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Required Skills

Principle Duties & Responsibilities:
1. Configure, build, and maintain Epic applications to align with business needs.
2. Responsible for system testing, issue resolution, and application troubleshooting.
3. Optimize workflows to improve efficiency and user experience.
4. Provide end-user support, training, and documentation.
5. Perform system demonstrations and training sessions for staff.
6. Partner with clinical and operational teams to assess system needs and enhancements.
7. Work closely with IT, project managers, and leadership to ensure successful system implementations.
8. Monitor system performance, ensuring compliance with organizational and regulatory standards.
9. Participate in system upgrades, testing, and change management processes.

10. Ensure compliance with healthcare regulations, including HIPAA and Meaningful Use requirements.
11. Generate and analyze reports to provide insights into system usage and performance.
12. Contribute to Epic-related projects, ensuring timely delivery.
13. Identify opportunities for workflow improvements and implement best practices.
14. Epic Certification Addendum Acknowledgment
All colleagues in Epic-designated roles are required to review, acknowledge, and sign the applicable Epic Certification Addendum as a condition of employment and continued assignment in an Epic role.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

Principal Duties & Responsibilities:

1. Provide direct first and second level IT/IS support to customers and clients with an emphasis on first call resolution. While providing excellent customer service.

2. Triage, find resolutions, and/or provide possible work around for customer related issues and inquiries within the requirements of MH IS policies and procedures.

3. Communicate and coordinate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

4. Accurately and succinctly identify and communicate customer issues to various IS Division teams for appropriate distribution and identification of issues.

5. Document and update all information, details related to customer issues, steps taken to resolve, or attempts to resolve. Facilitate escalation to appropriate IS support teams as defined in the support documentation.

6. Perform troubleshooting and repair on hardware including computers, laptops, peripherals, printers, scanners, pagers, mobile devices, network connectivity, etc.

7. Acts as liaison between customer departments, Information Services, and software vendors to resolve issues, answer questions, and complete requests for service.

8. For the Helpdesk role, resolve problems or issues over the phone or remotely. Able to walk users through steps for identifying or resolving issues.

9. Use of remote administration and other tools as needed to provide accurate and creative solutions to problems of moderate complexity.

10. Follows-up on service requests to determine the status of calls and to ensure the highest level of customer service and satisfaction.

11. Provide innovative and accurate feedback for the development and maintenance of customer and community facing support documentation.

12. Perform other duties including answering incoming telephone calls to the department, and participating in on call duties and off-site location support

13. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:
· SAFETY: Prevent Harm – I put safety first in everything I do. I take action to ensure the safety of others.
· COURTESY: Serve Others – I treat others with dignity and respect. I project a professional image and positive attitude.
· QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance. I work with others to achieve superior results.
· EFFICIENCY: Reduce Waste – I use time and resources wisely. I prevent defects and delays.
14. Performs other related work as required or requested.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.

Required Skills

• Understands how soiling occurs and the difference between soluble and insoluble soils, and the cleaning process involved.
• Maintains a clean, stocked, and organized cleaning cart and Environmental Services closet per department policy.
• Knowledgeable about the specific use of Environmental Services chemicals and their dilution rates.
• Performs dust mopping and wet/microfiber mopping on hard surface floors.
• Vacuums carpeted areas using an upright vacuum cleaner.
• Handles and disposes of all waste streams, including regulated waste in the hospital.
• Cleans and handles intravenous pumps (IV or Sigma Smart Pumps).
• Cleans in-patient rooms daily.
• Implements A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank You) and Greet and Feet techniques, understanding their impact on patient surveys.
• Performs discharge and transfer cleaning in both in-patient and out-patient settings.
• Follows isolation cleaning procedures, using appropriate Personal Protective Equipment (PPE).
• Responsible for cleaning offices, conference rooms, and furniture arrangement.
• Proficient in cleaning procedures for laboratory settings.
• Routinely cleans public and non-public restrooms and locker rooms.
• Conducts between-case and terminal cleaning in special procedure areas.
• Cleans the pharmacy clean (IV) room.
• Reports facility repair issues (e.g., wall patching, ceiling tiles, leaks) to leadership and submits work orders as needed.
• Maintains all equipment (cleaning carts, vacuums, pagers) following department guidelines.
• Performs general maintenance of hard and soft flooring.
• Adheres to safety procedures with chemicals and equipment use; reports discrepancies.
• Reports injuries to leadership and submits appropriate injury reports.
• Completes all duties proficiently and within designated time frames.
• Participates in required training, meetings, and completes annual learning modules on time.
• Familiar with departmental policies and procedures, monitoring communication boards.
• Performs other related work as required or requested.

Required Skills

Safety and Security:

• Control entry and exit of colleagues and visitors to the unit.
• Check in visitors and ensure all belongings are properly stored before granting access.
• Monitor unit surveillance and cameras, alerting colleagues to potential safety issues.
• Provide a visible deterrent to prohibited activities.
• Report any security or safety risks to all staff.
• Assist in maintaining a safe environment and report unsafe conditions.
• Under the direction of the Registered Nurse, use verbal de-escalation techniques to manage disputes and diffuse potentially violent situations.
• Physically manage combative or violent individuals as necessary, under the guidance of the Registered Nurse.
• Conduct searches of persons, patient belongings, and rooms to ensure safety.

Communication:

• Promptly greet others in a friendly manner.
• Use AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You) and Greet & Feet to direct others.
• Respond to questions and provide direction within the scope of the role.
• Facilitate accurate and professional communication with nursing staff, physicians, patients, and visitors through various methods.
• Use the Physician Profile to ensure accurate paging of physicians.

Information Processing:

• Prioritize stat orders and immediate needs.
• Accurately process orders and input data into the electronic medical record.
• Maintain accurate paper records for non-computerized items.
• Refer patient/visitor concerns to nursing or customer service staff.
• Direct news media inquiries to nursing or public relations staff.

Medical Records Maintenance:

• Assemble admission chart packs and ensure patient identifiers are on all forms.
• Scan patient documents to Medical Records.
• Gather and copy necessary paperwork for patient transfers to other units and facilities.
• Manage sensitive and confidential patient and family information.

Service Requisitions:

• Collaborate with Nursing Material Specialists to ensure adequate supplies are available.
• Review new supplies and equipment upon arrival, validating accuracy and placement.
• Send service requisitions to interdisciplinary departments.
• Facilitate equipment maintenance with Biomed or the appropriate department.

Unit Operations:

• Complete basic patient care tasks as directed by the registered nurse.
• Serve, monitor, and collect food trays and utensils.
• Respond to call lights and bed/chair alarms.
• Provide direct patient observation and complete observation rounds as delegated.
• Assist in safety checks upon patient admission and room checks.
• Expedite timely patient admission, discharge, and transfer to facilitate flow.
• Participate in quality improvement activities by maintaining logs and statistical records.
• Act as a preceptor as needed.
• Handle medications from the pharmacy, ensuring they are secured or delivered to licensed staff.
• Assist with stocking unit supply stations.

Accountability:

• Comply with established policies, procedures, standards, and guidelines.
• Follow the chain of command.
• Utilize time and resources effectively and efficiently.
• Maintain cleanliness of the unit, service areas, and equipment.
• Collaborate with all members of the healthcare team.
• Support and participate in planned changes enthusiastically.
• Accept responsibility for the timely completion of assigned tasks.

Additional Duties:

• Perform other related work as required or requested.

Required Skills

• CLINICAL JUDGEMENT – Clinical reasoning, which includes decision-making, critical thinking, and a global grasp of the situation, coupled with nursing skills acquired through a process of integrating formal and informal experiential knowledge and evidence-based guidelines.
  • Demonstrates the ability to assess the full scope of patient needs, using the nursing process on a continuous basis.
  • Utilizes past nursing experience to anticipate problems while seeking out multi-disciplinary collaboration with comfort, when necessary.
  • Recognizes patterns and trends that may predict the direction of illness.
• CARING PRACTICES:  Nursing activity that create a compassionate, supportive, and therapeutic environment for patients/families and staff.  Working on another’s behalf and representing the concerns of the patient/family and nursing staff; serving as a moral agent in identifying and helping to resolve ethical and clinical concerns within and outside the clinical setting.
  • Promotes safety throughout patient’s and family’s transitions along the healthcare continuum.
  • Actively anticipates and monitors patient and family changes, responds appropriately.
  • Effectively resolves patient complaints.
  • Engages all patients in a personalized, compassionate manner.
• COLLABORATION/SYSTEMS THINKING – Working with others (e.g., patients, families, healthcare providers) in a way that promotes/encourages each person’s contribution toward achieving optimal/realistic patient/family goals.  Involves intra-and inter- disciplinary work with colleagues and community.  Body of knowledge and tools that allow the nurse to manage whatever Environmental and system resources exist for the patient/family and staff, within or across healthcare and non-healthcare systems.
  • Consults and coordinates with team members to assess, plan, implement and evaluate patient care plans.
  • Actively utilizes evidence-based practice and customer service data to improve caring practices.
  • Effectively plans and communicates patient care plans.
  • Facilitates active involvement of others in team meetings regarding patient care and/or practice issues.
  • Seeks out opportunities to be taught, coached, and mentored.
  • Recruits diverse resources when appropriate to optimize patient outcomes.
  • Serves as a resource to department and patient/family.
• RESPONSE TO DIVERSITY – The sensitivity to recognize, appreciate and incorporate differences into the provision of care.  Differences may include, but are not limited to, cultural differences, personalities, spiritual beliefs, gender, race, ethnicity, lifestyle, socioeconomic status, age, and values.
  • Integrates cultural differences into patient/family care; incorporates appropriate alternative therapies.
  • Tailors healthcare culture to meet the diverse needs and strengths of each patient/family. 
• FACILITATION OF LEARNING – The ability to facilitate learning for patients/families, nursing staff, other members of the healthcare team, and community.  Include both formal and informal facilitation of learning.
  • Develops and modifies patient/family education programs throughout delivery of care, collaborating and incorporating all healthcare providers’ and educational plans.
  • Provides individualized care.
  • Evaluates patient’s understanding by observing behavior changes throughout plan of care.
  • Sets patient-driven goals for education.
  • Work toward achieving Bachelor of Science in Nursing degree.
• CLINICAL INQUIRY (INNOVATOR/EVALUATOR) – The ongoing process of questioning and evaluating practice and providing informed practice.  Creating practice changes through research utilization and experimental learning.
  • Adapts standards of care to serve particular patient populations.
  • Seeks out advice to improve patient care.
  • Evaluates current practices based on patient responses, analysis of literature, research, and education.
  • Incorporates evidence based practice into care delivery.
  • Actively pursues continuing educational opportunities.
• Performs other duties as assigned.

Required Skills

• Greet and assist the majority of visitors and patients, answering questions via telephone or in person, and providing directional information.
• Effectively perform general clerical and administrative functions.
• Complete all steps of pre-registration and registration, including patient interviews, obtaining signatures, providing Advance Directive information, and distributing hospital-specific literature.
• Pre-register and register all types of patients across multiple software systems.
• Demonstrate flexibility, organization, and the ability to function well in stressful situations while maintaining a professional demeanor with patients and colleagues.
• Conduct financial collections and referrals for Financial Counseling, interviewing and prescreening self-pay patients for potential financial assistance.
• Understand and comply with state and federal regulations, as well as hospital, department, and The Joint Commission policies related to patient access.
• Communicate effectively with ancillary departments, physicians, medical offices, and within the Patient Financial Services department.
• Conduct insurance verification tasks, pre-certification, and referral information from MD offices and insurance companies for both elective and emergent patients.
• Complete legal admission paperwork for psychiatric admissions in accordance with DHS guidelines.
• Ensure accurate documentation of patient information.
• Check and restock supplies as needed.
• Participate in performance improvement activities for the department and organization.
• Adhere to all HIPAA guidelines and maintain patient confidentiality.
• Complete annual educational and training requirements.
• Promote the mission, vision, and goals of the organization and department.
• Perform other related duties as required or requested.

Required Skills

Principle Duties & Responsibilities:

• Complete setup, stock and sanitation of workstations following standard procedures.
• Accurately assemble patient meals to order.
• Deliver patient meals and nourishments accurately and in a timely manner, according to proper procedures.
• Responds to patient requests for personal/nursing care by alerting the appropriate staff to assist the patient.
• Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

1. SAFETY: Prevent Harm – I put safety first in everything I do. I take action to ensure the safety of others.
2. COURTESY: Serve Others – I treat others with dignity and respect. I project a professional image and positive attitude.
3. QUALITY: Improve Outcomes – I continually advance my knowledge, skills and performance. I work with others to achieve superior results.
4. EFFICIENCY: Reduce Waste – I use time and resources wisely. I prevent defects and delays.

• Identifies situations that may indicate a violation or infraction of food service/room service policies and report to management accordingly.
• Adequately inventory nursing units for bulk nourishments and tube feedings.
• Deliver and stock bulk nourishments on nursing units as ordered.
• Rotates food stock based on use by dates following standard procedures.
• Retrieves soiled trays from nursing units in a timely manner.
• Performs sanitation duties according to department procedures, including but not limited to recording of food temperatures and sanitizer test logs.
• Demonstrates use of quality improvement in daily operations.
• Identifies and responds appropriately to patient and customer satisfaction issues.
• Prepares, replenishes and serves a variety of foods.
• Transport food, supplies and equipment as directed.
• Safely operates a variety of food service equipment including but not limited to Panini grill, turbo chef oven, indication cook top, meat slicer, food processor, immersion blender, tomato slicer, garbage disposal, pulper, and dish machine.
• Records appropriate information on various documents per department procedure including but not limited to production sheets, food waste evaluation form, catering inventory sheets, deposit tapes, and cash drawer verification log.
• Perform routine clerical tasks such as answering telephone, using vocera, operating cash register, and money handling.
• Performs other related work as required or requested.

Required Skills

• Demonstrate understanding of soil types (soluble vs. insoluble) and proper cleaning methods to ensure effective sanitation.

• Maintain cleaning carts and EVS storage areas in a clean, organized, and fully stocked condition per department standards.

• Safely prepare and use cleaning chemicals, including proper dilution rates and compliance with safety guidelines.

• Perform routine floor care, including dust mopping, wet/microfiber mopping, and carpet vacuuming.

• Handle and dispose of all waste streams, including regulated medical waste, in accordance with hospital protocols.

• Clean and disinfect medical equipment, including IV (Sigma Smart) pumps.

• Complete daily cleaning of patient rooms, ensuring a sanitary and safe environment.

• Follow AIDET and customer service protocols to enhance patient experience and satisfaction scores.

• Perform discharge and transfer cleaning for inpatient and outpatient areas.

• Adhere to isolation cleaning procedures, utilizing appropriate PPE and infection control practices.

• Clean offices, conference rooms, laboratories, restrooms, locker rooms, and public areas.

• Perform specialized cleaning in procedural areas, including between-case and terminal cleaning.

• Maintain cleanliness in pharmacy IV rooms following strict sterile protocols.

• Identify and report facility maintenance issues and submit work orders as needed.

• Maintain and properly use all EVS equipment, including vacuums and cleaning carts.

• Perform basic maintenance of hard and soft flooring.

• Follow all safety procedures and report hazards, incidents, or injuries promptly.

• Complete all assigned duties efficiently within designated timeframes.

• Participate in required trainings, meetings, and ongoing compliance education.

• Stay current with departmental policies, procedures, and communications.

• Perform additional duties as assigned.

Required Skills

• Demonstrate understanding of soil types (soluble vs. insoluble) and proper cleaning methods to ensure effective sanitation.

• Maintain cleaning carts and EVS storage areas in a clean, organized, and fully stocked condition per department standards.

• Safely prepare and use cleaning chemicals, including proper dilution rates and compliance with safety guidelines.

• Perform routine floor care, including dust mopping, wet/microfiber mopping, and carpet vacuuming.

• Handle and dispose of all waste streams, including regulated medical waste, in accordance with hospital protocols.

• Clean and disinfect medical equipment, including IV (Sigma Smart) pumps.

• Complete daily cleaning of patient rooms, ensuring a sanitary and safe environment.

• Follow AIDET and customer service protocols to enhance patient experience and satisfaction scores.

• Perform discharge and transfer cleaning for inpatient and outpatient areas.

• Adhere to isolation cleaning procedures, utilizing appropriate PPE and infection control practices.

• Clean offices, conference rooms, laboratories, restrooms, locker rooms, and public areas.

• Perform specialized cleaning in procedural areas, including between-case and terminal cleaning.

• Maintain cleanliness in pharmacy IV rooms following strict sterile protocols.

• Identify and report facility maintenance issues and submit work orders as needed.

• Maintain and properly use all EVS equipment, including vacuums and cleaning carts.

• Perform basic maintenance of hard and soft flooring.

• Follow all safety procedures and report hazards, incidents, or injuries promptly.

• Complete all assigned duties efficiently within designated timeframes.

• Participate in required trainings, meetings, and ongoing compliance education.

• Stay current with departmental policies, procedures, and communications.

• Perform additional duties as assigned.