Quality Resource Nurse - Clinic Operations (Medical Center)

Overview

At Houston Methodist, the Quality Resource Nurse position is responsible for providing clinical expertise and serves as a resource to the organization through educational programs and quality improvement projects by supporting multiple areas across the Organization. The Quality Resource Nurse position will oversee and routinely review clinical support practices to identify educational and process needs in an assigned area. This position assists clinics with coordinating program education based on protocols and standard operating procedures, which include the compliance of policies and procedures related to practice operations, patient safety, quality, training, and customer service. The Quality Resource Nurse position will assist with clinical standardization and coach staff in areas of clinical and professional practice and role modeling compassionate communication with physicians and the interprofessional healthcare team.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Schedules ongoing coordinated education in-services. Develops educational information and practice for clinical staff. Contributes to improving clinical staff satisfaction/ engagement by serving as a role model and mentor, coaching staff in effective verbal, non-verbal, and written communication, which includes active listening and facilitating teamwork.

• Partners with staff, medical staff, and clinical leadership to ensure excellence in performance improvement, patient safety, and outcomes management.

• Communicates appropriately and clearly with clinic management staff, exhibiting a willingness to master new work routines and methods.

• Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Functions as a subject matter expert consultant to clinical team members through protocol assessments for care.

• Provides quality reports and analysis at the request of clinical leadership.

• Visits department/staff units in assigned areas to improve visibility and communication with Clinical staff. Regularly rounds on key constituents (patients, families, employees, and physicians) to solicit feedback regarding performance, needs, etc., and enhance communication, ensuring alignment that the experience is exceptional. Provides a feedback loop for all aspects of patient care to the Clinical Operations Leadership. Acts as a liaison for the Clinical Operations Leadership when immediate contact with the Clinical Operations Leadership is unavailable.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Adopts lean principles in driving process improvements. Assists with clinical and operational oversight of performance improvement. Participates in quality improvement initiatives to ensure continued assessment and process improvement.

• Ensures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines, including infection control principles. Monitors and confirms staff maintain their required credentia