Demonstrates competency in performing clerical duties and support consistent with the mission and values of the University of Maryland Rehabilitation & Orthopaedic Institute (UM Rehab) and in accordance with regulatory requirements. Performs management of information tasks that are appropriate to the age, culture, ethnicity, spirituality, and individual needs of the persons served. Serves as a fully engaged member of the interdisciplinary patient care services team.

Principal Responsibilities and Tasks

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

• Conducts research and provides administrative support to project initiatives. Prepares presentations for projects for internal and external audiences, including the Board of Directors. Assists in the coordination of special events. Analyzes functional activities using various resource materials, power point, spreadsheet and graphics software.
• Coordinates and tracks workflow, schedules, projects, and committee decisions through the department or hospital to ensure paperwork is complete/appropriate, and follow-up services are provided in a timely fashion.
• Prepares a variety of materials including correspondence, confidential documents, policies, procedures, reports, charts, tables, graphs, etc. in accordance with department procedures and generally accepted administrative practices. Proofreads typed materials, makes corrections and recommends changes. Edits and makes photocopies as needed. Collates and assembles reports, documents and various materials.
• Composes correspondence on complex issues (including those of a highly confidential nature) on behalf of the Executive Office Staff.
• Receives and reads incoming correspondence and information. Summarizes and prioritizes review of correspondence. Screens out items to be handled personally and forwards remainder with necessary background materials.
• Receives and screens telephone calls and visitors. Independently handles substantive matters or refers callers to others as appropriate. Acts as an intermediary, interacting with officials, staff at all levels, and the public. Provides information requiring comprehensive knowledge of institution policies, procedures, and special issues. Demonstrates and observes the University of Maryland Rehabilitation & Orthopaedic Institute guest relations practices when answering telephone and in-person inquiries or providing information to patients, visitors and staff.
• Anticipates executive's course of action when absent and facilitates problem resolution. Makes administrative decisions within authorized scope or directs decision-making to the proper authority. Interprets administrative decisions and policies to other staff and transmits directions and instructions based on authority delegated by the executive.
• Coordinates schedule and maintains appointment book for the executive office staff as delegated; schedules conferences and committee meetings and makes arrangements for meeting rooms. Prepares agendas, notes, handouts, memos and various materials. Maintains mailing lists and coordinates distribution of large volume mailings. Delivers and picks up time sensitive materials to/from various campus locations as necessary.
• Makes all necessary arrangements for travel and independently performs required administrative follow-up and recordkeeping.
• Establishes and maintains complex and sensitive filing systems in accordance with department procedures and The Joint Commission record keeping requirements. Enters, updates, and retrieves information stored in files and databases; customizes special reports.
• Gives routine assignments to and/or assists in overseeing the general work activities with priority projects which involve other hospital departments.
• Respect for individuals, Customer Service, Teamwork and Collaboration:
  • Performs management information tasks that are appropriate to the age, culture, ethnicity, spirituality, and individual needs of the persons served.
  • Models excellence in customer service behaviors. Identifies and acts on opportunities to respond to customer requirements. Takes action to prevent potential customer complaints
  • Initiates and reports service recovery steps taken in response to customer concerns.
  • Maintains confidentiality of sensitive data and information (HIPPA).
  • Serves as collaborative member of the interdisciplinary team.
  • Voices difference in opinion professionally through appropriate channels.
  • Effectively works with team members in problem solving, effective communication strategies, and conflict resolution.
  • Develops effective working relationships with team members.
  • Acts as an intermediary, interacting with officials, staff at all levels, and the public.

Leadership, Clinical and/or Technical Skills

• Independently plans, coordinates, schedules and follows up on activities to support leadership functions and desired outcomes.
• Gathers, types, processes and distributes data and electronic material in accordance with leadership needs.
• Independently screens and proofs materials for accuracy and furnishes final product prior to distribution or deadline.
• Responds to operational problems. Reports to appropriate authority, including follow-up.
• Maintains orderly appearance of work area.
• Anticipates leader's course of action when absent and facilitates problem resolution. Makes administrative decisions within authorized scope.
• Establishes and maintains complex filing systems in accordance with department procedures and TJC record keeping requirements.
• Demonstrates resourcefulness in researching various documents and resources necessary in handling inquiries.
• Coordinates and tracks workflow, schedules, projects, and committee decisions to ensure paperwork is complete and follow-up services are provided in a timely fashion.
• Composes correspondence on department issues on behalf of leadership.
• Conducts research and provides administrative support to project initiatives for leadership.
• Other duties as assigned.

Quality and Patient Safety:

• Appropriately offers and conveys pertinent information to appropriate manager.
• Ensures the safety of the environment for patients, visitors, and staff members.
• Detects, reports, and takes action to avoid or correct safety risks and reports appropriately to manager.
• Designs and maintains data systems that support regulatory and quality goals of department/organization.
• Demonstrates knowledge, practice, and accountability for compliance with the TJC National Patient Safety Goals within role.
• Participates in TJC activities as needed.
• Assists the Executive staff during internal/external disasters, or other major events.

Cost Effectiveness:

• Seeks to employ cost effective strategies that optimize financial outcomes of department.
• Employs practices that improve efficiency, reduce costs, and improve workflow.
• Demonstrates effective priority-setting and time management skills.
• Orders and maintains the acquisition of office supplies, equipment and maintenance contracts using the Materials Management Information System and maintains related expense records. Coordinates the care and maintenance of department office equipment, to include the copier, FAX machine, and computer equipment. Interfaces with Information Systems regarding computer equipment acquisition and development of software needs.
• Determines necessary space, equipment, supplies and support systems to ensure effective functioning of department.
• Performs bookkeeping functions for the respective cost center. Responsible for expense account preparation and record maintenance containing confidential information

Education and Research:

• Assumes responsibility for maintaining competency knowledge base related to role.
• Self-identifies and addresses learning needs.
• Attends required in-services. Completes written or computerized training exercises.
• Participates in data collection for approved research projects as directed.