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MAPLE GROVE HOSPITAL Patient Care Facilitator - NICU in Maple Grove, Minnesota

About this position The Patient Care Facilitator (PCF) proactively directs customer care from shift to shift to ensure customers receive an exceptional experience of care. Primary accountabilities include care coordination, quality, and customer and family satisfaction. The PCF effectively allocates resources by assuring appropriate customer assignments, staffing and scheduling and provides direct customer care as needed. Actively and consistently demonstrates the mission, vision, values and guiding principles of Maple Grove Hospital. What we'll expect from you Areas of Focus and Accountability: Care Coordination: Synthesizes customer care information necessary to facilitate customer progression, identifies and addresses barriers to discharge, understands level of family support and potential needs on discharge, verbalizes customer needs related to care progression on an ongoing basis, and facilitates discussion that addresses customer unmet needs with interdisciplinary partners in care. Oversees customer flow throughout the continuum. Assures the interdisciplinary customer plan of care is complete and reflects the goals for progression. Mentors and guides staff to actively support the plan for timely discharge. Quality: Assumes accountability for achieving completion of quality metrics and core measures. Serves as content experts for delivering best practice related to key quality indicators and core measures. Serves on key Quality teams and proactively strives towards increasing the knowledge of front-line staff through 1:1 conversations and unit education. Validates staff understanding and the quality of care that customers receive through discussion, audits, and observation. Leads the unit response to opportunities for improvement. Customer Satisfaction: Understands customer and family satisfaction through meaningful conversation and relationships. Rounding is consistent and intentional, seeking feedback and proactively addressing needs focusing on the customer and family experience. Takes ownership for the customer experience in customer care area and across departments and collaborates with other departments as opportunities are indentified. As a leader, fully understands the customer satisfaction scores and areas of focus. Proactively takes opportunities to close the gap and coach's staff on behaviors that will influence positive changes. Inspires others to provide the best customer experience in the nation, modeling the way, and encouraging the heart. Operational Responsibilities: 1. Aligns with leadership to own unit practice and processes, support strategic direction, and demonstrate core values that are essential to sustaining and nurturing a culture that is customer centric and delivers customer care as it "ought to be." 2. Manages daily operation of customer care area; maintains flexibility in assuring all customer care requirements are appropriately met. Maintains an awareness of the big picture and flow of the unit. 3. Schedules customer care staff according to scheduling protocol and guidelines. Is a steward of resources, and takes the opportunity to do things differently that is customer centric, productive and efficient. 4. Participates in interviewing, selection and hiring of new staff; orients new staff. Uses our core values as the beacon for behaviors and models these consistently when mentoring and coaching new and existing staff. 5. Develops others, seeking to understand staff aspirations, goals, and supports ongoing staff engagement as demonstrated in daily interactions and practice. 6. Participates in the performance review process of customer care staff; identifies process and staff efficiencies and opportunities for improvement. Is clear, honest and concise with ongoing feedback in a professional and respectful manner. 7. Coordinates equipment and repair needs. Takes ownership for unit readiness and communicates needs as appropriate. 8. Synthesizes customer care information and proactively ensures i