Residence Requirements:

THERE ARE NO RESIDENCY REQUIREMENTS FOR PARTICIPATION IN THIS EXAMINATION. There is one anticipated vacancy at the Erie County Medical Center Corporation.

Examples of Duties:

A Clinical Patient Care Liaison serves as a liaison between patients and their families and hospital staff; 

Identifies, investigates, and assesses concerns as they arise; responds promptly, in person when possible;

Establishes and maintains collaborative relationships with patients, families, physicians, nursing staff, members of the interdisciplinary team and other hospital departments, regulatory agencies and community representatives;

Identifies patients/families in high risk situations and establishes contact;

Participates in interdisciplinary meetings on nursing floors;

Contacts other key members of each patient’s team (i.e. social worker, dietician, physical therapist and respiratory therapist) as needed;

Collaborates and communicates with the direct care givers and managers to ensure resolution of actual concerns and to develop plans to prevent recurrence;

Monitors adherence to Joint Commission Patient’s Rights in conjunction with Social Services, Pastoral Care, Utilization Management and Discharge Planning;

Communicates daily with patient/family on progress toward expected outcomes and satisfaction with care delivered;

Communicates data relevant to improving client satisfaction, system issues and individual performance to involved parties and Administration for resolution;

Participates in committees/initiatives related to customer satisfaction and Patient’s rights;

Coordinates activities of the hospital Ethics Committee and activities related to Federal and State Language Assistance Programs;

Plans and presents training for procedures and techniques in conflict resolution, customer satisfaction and de-escalation of traumatic events;

Maintains an electronic database of patient concerns and prepares reports which include: (1) timeliness of response by department, (2) percentage of resolution of concerns and (3) trend of data by department, staff and service.

Qualifications:

MINIMUM QUALIFICATIONS:  Candidates must meet one of the following requirements on or before the date of the written test:

Graduation from a regionally accredited or New York State registered college or university with a Bachelor Degree in Nursing and four (4) years of experience in a patient care setting providing direct patient care and either:
A) Two (2) years of nursing education experience; or:
B) Two (2) years of experience in nursing administration or supervision, which included supervision of a complete nursing service or patient care unit within a specific area.

SPECIAL REQUIREMENT:

Possession of a license and current registration to practice as a Registered Professional Nurse in New York State at time of appointment; and

Maintenance of license and registration throughout appointment.

Notes:

1. *A supervisory position is defined as a position in which supervision was a major responsibility of the job. Occasional or partial supervision of work crew is not acceptable supervisory experience.

2. Verifiable part-time and/or volunteer experience will be pro-rated toward meeting full-time experience requirements.

3. Your degree and/or college credit must have been awarded by a regionally accredited college or university or one recognized by the New York State Education Department as following acceptable educational practices. A grade of "D" or better is necessary for a course to be credited as successfully completed. If your degree and/or college credit was awarded by an educational institution outside of the United States and its territories, you must provide independent verification of equivalency. You can write to this Department for a list of acceptable companies providing this service; you must pay the required evaluation fee.

Notice to Candidates: Transcripts will now be accepted by the Department of Personnel ONLY at time of application.
All subsequent transcripts must be submitted at time of interview

The New York State Department of Civil Service has not prepared a test guide for this examination. However,candidates may find information in the publication "How to take a written test" helpful in preparing for this test. This publication is available on line at: www.cs.ny.gov/testing/localtestguides.cfm

Subjects of Examination:

Subjects of Examination: A written test designed to evaluate knowledge, skills and /or abilities in the following areas:

1. Educating and interacting with the public

These questions test for knowledge of techniques used to interact effectively with individuals and/or community groups, to educate or inform them about topics of concern, to publicize or clarify agency programs or policies, to negotiate conflicts or resolve complaints, and to represent one's agency or program in a manner in keeping with good public relations practices. Questions may also cover interacting with others in cooperative efforts of public outreach or service.

2. Interviewing

These questions test for knowledge of the principles and practices employed in obtaining information from individuals through structured conversations. These questions require you to apply the principles, practices, and techniques of effective interviewing to hypothetical interviewing situations. Included are questions that present a problem arising from an interviewing situation, and you must choose the most appropriate course of action to take.

3. Medical terminology

These questions test for knowledge of words, phrases, and abbreviations used in medical diagnosis and therapy. Questions may cover such topics as diseases, symptoms, pharmaceuticals, medical specialties, anatomy, treatment modalities, medical supplies, and medical equipment. Prefixes and suffixes used in medical terminology may also be included.

4. Preparing written material

These questions test for the ability to present information clearly and accurately, and to organize paragraphs logically and comprehensibly. For some questions, you will be given information in two or three sentences followed by four restatements of the information. You must then choose the best version. For other questions, you will be given paragraphs with their sentences out of order. You must then choose, from four suggestions, the best order for the sentences.

NOTICE TO CANDIDATES: Unless otherwise noted, candidates are permitted to use quiet, hand held, solar or battery powered calculators. Devices with typewriter keyboards, "Spell Checkers", “Personal Digital Assistants", "Address Books", "Language Translators", "Dictionaries", or any similar devices are prohibited. You may not bring books or other reference materials.

**IMPORTANT APPLICATION FEE - READ CAREFULLY**

A $20.00 filing fee is required for this exam. The required fee must accompany your application. Send or bring check or money order made payable to Erie County Personnel Department and write the examination number(s) on your check or money order. Do not send or bring cash, as the County cannot be responsible for cash payment. As no refund will be made, you are urged to compare your qualifications carefully with the requirements for admission and file only for those examinations for which you are clearly qualified.