Summary:
Serves as a patient advocate, liaison, and adviser/educator to assist patients with navigating the continuum of care.


Detailed responsibilities:
• Continuously reviews and evaluates patient progress as outlined within the plan of care. Communicates plan of care to patient and family and solicits concerns, questions, and issues for resolution.
• Provides emotional support, counseling, clinical education and expert guidance to patients and families to promote their ability to understand and meaningfully participate in the healthcare process and personal decision-making.
• Serves as a liaison between patient and clinical staff, administration, physicians, and community/external resources to coordinate/maximize resources and identify/resolve barriers to the plan of care.
• Assists patients and families with resolving financial, psychosocial, functional, and administrative issues by advising of options and referring to appropriate resources. Intervenes as appropriate to advocate for patient and family.
• May collect and assess data to identify quality trends or actual sources of risks to patients and employees. Collaborates with multidisciplinary team and committees with respect to quality outcomes.


Competencies and skills:
Essential:
• STANDARDS OF BEHAVIOR: Acts in a manner that supports the standards of communication, respect, privacy, and teamwork by demonstrating a commitment to professional and ethical conduct.
• CUSTOMER SERVICE: Demonstrates commitment to service excellence by promptly addressing internal/external customer issues/requests, resolving concerns while maintaining a professional image and behavior to build and enhance the patient/family/customer experience.
• ACCOUNTABILITY: Accepts ownership of job roles and specific assignments/goals; works independently, takes responsibility for own actions; admits mistakes and judgment errors; and accepts constructive feedback. Connects personal work results to the accomplishment of team and organizational goals.
• RESPONDING TO CHANGE: Accepts change and adapts in a positive and productive manner; handles unexpected situations and changes in direction calmly and with confidence. Views new assignments and job responsibilities as an opportunity for growth.
• EFFECTIVE COMMUNICATION: Communicates effectively with various audiences using the most appropriate method for the situation.
• PROBLEM SOLVING: Ability to identify, analyze and effectively solve problems.
• PROFESSIONAL CREDIBILITY: Maintains a credible and professional image by modeling organizational values and exhibiting knowledge and skills required to contribute to team/department/organizational goals.
• PATIENT AND FAMILY CENTERED CARE: "Provides Patient and Family Centered Care to patients, families, visitors and internal customers"


Education:
Essential:
• Accredited Program


Credentials:
Essential:
• BLS Certification
• Registered Nurse License


Education equivalent experience:
Essential:
• Graduate of an accredited registered/Professional Nursing Program or MSW degree


Other information:
Complexity of Work: Requires critical thinking skills, effective communications skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.


Required Work Experience: One (1) year of experience in related field.


••If RN, must be licensed. Master's in Social Work (MSW) degree preferred if degreed.


Working conditions:
Essential:
• Bending and Stooping 80.00%
• Climbing 60.00%
• Keyboard Entry 80.00%
• Kneeling 60.00%
• Lifting/Carrying Patients 35 Pounds or Greater 80.00%
• Lifting or Carrying 0 - 25 lbs Non-Patient 80.00%
• Lifting or Carrying 25.01 lbs - 75 lbs Non-Patient 60.00%
• Pushing or Pulling 0 - 25 lbs Non-Patient 80.00%
• Pushing or Pulling 26 - 75 lbs Non-Patient 80.00%
• Pushing or Pulling > 75 lbs Non-Patient 80.00%
• Reaching 80.00%
• Repetitive Movement Hand/Arm 80.00%
• Running 60.00%
• Sitting 60.00%
• Squatting 60.00%
• Standing 80.00%
• Walking 80.00%
• Audible Speech 80.00%
• Hearing Acuity 80.00%
• Smelling Acuity 60.00%
• Depth Perception 80.00%
• Distinguish Color 80.00%
• Seeing - Far 80.00%
• Seeing - Near 80.00%
• Bio hazardous Waste 60.00%
• Biological Hazards - Respiratory 60.00%
• Biological Hazards - Skin or Ingestion 60.00%
• Blood and/or Bodily Fluids 60.00%
• Communicable Diseases and/or Pathogens 60.00%
• Cytotoxic Chemicals 60.00%
• Dust 60.00%
• Gas/Vapors/Fumes 60.00%
• Hazardous Chemicals 40.00%
• Latex 80.00%
• Computer Monitor 80.00%
• Domestic Animals 60.00%
• Extreme Heat/Cold 40.00%
• Fire Risk 60.00%
• Hazardous Noise 40.00%
• Heating Devices 60.00%
• Magnetic Fields 40.00%
• Moving Mechanical Parts 80.00%
• Needles/Sharp Objects 80.00%
• Potential Electric Shock 40.00%
• Potential for Physical Assault 40.00%
• Radiation 40.00%
• Wet or Slippery Surfaces 60.00%



Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.