Job Objective:

The Patient Resource Coordinator is a leader in both clinical and operational areas with an emphasis on the clinical environment and patient throughput. The objective of the job position is to support the functions delegated by Chief Nursing Officer, department director and/or manager. Facilitate and improve patient movement both in and out of the department. Identify and address ongoing barriers or concerns and facilitate process improvements to improve patient flow. Provide first-line day-to-day operational supervision of nursing services and allocation of personnel in assigned functional unit/area. Communicate effectively with the interdisciplinary team to ensure healthcare team/staff provide high quality, cost-effective and patient-focused care that complies with all organizational, departmental, local, state and federal regulatory requirements

Duties and Responsibilities:

1. Mission, Vision, Core Values and Strategic Plan

1.     Contributes and demonstrates commitment to the mission and Vision of the Medical Center by modeling behavior, motivating, and engaging staff.

2.     Models Core and values performance standards while building confidence in others to achieve them. Leads by example and serves as a professional role model.

3.     Establish an environment that promotes teamwork, accountability, integrity, respect, and positive morale

4.     Implement department goals and objectives based on Medical Center ’s strategic plan

5.     Must meet all the established criteria for Registered Nurse competency levels as identified by clinical area.

1. Financial/Labor Management.

1.     Supports, understands and operates within the department’s financial goals and objectives including cost and inventory control

2.     Assist the nursing director/manager in identifying cost reduction strategies and process improvement.

3.     Supports nursing director/manager in developing staff understanding of their roles in supporting the department’s budget

4.     Implement and adhere to productivity goals

5.     Utilizes active listening and escalate using proper chain of command.

6.     Assist the nursing director/manager by managing staffing levels according to unit need and Medical Center policy

7.     Supports and assists with unit specific decisions regarding policies and procedures, as directed by the Nursing Director/Manager.

8.     Assists in oversight of Shift Huddles and timely staff communication.

9.     Serves as a contact when resource allocation questions arise; works with the House Supervisor and Staffer for resolution.

1. Facilitate day-to-day operations and delivery of patient care services including clinical practice and quality standards, staffing, patient throughput, and labor relations.

1.     Supports nursing director/manager in providing highest standard of patient care in compliance with the Nursing Practice Act, TJC, federal, state and local regulatory requirements, established departmental policies/procedures and standards, as well as with utilization and clinical/performance standards and measures.

2.     Collaborates with throughput team in managing patient flow.

3.     Conducts timely department rounds to ensure patient safety, customer service, and quality standards are met.

4.     Facilitates patient flow, including timely discharge and/or transfer of patients and ensuring appropriate utilization of beds.

5.     Collaborates with House Supervisor, Bed Control, and Case Management to facilitate admissions and transfers.

6.     Facilitates and coordinates appropriate shift staffing in collaboration with Nursing Office to ensure the care of all patients on the unit based on patient acuity, state mandated ratios, and learning needs and the skill level of the nursing staff.

7.     Assists nursing director/manager, with coordinating/ facilitating staff breaks and relieves staff for breaks as necessary.

8.     Maintains unit environment to ensure appropriate supplies are available and area is quiet, free from hazards, clean, and meets compliance standards.

9.     Provides assistance and/or direction to other units when required, due to patient care needs.

10.  Moves and accepts key changes quickly.

11.  Assists and/or assumes patient care as necessary.

12.  Projects appropriate staffing requirements and makes appropriate assignments.

13.  Support AVMC patient care initiatives, (ie. Quiet Time, Early Mobility, and in person Bedside Report)

1. Develops and Fosters a high performing team.

1.     Contributes to the ongoing assessment of the competency of staff within the department and identifies opportunity for improvement and works with the Education Department.

2.     Promotes department growth by assisting with staff mentoring, training, guidance, preceptorship, and real-time correction or education.

3.     Supports and comply with the Medical Center policies and procedures. Able to direct others according to established policy.

4.     Assist nursing director/manager during selection and interview process of qualified applicant(s) as requested.

5.     Participates in required meetings to discuss unit goals and quality matrix indicators pertinent to the department.

6.     Conducts routine evaluation of patient care delivery through written documentation, observation, data reports, and comparison to established standards.

7.     Provides staff with objective feedback that supports understanding and progression of Medical Center's expectations and goals.

1. Communicates effectively with staff, patients, visitors, and physicians.

1.     Utilizes active listening, encourages open communication, and act as a liaison between patients, visitors, and all members of the healthcare team. Supports rounding expectations to improve patient experience

2.     Assist with resolving patient/family/member concerns regarding patient care and service quality at lowest possible level.

3.     Promotes environment that stimulates employee satisfaction, nursing autonomy, empowerment, shared governance, and retention

4.     Assists nursing director/manager with investigating and resolving problems.

5.     Promotes and maintains effective inter/intra departmental communications.

6.     Communicates with Nursing Administration: House Supervisors, Bed Control and Nursing Office Secretaries.

7.     Rounds on unit at least twice per shift assessing patient safety standards, quality metrics, and ensuring patient/guest relations expectations are met.

8.     Communicate effectively with patients, visitors, and physicians.

9.     Supports and fosters positive physician relations and open communication.

10.  Acts as liaison between patients, staff and interdepartmentally at all levels.

11.  Responsible for problem solving and crises intervention, relative to physicians, patients, family, and staff.

1. Quality and Performance.

1.     In collaboration with the nursing director/manager will ensure department’s quality indicators are implemented effectively.

2.     Provide guidance and direction to improve the department’s performance on an ongoing basis

3.     Has leadership oversight to improve quality metrics specific to their department.

4.     Follows the policies related to safety and risk management.

5.     Assumes responsibility for professional and developmental growth by attending

6.     continuing education conferences and in-services.

7.     Facilitates time, admission, and discharge of patients ensuring proper utilization of beds.

8.     Maintains unit environment to insure appropriate supplies are available and area is

quiet, free from safety hazards, and clean.

1. Demonstrates effectively as clinical resource to nursing staff of the department.

1.     Meets all the essential duties and responsibilities of the Registered Nurse (RN) as well as the RN addendum for the specialty area.

2.     Assists staff with assimilating evidenced based knowledge into decisions for the provision of patient care.

3.     Collaborates with the throughput team to expedite patient care, anticipate staffing needs proactively.

4.     Assists with unit operation goals and break relief coverage as needed.

5.     Able to function effectively at the bedside on an as needed basis and perform RN functions.

6.     Serves as resource for other staff

Non-Essential Duties:

·           Copying

·           Faxing

·           Other duties as assigned

Knowledge, Skills and Abilities:

A.    Knowledge

1. 1. Patients' specific conditions commonly seen in the department
   2. Advanced nursing skills appropriate for the specialty care required
   3. critical thinking skills.
   4. Knowledge of current AVMC policies and procedures including legal documents pertinent to unit
   5. Knowledge of use of written resources and forms
   6. Knowledge of the Medical Center structure and resources

B.    Skills

1. 1. Advanced level of clinical and problem-solving skills
   2. Effective Leadership
   3. Competence in implementing standards of care
   4. Possesses effective written and verbal communication skills

5.     Possesses emotional intelligence to positively handle conflict.

1. 1. Possesses strong organizational and prioritization skills

C.    Abilities

1. 1. Ability to plan and coordinate the clinical management of care.
   2. Ability to model excellent time management skills.
   3. Ability to work within a collegiate/team structure.
   4. Awareness of and involvement in the quality assurance process.
   5. Contribution to professional practice of the unit.
   6. Ability to foster a team environment
   7. Ability to balance multiple tasks.
   8. Promote knowledge sharing and evidence-based practice.

AVMC Values: All AVMC employees will effectively demonstrate these values:

• Patients Come First – We listen actively and communicate with our patients and families, placing safety as a top priority.
• Accountability & Ownership – We fully complete tasks, are transparent, effectively communicate, and recognize that what we do reflects on us.
• Teamwork – We build trusting relationships, promote a sense of community, and are respectful of everyone.  Success is about the whole team.
• Integrity & Honesty – We tell the truth at all times, speak up when something is wrong, and do the right thing when no one is looking.
• Excellence – We take pride in our work, are goal-oriented, and on a never-ending quest for top tier quality.
• Initiative & Innovation – Our can-do attitudes, creativity, and resourcefulness empower us to improve the patient’s experience, solve our own problems, make timely decisions, and look for opportunities to add value.
• Tenderness & Compassion – We have genuine empathy, show kindness, and encourage and advocate for each other.

Management Competencies:  All AVMC management (Supervisor, Manager, and Assistant Director) will effectively demonstrate these behaviors:

• Conflict Management
• Problem Solving
• Timely Decision Making
• Process Management
• Fairness to Direct Reports
• Hiring & Staffing
• Developing Direct Reports

AVMC Conduct/Compliance Expectations:

·         Ability to adhere with AVMC Attendance and Punctuality Policy.

·         Ability to adhere with AVMC Leaves of Absence Policy.

·         Ability to adhere with AVMC Paid Time Off (PTO) Policy.

·         Ability to adhere to the department dress code.

·         Ability to organize work and establish priorities.

·         Ability to expand on own initiative in performance of duties.

·         Skill and ability to follow the telephone etiquette/standards.

·         Ability to function effectively under pressure and meet time parameters.

·         Ability to communicate effectively while maintaining good working relationships with co-workers, managers and other hospital staff.

·         Ability to adhere to the normal standards of courtesy and conduct as defined under the rules of hospitality at AVMC.

·         Ability to maintain the confidentiality of patients, hospital and department information.

·         Ability to adhere to safety rules and regulations.

·         Safely and effectively use all the equipment necessary to carry out duties.

·         Ability to interpret and function under hospital and department policies and procedures.

·         Conforms with required and appropriate accreditation and regulatory requirements.

·         Conforms with and supports hospital quality assurance and improvement guidelines.

·         Ability to participate effectively in department and hospital staff education.

·         Display a willingness to work as a team player.

·         Ability to give and support the highest level of patient/customer satisfaction at all times.

·         Supports and adheres to the values and mission statement established by the AVMC Board of Directors.

·         Ability to demonstrate knowledge and understanding of the Compliance & Integrity Program and its established policies.

·         Ability to follow the Code of Conduct.

Physical Requirements and Working Conditions:

·       Work is often performed under stressful, emotional, and physical conditions

·       Accepts additional workload during times of unexpected circumstances, e.g., high activity, high census, and sudden emergencies

·       May be exposed to contaminated instruments that may cause infections, burns, or cuts

• May also be exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and risk of radiation
• A detailed description of the physical requirements of this job is maintained in the Employee Health Department.

A detailed description of the physical requirements of this job is maintained in the Employee Health Department.

NOTE: THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB.  THIS DOCUMENT IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, SKILLS, AND WORKING CONDITIONS FOR THE PERSONNEL SO CLASSIFIED.