Nurse Navigator

Mission Community Hospital•Panorama City, CA

26d•Onsite

About The Position

In collaboration with primary care nurses and medical providers, the Nurse Navigator works with patients to educate them about new medications and possible drug side-effects; potential signs and symptoms associated with their medical conditions; discharge education and planning activities; and medical provider follow-up after discharge from the hospital. The Nurse Navigator will intervene when patient/family concerns or special needs arise during their course of treatment within the hospital setting. The Nurse Navigator works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience during their time in the organization. The Nurse Navigator acts as an intermediary between various hospital departments and the patient/family to facilitate a patient-focused therapeutic environment and positive hospital experience.

Requirements

Licensed Professional Nurse (LVN) preferred. Will consider Registered Nurse (RN).
Current LVN or RN California license preferred.
Must have good communication and people skills to be able to interact with many different kinds of people in a culturally sensitive manner.
Must be mature and act in a professional manner that is consistent with Mission Community Hospital Values.
Must adhere to the agreed upon work schedule.
Must be available to work weekends and 10-to-12-hour shifts.
BCLS certification required for LVNs and RNs.
Anticipates customer needs, understands their expectations and responds appropriately.
Treats others with compassion, fairness, courtesy and respect while honoring their uniqueness.
Willingly works with others to identify and achieve common goals.
Enthusiastically approaches the job and displays pride in the organization.
Takes personal responsibility for doing the right thing.
Optimizes the talents of self and others and the use of time, materials and equipment.
Must demonstrate exceptional communication skills along with excellent customer service skills.
Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills.

Nice To Haves

Patient experience course or work experience preferred.

Responsibilities

Makes routine daily patient rounds to educate patients about new medication and medical care plan.
Communicates patient pain, comfort, or other concerns to primary care nurses immediately.
Follows up with the patient to ensure concerns were addressed in a timely manner.
Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences.
Communicates findings to the appropriate healthcare team members.
Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.
Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
Acts as an intermediary to Hospital Administration on behalf of patients and their families.
Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors.
Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience and forward any clinical questions to the appropriate unit director/manager.
Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families.
Uses data findings from performance improvement analysis of trends in complaints to mentor employees to develop appropriate service response/action plans.
Achieves department/organization outcomes
Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction with care and services.
Meets department/organization patient satisfaction goals.
Identifies and implements systems and processes to improve patient experience perceptions.
Utilizes performance measurement to improve patient/customer outcomes.
Meets department/organization patient experience improvement goals.
Assesses patient or family questions and concerns and develops a plan to address needs.
Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance).
Initiates patient or family concern reports, as appropriate, when issues arise.
Incorporates key concepts into communication with patient and family.
Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.
Provides input into opportunities for system improvements.
Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action.
Reports non-compliance with patient experience initiatives to appropriate department leaders/director.
Meets mandatory department/organization job requirements within established time frames.