Thom H worked as a Unit Clerk for Royal Columbian Hospital when he first started out in 2011 and offers you the following advice.
My instructors told me in the very beginning that I was the linchpin that keeps the administrative and clinical aspects of a unit running efficiently. It’s a bigger job than most people realize. To be effective, there are some specific skillsets that you need to have. Let me give you six pieces of advice.
Advice #1 is strong organizational skills. As a unit clerk, you’ll be juggling the management of patient records, scheduling appointments, and coordinating with medical staff. Some days will be easier than others, depending on time of the year and what is going on in the community. Keeping your workspace tidy and your files organized is so important. I have seen some desks that have so much on them, it is hard to find anything. During busy periods you will need to identify which tasks need immediate attention and which can wait, so daily and weekly checklists will help to make sure you have not overlooked anything.
Advice #2 is communication skills. How you talk outside of work is different than when you are at work. That was something that I had to remember and check myself at times. You are interacting with medical staff, patients and their families. When you are talking to medical staff, you can use all the jargon you want but when you are talking with patients and their families, you will want to avoid medical jargon as much as possible. Be clear and direct. No matter how busy you are, empathy, patience and active listening will be key. Sometimes you are the first point of contact for stressed patients or family members. I remember working in the Emergency Department at Royal Columbian. My office was just off Emergency, and I would work with staff on booking beds for admitted patients. Being aware of the environment I was in and staying calm was necessary.
Advice #3 is understanding Medical Terminology and Procedures. This was not my favourite course in college and there was a lot to remember. You are processing doctor’s orders, scheduling procedures and managing patient files so you need to have the solid grasp of medical terminology and all the different procedures. Don’t end your learning in college. You have to take advantage of any training opportunities or online courses to stay up to date on medical terminology and healthcare practices. I always had medical dictionaries and any other reference material I could find in my office and it was very helpful to me as a cross check when no one was available to ask.
Advice #4 is mastering technology and software. If you don’t feel computer literate right now, you will need to jump onboard the technology train. Being tech-savvy will definitely streamline your workflow. Colleges can’t teach you all the software you will use. When you are out on practicum you should do your best to familiarize yourself with the specific systems used in your facility. Technology is not perfect and never will be. You should be able to do basic troubleshooting for common hardware or software. I found that having that skill allowed me to save time and reduce my stress during technical difficulties.
Advice #5 is about confidentiality and professionalism. You are dealing with sensitive patient information and that requires a high degree of confidentiality and professionalism. I never talked about patients or what was in their file with anyone outside of work and while I was at work, everything was on a need to know basis. No gossiping. During your work hours, the importance of maintain a professional demeanor and dressing appropriately can never be understated.
My final piece of advice for you is about your self-care. Being a Unit Clerk is demanding and it is not a 9-5 job. Because I worked shifts, I had to learn how to take care of me. Outside of work, I exercised mostly through hiking, and it was good for my soul. During work I would take short breaks throughout my shift just to recharge mentally and physically. Once a crisis was over, I needed to take 5 and just breathe before carrying on. Starbucks and an Espresso were my friend more than once.
Being a unit clerk is both challenging and rewarding, but your role is critical in bridging the gap between clinical and administrative functions. It’s about the patients receiving the best possible care. ensuring that patients receive the best possible care. I wish you all the best as you move through your career.
