POSITION SUMMARY

Provides in-service orientation, continuing education, and refresher training to clinical and non-clinical personnel. Provides instruction regarding a variety of topics to include policies, procedures etc. Participates in planning, development, coordination, and evaluation of educational programs. Requires current license in good standing as a Registered Nurse in Maryland or another compact state and typically a BSN degree.

Principal Duties:

1. Conducts needs assessments on an on-going basis and sets appropriate goals to meet identified needs.

2. Plans individually and collaboratively, programs that will meet training and development, ongoing education and self directed learning needs.

3. Incorporates organizational policies and procedures, evidence based practice and standards of care and quality into educational offerings.

4. Designs educational program offerings utilizing adult learning and generational teaching principles.

5. Develops and utilizes appropriate evaluation tools to determine effectiveness of education programs.

6. Revises content of presentations/programs and adjusts methods of instruction as needed.

7. In collaboration with Leadership and other education staff, plans/designs/implements/evaluates education programs to meet changing practice, standards and equipment/supplies.

8. Maintains competency in clinical and/or professional areas of expertise.

9. Provides direction, consultation, support and guidance as appropriate to the management team.

10. Implements a variety of teaching strategies appropriate to learner needs, content setting and outcomes.

11. Grounds teaching strategies in theoretical, evidence based practices.

12. Assesses and identifies individual learning styles and unique learning needs of diverse learners as evidenced by ability to alter presentation style when learners experience difficulty and perform effective remediation.

13. Creates learning environments that facilitate critical thinking and experience in the learner's role.

14. Understands the influence of teaching styles and interpersonal interactions on learner behavior.

15. Evaluates organizational effectiveness in staff education as evidenced by outcome measurement utilizing a variety of tools and mechanisms.

16. Promotes innovative practices in educational environments.

17. Develops leadership skills to shape and implement change as evidenced by participation in committees and councils within the corporation and other roles within the community (e.g. Regional faculty, consortiums)

Customer Service:

1. Greets customers in courteous, friendly, respectful and professional manner at all times, including 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.

Commitment to Co-Workers:

1. Offers assistance to colleagues and other departments when needed.

2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.

5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department.

Communication Etiquette:

1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.

2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3. Does not text or use e-mail during meetings (except for exigent or emergency situations).

4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8. Always mindful of voice and language in public.

Self Management:

1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3. Completes mandatory, annual education and competency requirements.

4. Follows UMCAP safety, infection control and employee health standards.

5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.

7. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement.