Advanced Practice Provider, Lead Care Manager

Advanced Practice Provider, Lead Care Manager

The ideal candidate is an experienced oncology-focused Advanced Practice Provider who thrives in a virtual care environment, delivering high-quality transitions of care through phone and digital communication. They demonstrate exceptional communication and motivational interviewing skills, enabling them to effectively support patients, families, and caregivers across the cancer care continuum. This individual brings strong clinical judgment, a deep understanding of MD Anderson resources, and the ability to work autonomously while managing complex patient needs and closing care gaps. They are a collaborative leader committed to continuous learning, quality improvement, and delivering an outstanding patient-centered experience during evenings, weekends, and extended coverage hours.

Work Schedule • Shift Hours: 12:30 PM – 11:00 PM (40 hours/week) • Weekend Rotation: Every other weekend (Saturday–Sunday) • Holiday Commitment: o 1 major bundled holiday per alternating rotation o 2 minor holidays Holiday Rotation Example: • Year 1: December 24, 25, & 26 • Year 2: Thanksgiving Day, the following day, & New Year's Day • Ride-Out Requirement: Essential ride-out commitment when assigned

MD Anderson offers our employees: • Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week • Group Dental, Vision, Life, AD&D and Disability coverage • Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals • Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs • Tuition Assistance Program after six months of service • Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans • Employer paid life, AD&D and an illness-related reduced salary pay program • Extensive wellness, recognition, fitness, employee health programs and employee resource groups

Position Summary The primary purpose of the Clinical Programs askMDAnderson Nurse is to provide transitions in care via phone and online communication for patients, family members, and caregivers (hereafter referred to as "clients") after they have visited MD Anderson Cancer Center. This program supports clients' need for access to care during evenings and weekends and serves as a front-line customer service resource for individuals requiring clinical support.

1. CONNECT Discharge Phone Call Program

• Responds telephonically or via online communication to clinical alerts, including:
• Medication questions
• Care instructions
• Follow-up appointments
• Post-discharge DME and home health needs
• Other resource needs to prevent unnecessary readmissions or ER visits
• Closes care gaps using approved resources and oncology expertise
• Performs proactive assessments to prevent complications and reminds clients to complete surveys
• Provides quality patient care based on diagnosis, treatment, age, development, and identified needs
• Communicates effectively with:
• Patients
• Families
• Physicians
• Conducts:
• Medical history review
• Physical assessment (as applicable)
• Psychosocial evaluation
• Practices autonomously within scope of professional nursing
• Assists with navigating the MD Anderson referral process
• Uses effective communication and interviewing skills to respond accurately
• Applies:
• Standard medical and legal disclaimers
• Literacy-appropriate communication
• Motivational interviewing and active listening
• Participates in data collection and system documentation
• Ensures timely call and email follow-up
• Manages difficult customer interactions with professionalism
• Conducts service recovery and leverages:
• Patient Advocacy
• askMDAnderson HIS resources
• Documents all interactions in CONNECT and EMR systems
• Reviews team performance for timeliness and accuracy
• Provides care across the continuum:
• Diagnosis
• Treatment
• Rehabilitation
• Palliative and terminal care
• Facilitates:
• Resource utilization
• Interdisciplinary communication
• Care coordination
• Provides patient/family education (e.g., side effect management, anticipatory guidance)

2. Knowledge Acquisition and Management

• Demonstrates core knowledge of cancer care and MD Anderson resources
• Utilizes internal databases and approved tools efficiently
• Maintains awareness of:
• Quality improvement initiatives
• Institutional best practices
• Outcome metrics
• Achieves ONCC certification within 1 year
• Completes all required continuing education
• Demonstrates proficiency with computer and telephony systems
• Reviews and integrates new material daily
• Identifies resource gaps and conducts research independently
• Supports colleagues with complex inquiries
• Participates in:
• Change initiatives
• Team development and evaluation
• Assists with:
• New employee training
• Continuing education delivery
• Uses system-generated data to evaluate performance
• Promotes certification among team members

3. Customer Service and Quality Assurance

• Assesses client needs using active listening and motivational interviewing
• Responds professionally, clearly, and promptly
• Tailors solutions to both expressed and anticipated needs
• Confirms understanding and satisfaction before ending interactions
• Contributes to program quality assurance efforts
• Performs quality control reviews of:
• Calls
• Emails
• Documentation
• Mail-out materials
• Participates in performance monitoring and feedback processes
• Identifies and communicates process improvement opportunities
• Provides coaching to team members to enhance service quality
• Engages in professional development and lifelong learning
• Demonstrates clinical excellence and promotes best practices

4. Team Involvement and Personal Leadership

• Leads project teams and departmental initiatives
• Participates in Team Anderson activities
• Contributes to problem-solving and identifies barriers
• Leads meetings and assigned departmental activities
• Adheres to MD Anderson and askMDAnderson policies
• Promotes a just culture and accountability
• Participates in performance evaluations and development planning
• Builds relationships and partnerships to improve patient outcomes

5. Other Duties

• Performs other duties as assigned

LICENSURE / CERTIFICATION: Required: Advanced Practice Registered Nurse All of the following: Written authorization from the Texas Board of Nursing to function as an Advanced Practice Registered Nurse (APRN or ACNP or ACNPC or ACAGNP or AGACNP or ACNPC-AG or AGACNP or AGNP or ACPNP or ANP or AGNP or AGPCNP or FNP or GNP or PNP or PMHNP or WHNP or APNP). Related authorization must be consistent with clinical practice area and patient population. Basic Life Support (BLS). Pediatric Advanced Life Support (PALS) If working in the following departments: Pediatric - Patient Care (113100). MAY BE REQUIRED: Authorization for limited prescriptive authority by the Texas Board of Nursing. Physician Assistant All of the following: PA certification by