St. Luke's University Health Network

Operations

• Leads and manages the operations of assigned practices to ensure successful practice operations
• Ensures operational readiness for clinical and administrative operations
• Manages practice operations, workflow execution, employee collaboration and overall patient experience
• Achieves expected practice financial performance through judicious expense management, efficient resource utilization, volume growth, and execution of expected financial management best practices.

Senior Manager, Practice Operations – Pulmonary

Security Engineer

• Patrols hospital property to ensure the safety for patients, visitors, employees, etc.
• Handles and monitors patients that exhibit violent behavior
• Investigates security related incidents and documents findings on an incident report
• Documents and maintains a daily report of activities
• Locks and unlocks various buildings around the hospital campus
• Responsible for being part of the fire and disaster response teams
• Enforces the hospital parking policy
• Displays a caring and professional attitude when greeting all customers at all times
• Demonstrates competence, as a member of the security alert team, in responding to agitation/violent behavior of an individual requiring verbal de-escalation and/or physical restraint
• Performs hazardous patient decontamination procedures
• Identifies hazards, selects proper personal protective equipment (including respiratory protection), sets up appropriate decontamination systems, removes contaminated clothing from patients, and contains contaminated wastes for proper disposal

Security Officer, Full-time, Second Shift

Affiliate Manager

• Answers incoming calls and performs a variety of actions including scheduling, rescheduling, or canceling appointments within established time frames and protocols in a fast paced, high volume Access Center environment.
• Determines how requests should be handled using expert questioning techniques to determine how a request should be scheduled, when to refer a call to a specific clinic or escalate the call to a nurse for immediate attention; coordinates services, as needed.
• Verifies and updates patient demographic and insurance information.
• Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role.
• Manages and works referral work queues when assigned and provides supplemental inbound patient call support during high volume times using (and vice versa), and uses judgment to prioritize and accommodate patients, based on patient needs.
• Actively participates as a team member in resolution of problems as they are identified.
• Escalates any scheduling or insurance issue to the Patient Engagement Supervisor or Patient Engagement Manager to resolve.
• Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center.
• Works with designated clinical partners to establish and maintain appropriate appointment scheduling protocols.
• Consistently acts to build positive relationships with our clinical partners.
• Other duties as assigned.

Patient Engagement Partner – Access Center

Learning and Development

• Plans the implementation, and evaluation of the Workforce Development Programming in a metrics-driven environment.
• Works in collaboration with the Network Director to develop culturally appropriate materials for recruitment.
• Builds and maintains productive relationships with public-sector, private-sector, non-profit and other community partners to identify workforce and talent needs within the community.
• Collaborates with community partners to create career pathways for future talent and develop necessary and responsive workforce solutions.
• Outreaches and assesses young adults, and dislocated workers for work readiness, skills, strengths, aptitudes and any potential limitations/barriers to employment and post-secondary education.
• Provides one-on-one career coaching to increase employability skills, develop professional career goals and identify career ladders for each program participant.
• Plans and implements professional development sessions in collaboration with community partners to increase job keeping and job seeking skills for participants.
• Participates in regular meetings and/or phone calls with community partners to monitor program progress.
• Collects and organizes program data to monitor effectiveness of the Workforce Development program and submits reports highlighting efficacy of program.
• Monitors program expenses to ensure budgets are being followed for the program.

Workforce Development Specialist, Bilingual

• Leads and manages the operations of assigned practices to ensure successful practice operations
• Ensures operational readiness for clinical and administrative operations
• Manages practice operations, workflow execution, employee collaboration and overall patient experience
• Partners with other organizational functions to coordinate and facilitate effective practice operations
• Maintains strong collaboration with Access Center operations
• Serves as point of escalation and addresses critical operational, technological, patient, and personnel issues
• Achieves expected practice financial performance through judicious expense management and optimal patient/employee experiences

Manager

• Assess the patient’s needs, goals, and barriers in relation to the patient’s clinical condition, psychosocial environment, and socioeconomic resources
• Collaborate with the multidisciplinary team to plan, implement and evaluate the patient’s plan of care through rounding or other methods
• Collaborate with the patient, family or other caregivers, and multidisciplinary team to design a discharge plan respective of the patient’s needs and goals
• Re-evaluate and revise discharge plan of care as additional information is obtained or goals change
• Proactively considers options such as palliative care, home care and other services that work to keep the patient as healthy as possible in the outpatient setting, minimizing the risk of re-admissions
• Works as a team with other members of care management, including but not limited to: Social workers, assistants, coordinators, utilization management staff, and director
• Facilitates communication among all treatment team members
• Manages length of stay by proactively identifying and mitigating issues and barriers to care and a successful discharge plan
• Monitors risk assessment using available tools and implements discharge interventions accordingly, minimizing risk of readmission
• Identifies patients with an unplanned readmission and completes root cause analysis
• Collaborates with Outpatient Care Managers to identify patients for handover and post discharge follow up

Inpatient Registered Nurse, Social Worker (MSW), Care Manager

• Conducts pre-visit planning by reviewing and updating the patient’s medical record
• Completes pre-charting of all value-based pieces up to five days prior to patient’s appointment
• Responsible for preparing patients for examination and escorting them into the exam room
• Provides other patient care services as needed
• Communicates and coordinates with providers or Care Team regarding hospital discharge
• Actively participates in department activities
• Responsible to dispose of Bio-Hazardous waste and regular waste per practice protocol
• Maintains vaccine temperature logs, inventory and ordering of medical supplies
• Performs other administrative tasks as needed
• Brings suggestions for improvement to the attention of Practice Managers and Providers
• Actively participates in maintaining and/or improving quality improvement initiatives
• Other related duties as assigned

Medical Assistant, Practice Operations – Medical Oncology

Director

• Responsible for all aspects of Quality, Clinical Risk Management and Patient Safety for the assigned entity
• Coordinate performance improvement activities and facilitate system changes to enhance patient safety
• Collaborate with network partners to enhance quality patient care
• Investigate adverse clinical events and analyze data for risk prevention
• Coordinate the Patient Complaint and Grievance process
• Review complaints and grievances to mitigate risks
• Oversee Infection Control Preventionist and ensure compliance with regulations
• Facilitate organizational improvement activities and provide education to teams

Director, Quality – Patient Safety

Human Resources

• Performs in depth, systematic assessment of all assigned patients.
• Formulates collaborative and individualized plan of care and identifies expected patient outcomes, using the nursing process.
• Implements, evaluates and documents patient care interventions and effectiveness in accordance with care plan.
• Organizes, coordinates and prioritizes patient care consistently utilizing available resources.
• Maintains an awareness of unit budget.
• Functions as a professional role model and resource person providing guidance to co-workers.
• Takes active role in unit-based performance improvement.
• Maintains responsibility for own professional development through active participation in in-services and/or continuing education programs.
• Complies with established chain of command for work related problems.
• Participates in identifying unit needs and supports unit goals and objectives that contribute to the growth of the Patient Services Department.
• Maintains departmental records for administrative and regulatory purposes.
• Collaborates with other caregivers to assure appropriate staffing levels on all shifts.

Senior Manager, Practice Operations – Pulmonary

Security Officer, Full-time, Second Shift

Patient Engagement Partner – Access Center

Workforce Development Specialist, Bilingual

Senior Manager, Practice Operations – Pulmonary

Inpatient Registered Nurse, Social Worker (MSW), Care Manager

Medical Assistant, Practice Operations – Medical Oncology

Director, Quality – Patient Safety

CCT-PHRN