Emergency Services Representative, Adult Emergency Department, Full-time, Night shift

Renowned as the academic flagship of the University of Maryland Medical System, our Magnet®-designated facility is a nationally recognized, academic medical center with opportunities across the continuum of care.  Come join UMMC and discover the atmosphere where talents and ideas come together to enhance patient care and advance the science of nursing.  Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won’t find a more vibrant place to work! 

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. 1. Responsible for maintaining communicating with registration, nursing, case management, and physician staff.  Effective communication is necessary to ensure the smooth processing and disposition of patients while assisting patients and visitors in the ED, and providing administrative/clerical support in all treatment areas.
      1. Communicate effectively with immediate supervisor.  Provide information regarding work progress, actions, and issues in a timely and effective manner.   
      2. Communicate with case manager regarding patients with special needs and those requiring transfer to other facilities.
      3. Provide waiting families and friends with updated information regarding patient status.  Also provide patients and visitors with information pertaining to hospital policies, in-house directions, and patient locations.
      4. Communicate with patients and families with courtesy, projecting a positive service image in accordance with the Medical Systems’ guest relation policy.  Observe patient right to privacy in handling personal information.  Demonstrate empathy and sensitivity to families in particularly acute physical conditions, specifically, those admitted to Shock Trauma or Emergency Services.
   2. Provide administrative/clerical support for the treatment areas:
      1. Keep the communications/control desk area clean and orderly. Page consultants as requested by physicians and /or nursing staff.
      2. Answer multiple telephone lines and direct calls to the appropriate person, department or service.
      3. Preparing Operating Room charts for patients being admitted/transferred to surgical services across the Medical Center.  Ensuring the paperwork is organized and maintained according to standards outlined by Peri-Operative Services.
      4. Ensure all admission and observation requests for Emergency Department patients are entered appropriately into bed management system (Teletracking), in accordance with departmental and medical center standards.

1. 3.  Additional daily responsibilities include but are not limited to:  performing clerical duties         required for the unit such as photocopying, filing, typing, maintaining various records and logs and ordering supplies and meal trays for the unit.  Gather and record data used for individual, team and feedback performance reporting.  Including MIDAS data entry for use in compliance and quality improvement initiatives. 
2. 4.  Continuously develop skills in areas such as quality improvement, customer service and interpersonal skills. Participate in UMMS educational opportunities and departmental staff meetings. Attend in-service training programs as required; particularly those related to changes in the on-line computer.
3. 5.  Assist supervisor with training of new Emergency Services staff by demonstrating department operating processes and procedures.
4. 6.  Continuously identifies improvements to work processes through customer contact, individual outcomes, etc.; communicates recommendations to manager.
5. 7.  Perform related duties as required.

• Completion of a high school level education with attainment of a high school diploma or a State High School Equivalency Certificate (GED).  Completion of some college coursework is strongly preferred.
• Two (2) years work experience in a clerical or receptionist position in a health care setting such as an acute care hospital, physician’s office.
• Knowledge of PC operation of an on-line patient registration system for entry and retrieval of demographic and financial information. Ability to operate routine office equipment such as copy machine, fax machine, telephone, etc. 
• Ability to effectively listen to patient information and  understand  patient complaints and resolve using positive, proficient guest relations skills, and sensitivity to the physical circumstances of the patient.
• Knowledge of basic medical terminology.
• Ability to work independently and to respond effectively under stress.
• Ability to lift patient luggage of no more than 30lbs.

All your information will be kept confidential according to EEO guidelines.
Compensation:

• Pay Range: $17-$22.47
• Other Compensation (if applicable):
• Review the 2025-2026 UMMS Benefits Guide

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