About Job

Position Title: Per Diem Care Manager askMDAnderson
Department: Clinical Programs askMDAnderson
Division: Patient Experience
Reports to: APP Manager, askMDAnderson Clinical Services

MISSION STATEMENT:
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 askMDAnderson Registered Nurse Care Manager 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. Concomitantly, the after-hours program supports our clients' need for access to care in evenings, weekends, and holidays, as well as the need for front-line customer service resource for anyone who needs clinical support. The position requires a wide depth and knowledge pertaining to cancer care and must demonstrate strong communication skills, motivational interviewing, and knowledge of cancer and MD Anderson services and resources. Schedules are set beforehand, or schedules are predetermined in a 6-week increments. The Per Diem Care Manager is expected to work on a weekly basis ( 3 months.

KEY FUNCTIONS:
1. 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 askMDAnderson and MD Anderson policies and procedures.
f. Utilizes standard medical, legal disclaimers to ensure appropriate interpretation of professional role
g. 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.

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. Preferred but not required: Obtains the 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.
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.

3. 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.

4. 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 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 when necessary.
h. Strengthens practice, builds strong relationships, and develops partnerships to improve client outcomes.
5. Other Duties as Assigned

CORE COMPETENCIES:
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.
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.
Written Communication:
o Convey information clearly and concisely through both formal and informal documents; and
o Adapt writing style to fit the audience.

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

EXPERIENCE
Required: Minimum of 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.

Preferred: Minimum of four years experience in an Oncology hospital setting, preferably in MD Anderson Cancer Center or the equivalent. Experience speaking with patients and family online or on the phone. Preferred general work experience include use of computers for data entry, research and producing written reports. Must be proficient in Microsoft Word, use of Internet, EPIC electronic health records, multi-tasking and navigating different software applications. Telephone help line, counseling, teaching or customer service role in oncology or population health. Bilingual Spanish/English.

LICENSE/CERTIFICATION
Required: Current State of Texas Professional Nursing License. Basic Life Support (BLS) or Cardiopulmonary Resuscitation (CPR) certification. 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).

Preferred: Oncology Nursing Certification (ONCC), or Case Management Certification; Passing within one year of employment is preferred but not required.

WORKING CONDITIONS
This position requires:
Working in Office Environment (OFFICE/REMOTE): Yes
Working in Patient Care Unit (e.g. Nursing unit; outpatient clinic): No
Exposure to human/animal blood, body fluids, or tissues: No
Exposure to harmful chemicals: No
Exposure to radiation: No
Exposure to animals: No

PHYSICAL DEMANDS
Indicate the time required to do each of the following physical demands:
Time Spent
Never: 0%
Occasionally: 1-33%
Frequently: 34-66%
Continuously: 67-100%
Standing: optional
Walking: optional
Sitting: yes
Reaching: occasionally
Lifting/Carrying: occasionally up to 10 lbs. (computer equipment).
10lbs to 50 lbs.: No
More than 50 lbs.: No
Pushing/Pulling: Occasionally up to 10 lbs.
10lbs to 50 lbs.: No
More than 50 lbs.: No
Use computer/keyboard: Yes.

Education Required: Bachelor's degree in Nursing.

Experienced 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.

Experience Preferred: Minimum of four years experience in an Oncology hospital setting, preferably in MD Anderson Cancer Center or the equivalent. Experience speaking with patients and family online or on the phone. Preferred general work experience include use of computers for data entry, research and producing written reports. Must be proficient in Microsoft Word, use of Internet, EPIC electronic health records, multi-tasking and navigating different software applications. Telephone help line, counseling, teaching or customer service role in oncology or population health. Bilingual Spanish/English.

Licenses/Certifications Required: Current State of Texas Professional Nursing License (RN).Basic Life Support (BLS) or Cardiopulmonary Resuscitation (CPR) certification.

Licenses/Certifications Preferred: Oncology Nursing Certification (ONCC), or Case Management Certification; Passing within one year of employment is preferred but not required.

This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.

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.html

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