Position Title: Care Manager askMDAndersonDepartment: Clinical ProgramsaskMDAndersonDivision: Patient ExperienceReports to: Manager, APP askMDAnderson Clinical ProgramsShift Hours:
10:30 am to 9:00 pm (Saturday)
10:30 am to 9:00 pm or 11:30 am to 10:00 pm, or 12:30 pm to 11:00 pm (Sunday)
Weekend Rotation:
5 out of 6 weekends (Saturday-Sunday) in a 6-week timeframe
Flexibility to choose one weekend off in a 6-wk schedule block
Holiday Commitment:
1 major coupled holiday
3 minor holidays
MISSION STATEMENT: MD Anderson Cancer CenterThe 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 ask MDAnderson Nurse is to provide transitions in care via phone and online communication for patients, family, and caregivers (hereto for clients) after they have visited the MDAnderson Cancer Center. This programs supports our clients need for access to care evenings and weekends and serves as the front-line customer service resource for anyone who needs clinical support. This position requires a wide depth and knowledge pertaining to cancer care and demonstrate consistently strong communication skills, motivational interviewing, and knowledge of cancer and MD Anderson services and resources. Shifts vary full-time and part-time with coverageKEY FUNCTIONS:Discharge (DC) Phone Call Program:
Manage DC calls during weekends.
Initiate contact with third calls or last attempts at the start of each shift.
If no patients are available for 3rd calls, proactively generate and assign DC calls for the day.
Work closely with the weekend DC call team and Lead to coordinate workflow and assignments efficiently.
After-Hours (AH) Phone Call Program:
Assist team members with the AH call program after completing DC call responsibilities.
Collaborate with the weekend clinical team and Lead to coordinate daily assignments.
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 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.e. Uses comprehensive communication and interviewing skills to respond to information requests. Responds with accuracy and in accordance with all ask MDAnderson and MD Anderson policies and procedures.f. Utilizes standard medical, legal disclaimers to ensure appropriate interpretation of professional roleg. Translates technical information to language/literacy level of each client and uses active motivational interviewing and listening skills to verify understanding.h. Participates fully in all customer service data collection and management processes, using standard or customized software with proficiency and accuracy.i. Renders timely, accurate call and e-mail follow-up to all consistently meeting program standards.j. Handles inquiries from difficult, challenging customers using effective communication skills to reduce anxiety and assuage customer frustration and convey necessary clinical expertise and knowledge.k. Conducts service recovery and utilizes Patient Advocacy and ask MD Anderson HIS as resources to assess customer satisfaction and any further needs.l. Provides appropriate documentation on all materials in discharge phone call program and electronic medical record.
K nowledge 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 and case management 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.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.
Customer Service and Quality Assurance
a. Assesses the information needs of each client by using active listening/motivational interviewing skills and presents a positive manner, shows interest and responds in clear and timely client expressed needs.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.h. Utilizes performance feedback to refine quality of service provided.i. Seeks opportunities to broaden knowledge relevant to the Clinical Nurse role and healthcare through engagement in professional organizations and commitment to lifelong learning.j. Demonstrates exemplary clinical practice incorporates new knowledge and innovation.
Team Involvement and Personal Leadership
a. Serves as contributing participant of assigned 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 ask MDAnderson policies and proceduresf. 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 when necessary.h. Strengthens practice, builds strong relationships and develops partnerships to improve client outcomes.
Other Duties As Assigned
EDUCATIONRN : Required: Bachelor of Science in Nursing from an accredited school of professional nursing.Accreditation Oncology Nursing Certification (ONCC) and or Case Management CertificationMust take and pass within one year of employment for merit advancement.EXPERIENCERequired: Three 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 Microsoft Word and use of Internet research skills.Preferred: Telephone help line, counseling, teaching or customer service role in oncology or population health. Bilingual Spanish/EnglishLICENSE/CERTIFICATIONActive RN license in the State of TEXAS. Must complete initial telephone and e-mail service training requirements and pass certification examination within three months of employment. 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 Development Model (PDM).Working ConditionsThis position requires:Working in Office Environment(OFFICE/REMOTE) No X YesWorking in Patient Care Unit (e.g. Nursing unit; outpatient clinic) X No YesExposure to human/animal blood, body fluids, or tissues X No YesExposure to harmful chemicals X No YesExposure to radiation X No YesExposure to animals X No YesEducation Required: Bachelor's degree in Nursing.Experience Required: Three years of oncology clinical nursing experience in a hospital or clinic setting, to include experience as a case manager, triage nurse, utilization review nurse, call center nurse or related experience.Licenses Required: Current State of Texas Professional Nursing License (RN). Basic Life Support (BLS) or Cardiopulmonary Resuscitation (CPR) certification.Licenses Preferred: American Heart Association Basic Life Support (BLS), ACLS (Advanced Cardiac Life Support) or PALS (Pediatric Advanced Life Support) certification as required by patient care area.It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.htmlAdditional Information
Requisition ID: 166175
Employment Status: Part-Time Benefits Eligible
Employee Status: Regular
Work Week: Days, Evenings, Nights, Rotating, Weekends
Minimum Salary: US Dollar (USD) 86,000
Midpoint Salary: US Dollar (USD) 107,500
Maximum Salary : US Dollar (USD) 129,000
FLSA: exempt and eligible for overtime, paid at a time and a half rate
Fund Type: Hard
Work Location: Remote (within Texas only)
Pivotal Position: No
Referral Bonus Available?: No
Relocation Assistance Available?: No
Science Jobs: No
#LI-Remote
Full-time