Sylvia Mercer

• Answer multiline phones in a professional manner and relay information to the appropriate staff
• Maintain open communication with clinical care team utilizing face to face, phone, Epic secure chat, Webex Messenger
• Activate Sexual Assault Response Team and complete SART documentation
• Make clinic appointments for patients treated and released from the ED
• Arrange for patient transportation
• Scan clinical paperwork relating to patient treatment,follow-up and appointments
• Monitor ED Track Board for POI (patient of interest) emails for designated patient types for quality and risk management tracking. Ensure Burn and Animal Bite patients have appropriate reports sent to the state and city.
• Assist with translator services via the translation phone or video translation equipment
• Educate and orient patients about My Chart and assist with MyChart Activation
• Identify and label equipment for repair and open a Service Now Ticket with IT
• Communicate equipment issues to the ED Operations Leadership team
• Attend departmental meetings and huddles
• Understand and execute Emergency Management plans as necessary
• Keep assigned area neat and clean
• Complete other related tasks or projects as needed
• Rotate to all tours if necessary

Under emergency situations, ED Unit Clerk may be asked to assist:

• Open ED visits
• Register patients, obtain financial information, verify and update information in epic

• Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales.
• Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
• Investigated and solved accuracy issues on titles, odometer readings and power of attorney.
• Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.

• Developed administrative processes to achieve organizational objectives and improve office efficiency.
• Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
• Directed customer communication to appropriate department personnel.
• Tracked and submitted employee timesheets to prepare for payroll processing.
• Managed inventory to ensure all supplies were in stock and within budget.
• Responded effectively to sensitive inquiries or complaints.
• Provided secretarial and office management support while building cooperative working relationships.
• Composed correspondence, reports and meeting notes.
• Organized both physical and digital files and updated reports to coordinate project materials.
• Coordinated appointments, meetings and conferences.
• Inventoried and ordered supplies for office.
• Prepared and prioritized calendars and correspondence.
• Maintained accurate department and customer records.
• Scheduled staff and monitored resource allocation to provide optimal coverage and service.
• Monitored office equipment and scheduled repairs.
• Compiled and produced presentations and reports as directed by leadership team.
• Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.
• Answered phones to direct callers, schedule appointments and provide general office information.
• Greeted visitors or callers to handle questions or direct to appropriate staff.
• Answered and routed telephone calls and took messages.
• Obtained scanned records and uploaded to database.
• Delivered exceptional customer service through direct communication with clients and team members.
• Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
• Maintained office supplies inventory by checking stock and ordering new supplies.
• Processed financial documents, contracts, expense reports and invoices.
• Assisted with payroll preparation and entered data into cumulative payroll document.

• Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
• Offered answers to passengers' questions and resolved issues that arose during flights.
• Followed safety, passenger and supply pre-flight checklists.
• Dealt with mechanical and passenger emergencies according to standards.
• Kept cabin neat, clean and professional in appearance.