Summary:

Resolves problems that require an administrative decision or intervention in conjunction with hospital policies and procedures. Collaborates with Clinical Directors, Nurse Managers s, and departmental directors in decisions that affect patient care and hospital functioning. Coordinate RRT and Codes. Assess all patients in restraints and one on ones for appropriateness and safety Facilitate survey readiness while rounding. Coordinate nursing resources throughout the nursing division to support the best use of staff and their skills. Coordinate the deployment of the Nursing Resource Pool on all shifts. Support quality and safety initiatives throughout the house through communication, observation, and facilitation of quality initiatives. This would include but is not limited to falls reduction initiatives, BSI, and UTI reduction initiatives.

Responsibilities:

Supports the Nurse Managers and Clinical Directors by communicating with staff the importance of patient satisfaction and quality of care. Champions our successes and priorities for improving performance in meeting or exceeding patient and customer satisfaction in alignment with UPHS Vision of Service Excellence.
• Supports Nurse Managers and Clinical Directors by reinforcement of the unit-specific action plans for patient satisfaction.
• Role model for staff, collaboration and problem solving as opposed to blame. Redirects staff toward active problem solving and patient/customer satisfaction.
• Represents the hospital and, when appropriate, responds to patient, visitor and hospital personnel issues. • In the event of patient/family or visitor dissatisfaction with the hospital experience, evaluates the situation and intervenes when necessary to promote resolution of the problem and ensures patient/family satisfaction.
• Communicates above to NM and/or Clinical Director, as appropriate.
• Ensures timely and ongoing communication with Patient and Guest Relations Department in any cases of patient/client complaints.
• Ensures that staff understands and demonstrate service recovery commitment.
• Ensures staff has access to and implements service recovery tools as appropriate.
• Manages media calls, except in unusual circumstances, and then notifies the on-call Public Affairs and Marketing representatives.
• Collaborates with the Hospital Social Services Department regarding calls from patients, families, and personnel about patient transportation, clothing, childcare, social and financial support.
• Collaborates with Pastoral Care to provide support of the dying patient and grief-stricken family members.
• Intervenes with the disposition of the deceased in the absence of Patient and Guest Relations. Responds to requests from the Medical Examiner and makes arrangements for prompt release of a deceased patient to the Medical Examiner's office.

Credentials:

• Registered Nurse - PA (Required)
• ACLS certified & CPR (Required)

Education or Equivalent Experience:

• BSN required; MSN preferred.
• 5 or more years in direct patient care, 3 years hospital nursing experience.
• 1 year nursing supervisory experience required, inpatient Nurse Manager experience preferred.
• Strong charge nurse experience acceptable.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

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