Summary Under the direction of the Manager, assists and engages in the teaching process in pre-operative education, clinical experience rounding during hospital stay, discharge call manager upon discharge, and patient advocacy concerns. Works with all areas of POH to collaborate and ensure excellent experiences for POH patients. Responsible for patient data tracking, including length of stay, demographic aggregation and procedural data; maintains up to date peri-operative education; utilizes and researches Best Practice Data; teaches patient education classes; maintains supplies; and innovates new concepts for e-learning modalities. Responsible for identifying and pro-actively responding to patients/families/visitors' concerns and customer service issues. Mediates concerns and customer service issues to facilitate a resolution. Oversees committees concerning Customer Service Resolutions and Grievance-related issues. Education Must obtain Bachelor of Science in Nursing (BSN) within three years of employment or will not be eligible to continue in the role. Coursework is completed outside of work hours. Nurses with an Associate of Science in Nursing (ASN), hired/rehired or transferred from a non-nursing position prior to 12/1/17 are grandfathered into the role and not required to obtain BSN. Licensure/Certification Current Indiana Registered Nursing License. Current CPR Certification. Orthopedic Nurse Certification (ONC) preferred; or must obtain within 2 years if not already completed. Addendums are required for 0153 Nurse Leader, 0249 Registry RN, 0252 Registered Nurse, 0235 Advanced Registered Nurse, and 0236 Expert Registered Nurse. To view addendums, go to the job description page on Parkview’s intranet. Experience Must have at least five years of direct patient care experience. Other Qualifications Demonstrates thorough knowledge of orthopedic procedures, insurance, case management, and rehabilitation practices. Must be able to work independently. Thorough knowledge of Microsoft Word, Excel, Power Point, Internet, and MIDAS. Excellent written and verbal communication; conflict management; patient advocacy skills a must. Must be willing to receive additional training in conflict management, effective communication, MIDAS, patient advocacy protocols and processes.