Job Description

Under the general supervision of the Patient Hub Director and Manager, the Higher Level of Care (HLOC) and Special Projects RN functions independently in assisting all of Pipeline’s hospital case management departments with facilitating all patients requiring a HLOC transfer. Communication and attention to detail are essential and critical components of this position. In conjunction with the HLOC duty this position will also cross train to the Patient Hub in facilitating transfers, reviewing clinicals, and assisting with TARs when not facilitating HLOC transfers. Actively and consistently contributes to department operations and communications, behaves in a manner consistent with the mission, vision, and values of Pipeline Health, upholding standards of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Essential Functions:

• Communicates at the beginning of each shift with the CM Directors (or Patient Hub Coordinator) at the hospitals to obtain list of patients with an order for HLOC transfer.
• Reviews clinical information and MD order for the reason HLOC needed and proceeds to reach out to outside HLOC hospitals for acceptance and a bed assignment.
• Reviews list of patients already in process of HLOC and continues with the transfer to fruition communicating at each step to the case manager at the hospital (at least daily).
• Notifies and work with payors and obtain authorization as necessary.
• Confers with physician for clarification of order as needed.
• Communicate with physician during the transfer process to update success in obtaining a bed or the inability to obtain a bed timely (at least daily).
• Complete Avoidable Days for patients waiting for beds, daily.
• Assist with transfers from the Patient Hub as needed.
• Completes the clinical portion of TARs as time permits.
• Uses clear, concise, professional communication with coworkers, patients, all customers internal and external.
• Uses AIDET in interactions with patients and family members.
• Collaborates across disciplines to assist in coordination of patient care, including but not limited to patient transfer, discharge, referrals, and spiritual/psychosocial support needs.
• Acts with a sense of urgency when performing tasks.
• Basic unit/department maintenance such as keeping files, drawers, cabinets free from unnecessary clutter.
• Reports on any equipment and or environmental issues for repair.
• Abides by HIPAA (Health Insurance Portability and Accountability Act) regulations.
• Utilizes SBAR (Situation, Background, Assessment, Recommendation) when communicating with physicians and health care team.
• Speaks up to stop the line and escalates potential safety events if necessary.
• Completes and attends training as assigned.
• Other duties as assigned.

Behavioral Standards:

• Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service; Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
• Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians, and hospital staff members.
• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.

Communication/Knowledge:

• Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.

Collaboration/Teamwork:

• Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.

Qualifications/Experience:

• A minimum of two (2) years’ experience as an RN preferably in an acute care hospital.
• Experience in case management is strongly preferred.
• Consideration on a case-by-case basis for a RN without Acute Care or Case Management experience.
• Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, strong organizational skills, ability to follow verbal instructions, and PC (computer) skills.
• A capacity to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with the team members who are recognized leaders within health care.