Service Excellence -Discharge Resource Nurse

Job Summary

The Discharge Resource Nurse will function in a dual role to perform followup calls to patients that have been discharged from the hospital and to follow up on lab test results pending upon followup calls the Discharge Resource Nurse will provide customer service clinical guidance and support to patients and families in various units/areas to support patient and family centered Discharge Resource Nurse will utilize professional skills for the dedicated focus areas.

Supports and is responsible for incorporating into job performance the Frederick Health (FH) mission vision core values and customer service philosophy and adheres to the FH Compliance Program including following all regulatory requirements and the FH Standards of Behavior.

Example of Essential Functions:

• Under the direction of the Service Excellence Department Supervisor as well as the clinical leadership team calls discharged patients to follow up after their hospital stay.
• Inform patients appropriate caregiver or provider/provider office of abnormal test results that are pending upon discharge and encourage followup with appropriate physician or care provider.
• Assess and provide prompt recognition and triage of a posthospitalization change in condition.
• Provide patient with appropriate education resources or contacts to prevent a hospital readmission or worsening of condition(s).
• Evaluates needs concerns and problems of patients and families.
• Act as a liaison for the patient to connect with proper resources identified during the call.
• Collect data and provide appropriate individuals with realtime feedback and data.
• Provide discharge education to the nursing staff to ensure compliance with core measures and customer service goals.
• Serves as a liaison between patients family and the hospital to ensure an overall positive patient experience.
• Collaborates with Service Excellence colleagues and the interdisciplinary team to improve the patient experience through enhanced communication and service.
• Identifies trends in patient concerns after discharge and works with the interdisciplinary team to obtain a satisfactory resolution.
• Works with patient advocates grievance coordinators or appropriate leadership to provide service recovery for problem resolution.

Required Knowledge Skills and Abilities:

• Demonstrates effective verbal and written communication skills.
• Demonstrates tact diplomacy and customer relations.
• Maintains a high level of confidentiality.
• Ability to apply creative problem solving skills.
• Ability to prioritize assignments and effective timemanagement skills.
• Basic knowledge of clinical and psychosocial aspects of patient care.
• Ability to present a professional presence and appearance.
• Must be detailoriented flexible and committed to patient advocacy.
• Ability to work independently and make independent decisions while effectively collaborating with other team members.
• Works professionally with a diverse population base
• Possesses strong computer literacy and ability to successfully multitask and adapt to technology. This includes but is not limited to data entry retrieval report generation and ability to perform a discharge call and document simultaneously.

Minimum Education Training and Experience Required:

• Registered Nurse with current Maryland license.
• BLS/CPR Certification
• Bachelors degree in nursing.
• At least three years of experience in a health care setting.

Patient Contact

Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:

• XNeonate (0 thru 30 days)
• XInfant (31 thru 12 months)
• Child (13 months thru 12 years)
• Adolescent (13 years thru 17 years)
• XAdult (18 years thru 65 years)
• XGeriatric (66 years)

Physical Demands:

Sedentary Light Work Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes).While work is mostly done sitting a certain amount of walking or standing is often necessary.

Ergonomic Risk Factors:

Repetition:Repeating the same motion over and over again places stress on the muscles and severity of risk depends on how often the action is repeated the speed of the movement the required force and muscles involved.

Awkward Posture:Posture is the position your body is in and its effect on the muscle groups that are involved in the physical postures include repeated or prolonged reaching twisting bending kneeling squatting working overhead with your hands or arms or holding fixed positions.

Working Conditions:

1. Bloodborne Pathogens Exposure Risk:Category C NO exposure to blood or body fluids.

Reporting Relationship:

Reports to Department Supervisor/Manager

Disclaimer:

The content of this document reflects the general duties responsibilities minimum skills abilities and competencies necessary to perform the essential functions of the job and should not be considered as an exhaustive detailed description of all the work requirements of the position.

Schedule:

MonFri 8:30a5:00p; Hybrid schedule 3 days remote/2 days in office based on departmental needs

Caring for you as you care for the CommUNITY
Frederick Health offers a comprehensive and affordable benefits package. Health Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your familys needs. Life insurance ShortTerm Income Replacement and LongTerm Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.

Pay is based on experience skills and education. If position is parttime salary will be prorated based on scheduled hours. The pay range may also vary within the stated range based on specialty if applicable. NonExempt positions may have shift differential and/or Overtime paid if applicable.

Pay range: Hourly rate $35.72 Min $52.00 Max