The Membership Program Nurse in Penn Signature Services (PSS) is a key role in support of the Penn Passport program that provides dedicated primary care, comprehensive health evaluation and access to specialty advice, care coordination and global referral and travel benefits 24/7. The membership is diverse with many who are donors to Penn Medicine, senior leaders in companies and people who are interested in a curated health and wellness program with premium benefits that leverage the expertise of Penn Medicine in a special way. Membership Program nurses will have primary responsibility for the member relationship management with the program in coordination with the program medical directors who either are the primary care provider or who act in an advisory capacity for members who have other primary care physicians at Penn or elsewhere and/or live outside of the area where Penn Medicine has direct access to clinical care in the US and globally.
This role will also provide direct clinical support to the Medical Directors for all ambulatory patient care needs and supports the members when being seen in the clinic in the Perelman Center for Advanced Medicine. To support the Membership Program Nurse, each member will also have a dedicated Care Coordinator who will execute referrals, appointments, and provide facilitated services in coordination with the PSS team and other resources at Penn Medicine. The Care Coordinator will work under the direction of the Membership Program Nurse and keep he or she apprised of all communications and patient needs as needed.
This role will function as an integral role within Signature Services that supports specialized programs for donors, special patients, and destination patients requiring a high level of facilitation and support. The Membership Program Nurse must be highly collaborative, creative, and have a "can do" attitude with exemplary problem solving capabilities and ability to leverage other resources in PSS and across Penn Medicine in support of members and patients.
The Nurse complies with all regulations and standards of regulatory and accrediting bodies.
• Guides patients and caregiver(s) through the UPHS by assisting with access issues, developing relationships with service providers, and keeping abreast of initiatives throughout the UPHS. Addresses cultural elements of care with both domestic and international patient populations, confirming that language and cultural needs are met throughout the individual’s continuum of care at UPHS.
• Collaborates with senior clinical leadership, including the Executive Medical Director, PSS, on clinical and patient issues. At least once weekly, participates in rounds of PSS patients with senior clinical leadership.
• Leads the medical review of patient records, providing oversight to Call Center Registered Nurses and Care Coordinators throughout a patient’s continuum of care at UPHS. Provides medical oversight, assessing the clinical status and anticipated clinical needs of all PSS patients in collaboration with senior clinical staff.
• Participates in the coordination and execution of overall medical strategy for the PSS department in close collaboration with the Medical Director, PSS, from initiation to post-launch. Assists in the development of protocols and standard operating procedures for clinical services processes throughout the PSS department.
• Collaborates with administration and senior management regarding business development, advising on medical management processes. Develops and maintains professional relationships with internal and external entities, including government agencies, embassies, clinicians, professional associations, and development groups.
• Sets priorities, monitors progress towards stated goals/objectives, and measures key metrics, reporting progress as required and proactively to senior leadership.
• Identifies service delivery/quality issues and implements/tracks corrective action plans with the collaboration of
• internal/external stakeholders.
• Prepares clinical issue briefs related to international and domestic patient population.
• Keeps abreast of scientific programs and medical advances/developments within the UPHS system, considering policy implications and internal and external outreach initiatives where appropriate.
• Attends and reports on relevant clinical development meetings and conferences.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization
Required Education and Experience:
• Bachelor’s degree in Nursing required
• 8+ years of experience in a healthcare setting that involved significant interaction with patients and/or clinicians required.
• Experience in general medical/surgical, intensive care, or acute care unit preferred.
• Current Pennsylvania State Nursing License (RN) required
• Specialty clinical certifications preferred
Required Skills and Abilities:
• Ability to speak, read, and, write in English
• Utilizes proper telephone etiquette
• Demonstrated customer service skills
• Demonstrated organizational skills
• Must utilize sound judgment
• Ability to work within a multi-cultural environment
• Ability to use Microsoft Office (Excel, Power Point, Word)
• Demonstrated problem solving skills
• Knowledge of basic hardware configurations, database management tools and query language preferred
• Proficiency in foreign languages preferred
As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.