development and implementation of systems for evaluation of clinical competency of the nursing staff, helping to develop and update standards and policies, consultation of the nursing staff for complex nursing issues.
It includes providing pertinent continuing education for existing staff, mentoring of new staff, and Performance Improvement activities.TECHNICAL SKILLS/JOB SPECIFIC SKILLS/*ESSENTIAL FUNCTIONS
TELEPHONE SKILLS - Demonstrates hospital telephone etiquette by answering the phones promptly, courteously and identifying depa1iment and self.
POLICIES/PROCEDURES- Is aware of and follows all hospital and department policies and procedures.
TEAM WORK- Promotes positive co-worker relationships through team work and cooperation. Understands and supports the needs of individuals in
other departments and promotes conflict resolution. Shares information, work knowledge and experience with coworkers, physicians and students in a non-threatening manner. Offers assistance and promptly responds to requests.
PRODUCTIVITY -Maintains high productivity and performs efficiently regardless of whether the work volume is high or low. Appropriately prioritizes work activities. Responds to difficult situations with self-control and a positive attitude. Makes decisions independently and knows when to ask for assistance. Exercises good judgment and arrives at sound decisions.
CLINICAL SKILLS
Maintains clinical expertise to provide optimal patient care and act as a resource to the staff.
Documentation is accurate, complete and legible.
Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served.
Demonstrates knowledge of the principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his/her age-specific needs, and to provide the care needed by the following patient groups: Child (Birth - 12 Surgical Unit); Adolescent ; Adult ; and Older Adult
POSITION ACCOUNTABILITIES
Assist in interviewing applicants for unit positions and make hiring recommendations to the Clinical Manager/Director.
In making hiring recommendations, Charge Nurses should independently evaluate and assess each candidate's skills, abilities, competency, experience, expertise, and other job qualifications in relation to unit needs.
Evaluate probationary employees and make recommendations on whether to retain probationary employees.In making recommendations on the retention of probationary employees, Charge Nurses should independently evaluate each probationary employee's job performance as it relates to specific job functions, patient care issues, communication skills, appearance, responsiveness, and customer service skills.
Assist with annual evaluations.Charge Nurses should assist with completing the performance evaluation by independently rating the employee on each enumerated category under evaluation.
Make daily patient assignments, and schedule breaks and meal periods for each shift.To determine appropriate assignments of unit personnel on each shift, Charge Nurses shall make independent scheduling decisions and consider each employee's skills, abilities, competency, experience, and expertise given such factors as patient census, patient acuity, complexity of treatment, and the language needs of patients.
In the event of a staffing shortage or emergency, the Charge Nurse shall cover the shortfall by reassigning personnel to make the most effective utilization of unit resources.
In the event that unit staffing is more than adequate to meet existing staffing needs, the Charge Nurse shall have the authority to allow unit employees to leave early after consulting with the House Supervisor.
Charge Nurses shall have the authority to independently assess the staffing needs of the unit to determine whether a shortage or shortfall exists and make any necessary decisions to effect the proper staffing adjustments in consultation with the House Supervisor.
Supervise and delegate work to all unit employees on duty during the Charge Nurse's shift including staff registered nurses, licensed vocational nurses, nursing assistants, unit secretaries, and technicians.
Where appropriate, adjust grievances and resolve problems or complaints among unit employees that arise during the shift concerning scheduling, assignments, breaks, and meal periods, or other conflicts which may arise between unit employees.
Maintain communication with the House Supervisor having an awareness of the patient flow and staffing throughout the hospital.
Utilize Performance Improvement tools to assist with employee counseling in response to violations of hospital rules and policies, or in situations involving patient care issues.
Assists to implement new policies and procedures, and programs.
Participates in hospital-wide committees as assigned by the Clinical Manager or Director.
Participates in patient care conferences, discharge planning conferences.
Completes computerized system staffing, scheduling, acuity, etc.
Assists with compliance with Commitment to Quality Initiatives and Core Measure Practice Standards.
Rounding hourly for patient satisfaction and safety.
Discharge timeouts completed on every discharge.
Participates in formulation and revision of policies and procedures.
Attends 90% of the Charge Nurse meetings.
Disseminates information to staff via approved systems.
Maintains unit records i.e. staff meeting minutes, communication books, staff assignments, etc.
Responsible for maintaining unit productivity hours within budget.
Assists in maintaining staff records i.e. licensure, certifications, and nursing competencies.
Exhibits and adheres to facility customer service standards.
Performs other duties as assigned.
CUSTOMER SERVICE
Takes personal responsibility for providing quality services every day.
Displays outstanding customer service skills:
Displays sensitivity to an individual's race, color, religion, sex, sexual orientation, national origin, age, disability or any characteristic protected by law.
Compassionate to patients, families, visitors, physicians and co-workers.
