Per Diem Advanced Practice Provider, Lead Care Manager

Position Title: Advanced Practice Lead Care Manager askMDAnderson
Department: Clinical Programs askMDAnderson
Division: Patient Experience

Reports to: APP Clinical Manager

Shift Hours: 19 hours per week. Saturdays, 9:00am – 7:30pm. Sundays, 9:00am – 6:30pm. Weekend Rotation: 5 out of 6 weekends (Saturday – Sunday) in a 6-week schedule set. One weekend off in a 6-week scheduled block. Staff will be scheduled during the weekday during their off weekend.

Holiday Commitment: 1 major bundled holiday. 3 minor holidays.

Considered a part of the “ride out” team and essential commitment to show up to 1MC.

MISSION STATEMENT: MD Anderson Cancer Center
The mission of The University of Texas MD Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research, and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees, and the public.

POSITION SUMMARY:
The primary purpose of the Clinical Programs of askMDAnderson is to provide transitions in care and after-hour triage via phone and online communication for patients, family, and caregivers (hereto for clients) after they have visited the MD Anderson Cancer Center. These programs support our patients’ need for access to care evenings and weekends and serves as the front-line healthcare resource for anyone who needs clinical support. This position requires a wide depth and knowledge pertaining to cancer care and demonstrates consistently strong communication skills, motivational interviewing, and knowledge of cancer as well as relevant MD Anderson services and resources. Shifts vary as Per Diem APP, covering primarily weekends (Saturday & Sunday) including evenings, nights and holidays any day of the week where staffing need is high.  The APP will maintain their clinical practice necessary to maintain licensure, certification, and clinical knowledge competency to provide safe and high-quality patient care.

KEY FUNCTIONS:

1. CONNECT discharge phone call program:
a. Responds telephonically or by online communications to clinical alerts (medication questions, care instructions, follow up appointments, post discharge DME, home health, or others resource needs necessary to prevent unnecessary re-admissions, emergency room visits, or unnecessary burden or stress) for all clients.
b. Closes all care gaps using approved resources, and expert oncology clinical expertise.
c. Performs a proactive assessment preventing unnecessary sequelae and reminds clients to
complete survey.
d. Provides quality patient care in relation to the patient’s prescribed diagnosis, treatment, age group, development, and other identified needs. This involves talking to patients and patient’s families. Must be able to verbally communicate findings to physician and family members. Assesses health status by performing the medical history, physical examination, and psychosocial assessment. Must be able to communicate in a clear and understandable manner. Must be able to visually read and write findings and to verbally communicate with patients and family members.
e. Provides quality and responsible patient care and practices autonomously within the scope of professional nursing practice Helps physicians and patients understand, initiate, and navigate the MD Anderson referral process.
f. Uses comprehensive communication and interviewing skills to respond to information requests. Responds with accuracy and in accordance with askMDAnderson and MD Anderson policies and procedures.
g. Utilizes standard medical, legal disclaimers to ensure appropriate interpretation of professional role
h. Translates technical information to language/literacy level of each client and uses active motivational interviewing and listening skills to verify understanding.
i. Participates fully in all customer service data collection and management processes, using standard or customized software with proficiency and accuracy.
j. Renders timely, accurate call and e-mail follow-up to all consistently meeting program standards.
k. Handles inquiries from difficult, challenging customers using effective communication skills to reduce anxiety and assuage customer frustration and convey necessary clinical expertise and knowledge.
l. Conducts service recovery and utilizes Patient Advocacy and ask MD Anderson HIS as resources to assess customer satisfaction and any further needs.
m. Provides appropriate documentation on all materials in CONNECT program and electronic medical record.
n. Reviews team’s closure and response to alerts and after-hours support for timely response and accuracy. Provides health care throughout the disease process: diagnosis, treatment, rehabilitation, palliative and terminal care. Facilitates use of agency resources. Facilitates communication between patient/family and interdisciplinary team and coordinates services related to patient care.
o. Provides health education to the patient and his/her family (i.e., management of side effects, anticipatory teaching).

2. Knowledge Acquisition and Management
a. Acquires and competently demonstrates core knowledge of cancer and MD Anderson resources and practices, efficiently utilizing internal databases and approved resources.
b. Seeks and maintains knowledge regarding relevant empirical outcomes, including the impact of quality improvement initiatives and institutional best practices for the patient populations, nursing workforce, and institutions metrics.
c. Successfully passes ONCC certification within 1 year of employment.
d. Participates actively in all required continuing education requirements and demonstrates mastery and retention of content.
e. Masters use of computer and telephony equipment and software.
f. Reads new materials and information daily and integrates new knowledge into program operations.
g. Identifies program resource gaps and independently conducts research to address needs.
h. Uses experience and resource knowledge to proactively help colleagues respond to difficult inquiries, participates in change initiatives, and demonstrates loyalty and commitment to the interdisciplinary team. Evaluates team members weekly, quarterly, and yearly and assesses growth and development strategies.
i. Upon demonstration of competence and knowledge of program operation participates in new employee training and/or conduct continuing education programs.
j. Uses telephone-system-generated data to assess personal work performance, practices and customer service issues. Adopts departmental standards as performance achievement goals.
k. Serves as a resource for certification requirements and promotes to each team member.
l. Performs quality checks with Project Manager and provides feedback to the team and prepares quarterly reports for Director and Patient Experience Team.

3. Customer Service and Quality Assurance
a. Assesses the information needs of each client by using active listening & motivational interviewing skills presented in a positive manner, showing interest, and responding in a clear and timely manner.
b. Tailors appropriate response to each customer’s individual needs and integrates solutions to help meet client needs and anticipated unspoken needs.
c. Verifies that caller understands the information provided and ensures caller satisfaction before terminating call. Problem solves with clients to ensure needs have been fully met.
d. Contributes to total program quality assurance measures; incorporates new information or procedures into practice as adopted by the program.
e. Provides quality control review of all call and e-mail documentation, data, and mail-out materials requirements.
f. Participates in periodic monitoring of inquiries. Utilizes performance feedback to refine quality of service provided.
g. Actively identifies new processes that could help improve quality and customer service. Communicates to caller in a reassuring and non-defensive manner and educates team members.
h. Utilizes performance feedback to refine quality of service provided, routinely assess calls of team members and utilizing coaching skills suggests methods for improvement .
i. Seeks opportunities to broaden knowledge relevant to the Clinical role and healthcare through engagement in professional organizations and commitment to lifelong learning.
j. Demonstrates exemplary clinical practice incorporates new knowledge and innovation and instructs others in best practices

4. Team Involvement and Personal Leadership
a. Leads project teams.
b. Participates fully in Team Anderson activities.
c. Contributes to creative problem-solving; evaluates progress and identifies and/or reports obstacles/barriers.
d. Leads team or departmental activities, including staff meetings, as assigned.
e. Adheres to MD Anderson and askMDAnderson policies and procedures
f. Adheres to a just culture by holding self and staff members accountable.
g. Participates in yearly evaluation and professional development processes for self and others.
h. Strengthens practice, builds strong relationships, and develops partnerships to improve client outcomes.

5. Other Duties as Assigned

CORE COMPETENCIES:
A. Self-Adaptability:
o Work in situations involving uncertainty, shifting priorities, and rapid change; and
o Deal constructively with mistakes and setbacks; and
o Demonstrate flexibility.
B. Oral Communication:
o Express ideas clearly and concisely in groups and one-to-one conversations; and
o Create an environment with open channels of communication.
C. Written Communication:
o Convey information clearly and concisely through both formal and informal documents; and
o Adapt writing style to fit the audience.

SUPERVISION
Supervisor: Clinical Director /Supervisor askMDAnderson

EDUCATION

Advanced Practice RN Education Required: Master's Degree in Nursing or Doctor of Nursing Practice. May be waived for applicants who obtained recognition as an Advanced Practice Registered Nurse from the Texas Board of Nursing prior to 1/1/2003. Graduate education and related Texas Board of Nursing authorization must be consistent with clinical practice area and patient population.

Preferred: Accreditation Oncology Nursing Certification (ONCC) or American Association of Nurse Practitioners (AANP), and/or Advanced Oncology Certified Nurse Practitioner (AOCNP) certification.

Physician Assistant Education Required: Graduate of a Physician Assistant training program approved by the Council of Medical Education of the American Medical Association.

EXPERIENCE

Experience Required: Minimum 2 years oncology experience in hospital or clinic setting. Experience speaking with patients and family at home on the phone. General work experience, including use of computers for data entry, research and producing written reports. Must be proficient in multitasking computer software applications including Microsoft Office Applications, and the internet.

Preferred: 5 years experience preferred. Telephone help line, counseling, teaching or customer service role in oncology or population health. Bilingual Spanish/English.

LICENSE/CERTIFICATION

APN: Written authorization from the Texas Board of Nursing to function as an Advanced Practice Registered Nurse.

REQUIRED: Authorization for limited prescriptive authority by the Texas Board of Nursing. Must participate successfully in all departmental quality assurance initiatives and cancer information training before assuming full job duties. Must successfully complete departmental certification assessment and monitored calls. Must meet requirements of the Professional Practice Model (PPM).

PA: Active PA certification by the National Commission of Certification of Physician Assistants. Licensed by the Texas State Board of Physician Assistant Examiners.

REQUIRED: Authorization for limited prescriptive authority by the State of Texas. Must meet the American Heart Association Basic Life Support (BLS), & (optional, not required) ACLS (Advanced Cardiac Life Support) or PALS (Pediatric Advanced Life Support) certification.