POSITION DESCRIPTION:

Responsible for assisting patients, families and providers through the continuum of service offerings to resolution of care. Ensures the availability, access and timeliness of services in order to optimize quality of care, coordination and patient experience.

ESSENTIAL JOB FUNCTIONS:

1. Identifies patients in need of ongoing diagnostic interventions and related services; and facilitates initial and follow up encounters within healthcare system.
2. Provides initial consultation with new, high-risk patients. Educates them and their families regarding the process, disease and available care options while collaborating with care team for the development of individualized care plans.
3. Ensures referrals/transfers to appropriate specialties are made in a timely way; facilitates scheduling and monitors patients to ensure follow-through.
4. Works with referring physicians to understand their preferences for communication about patient's test results and treatment progress and manages those communications.
5. Works with patients, providers and caregivers to identify possible barriers to care and systematically helps to break down barriers (i.e. Financial, transportation, language, etc.). Assists patients in accessing support and follow-up services.
6. Identifies bottlenecks in the patient pathway and gaps in care; proposes process improvement measures to address them.
7. Provides and/or facilitates clinical and emotional support and services, education and resources to patients and their families from the point of abnormal results to diagnosis and treatment.
8. Facilitates patient entry and access to services, including: coordination of patient placement; Management of telephone and web-based queries; and Connection with appropriate provider.
9. Acts as a clinical and informational resource, and point of contact for patients/families.
10. Maintains contact with patients throughout the system of care; addresses questions and concerns.
11. Demonstrates sensitivity to the needs of patients, families, staff, and physicians. Responds to concerns, questions, and other feedback in timely and thoughtful manner.
12. Develops and maintains relationships with providers, internal service delivery departments, other caregivers and patients in order to coordinate services within the organization, at outside facilities and within the community.
13. Acts as an organizational and community resource for a given patient population and/or produce/service line. Represents programs to the community and makes referrals to resources.
14. Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the clinical team.
3. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
4. Successfully completes IHA’s “Our Experience” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
5. Maintains knowledge of and complies with IHA standards, policies and procedures.
6. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
7. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
8. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
9. Uses resources efficiently.
10. Responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials; participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor of Science in Nursing from an accredited school of nursing required.

CREDENTIALS/LICENSURE: Valid, unrestricted RN license in the State of Michigan.

MINIMUM EXPERIENCE: Three to Five years of progressive clinical nursing experience in related field.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Knowledge of patient care procedures and organizational policies related to position responsibilities.
2. Demonstrated knowledge and skills necessary to provide age-appropriate care in the assigned area. Ability to assess patients’ age-related needs in order to provide optimal care options.
3. Knowledge of the compliance and quality aspects of clinical care and patient privacy and best practices in medical office operations.
4. Knowledge of chronic conditions, evidence-based guidelines, prevention, wellness, health risk assessment, and patient education.
5. Proficient/knowledgeable in medical terminology.
6. Proven analytical skills.
7. Maintains current job-related knowledge and seeks opportunities to advance that knowledge.
8. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records and other care management and/or clinical IS systems, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation needed to complete the tasks of clinical care and performance reporting. Ability to use other software as required while performing the essential functions of the job.
9. Excellent communication skills in both written and verbal forms, including proper phone etiquette in order to convey goals, processes and issues. Ability to speak before groups of people, either in-person or virtually.
10. Advanced interpersonal skills necessary to interact effectively with patients and their families, physicians, other hospital associates as well as external agencies or groups.
11. Ability to work autonomously and collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
12. Excellent customer service orientation skills necessary and ability to work effectively with various levels of organizational members and diverse populations including IHA staff, hospital personnel, providers, provider leadership, patients, family members, insurance carriers, vendors, external customers and community groups.
13. Good organizational and time management skills to effectively juggle multiple priorities and time constraints and to develop and manage multiple databases.
14. Is self-directed with ability to exercise high levels sound judgement and problem-solving skills. Demonstrated skills with influencing and negotiating individual and group decision-making.
15. Willingness to be flexible in an environment subject to change.
16. Ability to handle patient and organizational information in a confidential manner.
17. Ability to travel to other office/practice sites and meeting and training locations.
18. Successful completion of IHA competency-based program within introductory and training period.