Virtual Nurse Navigator

Job Requirements

Principal Duties

1.

Provides virtual support with documentation surrounding admissions and discharges.

2.

Creates opportunities to decrease the gap in novice and experienced nurses at the unit level.

3.

Enhances patient experience and quality of care (e.g., leadership rounding, patient experience, collaboration with patients and family members, etc.).

4.

Assists in cultivating interprofessional relationships across disciplines.

5.

Completes and documents patient education related to hospitalization to include caregiver education.

6.

Assist with transforming care delivery by lending expertise and support to the frontline through a virtual platform.

7.

Validate standard of care by reviewing clinical practice metrics and identifying incomplete entry in EMR.

8.

Ensuring procedural and policy driven guideline compliance by supporting the nurse through secondary validation, and educational support to the staff and / or the patient (family centered education).

9.

Bridge the customer service aspect by initiating a more timely interaction while allowing the frontline nurse to prioritize workload deliverables.

10.

Provide support through varying schedules contingent upon clinical operation demands and system focused initiatives.

maintaining eye contact when appropriate.

2.

Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.

3.

Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4.

Keeps customer’s information confidential, including public places such as elevators or the cafeteria.

5.

Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6.

Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

Work Experience

Licensure as a Registered Nurse in the state of Maryland, or eligible to practice due to Compact

state agreements outlined through the MD Board of Nursing, is required. 2-3 years of nursing inpatient setting experience (e.g., critical care, medical surgical, behavioral health, etc.) required.

Basic Life Support – Health Care Provider (BLS-HCP)

Basic knowledge and working experience with Medical Terminology

Strong organizational, verbal and written communication and leadership skills. Ability to exercise independent judgment and solve complex problems often involving difficult human interactions remotely.

Ability to communicate with a multidisciplinary team approach to develop, implement and foster the change culture.

Knowledge of and skill in the use of statistical methods applicable to the evaluation, validation and enhancement of a High Reliability Organizational standards of performance.