Hospital Unit Service Coordinator 3

% of Time

Essential Function

Key Responsibilities

30%

Yes

Communication and Coordination

• Serves as a primary communication hub for the Emergency Department and follows established telephone, paging, secure-messaging, and communication standards.

• Answers, screens, prioritizes, transfers, and routes incoming telephone calls and electronic messages; promptly communicates urgent requests to the appropriate nurse, physician, Charge Nurse, or department.

• Receives and relays accurate, complete, and timely messages to patients, families, clinicians, consultants, ancillary departments, and outside agencies within the scope of the role.

• Maintains awareness of department activity and communicates changes affecting patient flow, bed availability, transfers, discharges, diagnostic testing, consults, and transport.

• Coordinates communication with EMS, hospital departments, and receiving or transferring facilities as directed; obtains and relays non-clinical information needed to facilitate patient movement.

• Initiates or supports approved paging/call processes for consultants, specialty services, interpreters, transport, security, environmental services, and other resources.

• Maintains and updates unit communication boards, patient-flow information, contact lists, downtime materials, and other designated operational tools.

• Provides clear handoff to the oncoming HUSC/Charge Nurse regarding unresolved clerical, communication, or coordination tasks.

• Uses professional, calm, and respectful communication during high-volume, high-stress, or emergency situations and maintains confidentiality at all times.

40%

Yes

Emergency Department Administrative / Patient-Flow Functions

• Uses Epic and other approved UCSF systems to access, enter, verify, and maintain patient and unit information within authorized role-based access.

• Supports the ED patient-flow process by tracking non-clinical elements of arrivals, room/bed assignment status, admissions, transfers, discharges, and off-unit procedures according to department workflow.

• Coordinates clerical steps associated with admission, transfer, discharge, and inter-facility transfer processes as directed by nursing or medical staff.

• Receives and processes provider and nursing requests for diagnostic tests, procedures, transport, supplies, and other support services within role scope and established workflows.

• Assists with scheduling or coordination of tests/procedures when required; communicates appointment or transport information to the appropriate clinical team.

• Maintains organized electronic and paper records; scans, labels, assembles, files, copies, or routes documents according to UCSF policy and health-information standards.

• Ensures forms, downtime packets, labels, patient property/transfer forms, and other approved administrative materials are available and maintained in the designated locations.

• Communicates with Registration/Patient Access to resolve demographic or registration workflow issues without delaying clinically indicated emergency care; follows approved unidentified-patient/alias processes when applicable.

• Supports accurate unit census and patient location information and promptly reports discrepancies to the Charge Nurse or appropriate department.

• Places requests for non-medication supplies, equipment, transport, and other services using approved systems; reports malfunctioning equipment or access issues to the appropriate resource.

• Assists with coordination of interpreters and communication accommodations, including services for patients with limited English proficiency, hearing/vision needs, or other communication barriers.

• Maintains department directories, reference materials, forms, and clerical work areas; monitors office supply levels and initiates replenishment according to department process.

• Supports downtime and emergency operations by using approved paper workflows, communication trees, and recovery processes when electronic systems are unavailable.

30%

Yes

Other Duties, Safety, Service Excellence, and Department Support

• Follows all UCSF Health, hospital, Emergency Services, privacy, information-security, infection-prevention, safety, and emergency-management policies and procedures.

• Maintains patient confidentiality and protects PHI in verbal, written, printed, and electronic communication; follows minimum-necessary access principles.

• Recognizes clerical or operational situations that may present a safety, privacy, throughput, or service concern and promptly escalates them to the Charge Nurse or department leader.

• Maintains a clean, organized, functional, and professional clerical workspace; reports environmental or equipment hazards and supports a clutter-free care environment.

• Provides courteous, service-oriented assistance to patients and visitors while maintaining appropriate boundaries and immediately referring clinical questions or concerns to licensed staff.

• Supports onboarding and orientation of new HUSCs, students, or designated staff when requested and within demonstrated competency.

• Participates in staff meetings, required education, huddles, quality-improvement activities, and department initiatives.

• Supports ED readiness for regulatory and accreditation requirements by maintaining required records, forms, communication resources, and assigned clerical processes.

• Demonstrates flexibility to support either Hyde or Stanyan Emergency Department based on operational needs, staffing, training, and assignment.

• Performs other related duties consistent with the HUSC classification and departmental needs as assigned.