**Job Type:** Regular **Time Type:** Full time **Work Shift:** Day (United States of America) **FLSA Status:** Non-Exempt **When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.** Job Summary: Under the direction of the nurse manager and the Directory of Quality Assurance, and in accordance with the philosophy and standards of the Emergency Department, provides post discharge follow-up/referral care for all patients seen in the Emergency Department and identified to be in a high risk category (i.e., patients who have incomplete or abnormal work ups, complete but negative work ups or left without a definitive diagnosis). Provides administrative support for the entire Quality Assurance program and coordination of all daily QA activities. Arranges coverage of daily responsibilities and duties before scheduling any vacations and holidays. Provides ongoing mentoring and training of designated staff to ensure coverage during absences remains seamless. **Job Description:** **Essential Responsibilities:** Coordinates communication with patients identified to be at high risk by the ED Quality Assurance staff via complex correspondence such as callbacks and various written forms of communication. Performs competencies and tasks within the scope of the license as a practical nurse and as delegated by the ED registered nurse, nurse manager, and quality assurance physician. Acts as representative for the QA Team. Provides continuity of care to designated patients by coordinating care plan with ED physician. Contacts patients identified by the ED QA team, within 48 hours of discharge to obtain or disseminate clinical information including present condition, knowledge deficits and new findings since discharge; analyzes all information and determines patient's follow up appointment and plan of care status. Documents patient's findings as appropriate and files in patient's complete hospital medical record. Provides copy of call back form to Emergency Department QA physician. Clinically advises patient to return to Emergency Department if condition has not improved or has deteriorated. Communicates patient's care plan to private physician/PCP for emergent follow-up care. Notifies triage RN and ED Attending physician for all emergent patient returns and reviews original discharge instructions. Acts as direct resource for PCPs/private physician/specialist regarding patient's ED visit. Works with appropriate external agencies to ensure patient safety and to secure resources necessary to facilitate patient follow up. **Required Qualifications:** High School diploma or GED required. Bachelor's degree in Nursing preferred. License Licensed Practical Nurse required., or RN. 5-8 years related work experience required. Broad organizational and professional knowledge to guide and facilitate problem solving. Ability to act as a resource for others, and is accountable for specified work, products or services of Emergency Services. Ability to maintains patient confidentiality and act as patient advocate. Extensive interaction with public, patients, staff and other medical center personnel. Ability to act independently and be able to function at a high level in a fast paced environment while maintaining excellent customer service skills. Excellent leadership and interpersonal skills. Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access. **Competencies:** **Decision Making:** Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area. **Problem Solving:** Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues. **Independence of Action:** Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager. **Written Communications:** Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers. **Oral Communications:** Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers. **Knowledge:** Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations. **Team Work:** Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments. **Customer Service:** Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner. **Age based Competencies:** Employees in this job must be competent to provide patient care to the following age groups: Young adult: 16-30 years, Middle Age: 30 - 60 years, Elderly: 60 -. **Physical Nature of the Job:** Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus **As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.** **More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.** **Equal Opportunity** **Employer/Veterans/Disabled**