AM wants more than orientation ‘checklist’
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AM wants more than orientation checklist’
Jayne Flores, admissions manager at Mission Hospital Regional Medical Center in Mission Viejo, CA, is looking for colleagues who have put together a comprehensive orientation for admitting representatives.
"I’ve gotten some examples of clinical orientations for registered nurses in the emergency department and for triage nurses, but I don’t know of anyone who has a clerical one," she says. The most common orientation method for admitting reps, she adds, is to say, "Here’s a checklist. Learn this."
"I have a checklist now, but it’s not involved enough and doesn’t take employees away from the work setting. [Experienced employees] try to train while doing their own job," she explains.
Flores says she has in mind a more detailed program, about three weeks in length, in which specific skills would be covered each day.
"Day one, there would be these jobs to learn, and on day two, something else," she explains. "The second week might cover forms or different ways of admitting patients. The third week, there would be a review of everything and a competency test. If some employees need more help, we would see that and give them more attention."
Quarterly competency examinations would be given on an ongoing basis for both new and veteran employees, she adds.
Also on the wish list is a training and development person who would perform quality assurance on finished products to make sure accounts are worthy of billing, Flores says. "That person would meet one-on-one with employees. There’s more self-esteem and pride when you’re told one-on-one what needs to be done."
A hospitalwide preceptor program being developed by the education department will provide some help for her department, Flores notes. Meanwhile, she’d like to see some examples of an orientation program to provide guidance as she designs her own.
[Editor’s note: If you have an admissions orientation program to share with Flores, please call Lila Moore at (520) 299-8730 or send e-mail responses to [email protected]. Flores can be reached at Mission Hospital Regional Medical Center, 2700 Medical Center Road, Mission Viejo, CA 92691. Telephone: (949) 365-2118. Fax: (949) 365-2334.]
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