Quality Service - Strives to meet or exceed expectations in the delivery of services, care and pain/symptom management; contributes to enhancing the quality of the work environment.

1.       Completes on-going telephonic assessment of the impact of the terminal diagnosis on the patient’s physical, functional, psychosocial and environmental needs and activities of daily living, including:  the risk for pathological grief, cultural and spiritual implications, and verbal and non-verbal communication patterns. 

2.       Communicates actively and effectively through receiving, recording and conveying information to the interdisciplinary personnel in a timely manner.

3.       Documents patient care following established HOM standards of documentation practice, regulatory and licensure requirements, in accordance with HOM policy.

4.       Provides initial and ongoing patient/family instruction, education and support regarding the disease process, self-care techniques, end-of-life care, and issues of ethical concerns.

5.       Assesses the ability of the caregiver to meet the patient’s immediate needs upon each telephone contact

6.       Coordinates ordering durable medical equipment and supplies.

7.       Answers all incoming calls from internal and external customers providing appropriate telephonic interventions according to HOM guidelines and in collaboration with interdisciplinary team members.

8.       Triages phone calls through problem assessment and needs identification utilizing critical thinking skills and all available patient records including HOM clinical guidelines.

9.       Receives and processes physician’s orders according to established practice guidelines

10.   Consistently demonstrates appropriate telephone courtesy to all internal and external customers

11.   Uses professional standards of practice to prioritize patient/caregiver needs.

12.   Coordinates and assigns interdisciplinary services/personnel to provide direct patient care when necessary.

13.   Provides continuity of care. and entry point  for access to HOM’s services.

14.   Adheres to HOM’s standards and quality assurance guidelines.

15.   Evaluates own need for professional, psychosocial and emotional support and uses identified system(s) to meet the need.

Teamwork - Effectively works with other members of a team, drawing on all resources available to achieve a common goal or solve a problem.  Promotes teamwork as a way to generate positive and creative results.

1.       Works collaboratively with the interdisciplinary team (IDT) to prioritize and provide patient and

family oriented hospice services.

2.       Communicates complete and accurate information to attending physician(s), other team disciplines and other departments in a timely manner.

3.       Comes prepared to participate and works collaboratively with the other disciplines  in team functions.

4.       Acts as a resource for staff members and orients new staff as needed.

5.       Serves as a liaison between the interdisciplinary team and patient/caregiver

Resource Stewardship - Manages resources, such as time expenses, supplies labor etc. well to ensure their prudent use; develops staff resources through training mentoring, coaching etc.

1.       Proactively problem solves and identifies solutions utilizing critical thinking skills.

2.       Participates in internal and external education, training and other activities to develop and promote personal, professional and organizational goals and growth.

3.       Responds to information requested by third party payers and calls clinical report to case managers as directed.

4.       Provides  nursing telephonic interventions  as a supplement to clinical   visits.

5.       As requested, participates in the development of HOM care delivery goals, strategic planning, and in individual, team and organizational process improvement activities and in the development of protocols and standards for hospice practice.

Mission Outreach - Educations the community about the services provided by HOM.  Actively promotes HOM’s mission with patients, families, communities and referral sources; offers care that fits the diverse needs of the community.

1.       Participates in the education & marketing of hospice services for referral sources and the community as requested.

2.       Participates in agency and community programs to promote professional growth and understanding of hospice care.

3.       Adheres to established HOM policies & procedures and abides by the HOM code of conduct.

4.       Works to achieve certification in Hospice nursing (CHPN).