Per Diem Advanced Practice Provider, Lead Care Manager

askMD Anderson is looking for a Per Diem Advanced Practice Provider, Lead Care Manager. The primary purpose of the APP, LCM 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.

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.

Hourly pay rate\: $85.00/hour

Work Schedule
• Shift Hours\:19 hours per week. 8\:00am – 18\:30pm Saturdays. 8\:00am – 17\:30pm Sundays.
• Weekend Rotation\: 5 out of 6 weekends (Saturday & Sunday) in a 6-week schedule set. One weekend off in a 6-week schedule set. Staff will be scheduled during the weekday during their weekend off.
• 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

Essential Job Functions

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, and 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 and Physicians
• Conducts medical history review, physical assessment (as applicable), and 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 and 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 and 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 and 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, and 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