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University of Rochester ED Patient and Family Relations RN - 229244 in Rochester, New York

ED Patient and Family Relations RN Job ID 229244

Location Central Administration Full/Part Time Favorite Job Regular/Temporary Regular Schedule

Flexible hours during the week with occassional weekends


Job Summary:

The Assistant Nurse Manager (ANM) is accountable for supporting and providing ICARE values. The ANM is involved in activities at the department and institutional level, and contributes to goal achievement through personal action and the facilitation of others. The ANM participates in community and professional organizations, demonstrating commitment to the promotion of URMCs visibility and future. The ANM serves as a resource, consults as requested, and communicates effectively within the department. The ANM also participates in the management of human resources, the development and evaluation of recruitment and retention strategies, and the monitoring of Patient Experience data through Press Ganey outcomes.

Core Competencies:

Personal Accountability :

  • Commitment to Quality– Takes pride in work, strives for excellence. Takes responsibility for performance and fixes mistakes. Continually looks to improve the quality of work.

  • Safety Consciousness– Contributes to a safe working environment; performs duties in a clean and safe manner. Brings safety concerns to appropriate parties; takes initiative to resolve when possible.

  • Attendance and Punctuality – Fulfills work and time requirements. Keeps unscheduled absences to a minimum. Plans for coverage of responsibilities where appropriate.

  • Reliability/Dependability – Meets task deadlines and work commitments. Fulfills work obligations in a timely and satisfactory manner. Takes responsibility for personal actions and performance.

  • Appearance - Dresses appropriately. Avoids wearing strong fragrances or other strong odors (e.g. from smoking). Keeps workplace neat, clean and organized.


  • Self-Awareness – Demonstrates continuous professionalism, respect, and workplace civility. Mindful of actions; topic, tone, volume, and body language. Avoids gossip.

  • Working with Others – Approachable, inclusive, and respectful. Exhibits teamwork, takes initiative to help. Courteous and cooperative. Respects diversity and appreciates differences.

  • Relationship to Supervisor – Responds and acts cooperatively; works to maintain positive relationships with supervisor/manager. Accepts responsibility for own actions.

  • Gives and Receives Feedback - Provides constructive feedback to colleagues. Mindful of both verbal and body language when giving feedback. Receptive to feedback from others; accepts feedback without defensiveness.

  • Role Modeling – Conducts self in fair and trustworthy manner. Upholds professional and ethical standards. Demonstrates departmental and organizational values, including Integrity, Compassion, Accountability, Respect, and Excellence.

Functional Expertise:

  • Job Knowledge – Clearly demonstrates functional expertise as it relates to the job. Strives for excellence. Asks relevant questions when uncertain. Shares information and knowledge with others.

  • Learning Agility – Keeps abreast of new developments and enhancements to systems, procedures and products. Values learning; seeks out new learning and development opportunities. Completes learning assignments in a timely manner.

  • Problem Solving & Decision Making – Uses good judgment when evaluating a problem. Analyzes risks and identifies consequences. Makes appropriate decisions in a timely manner.

  • Uses problem solving strategies to work through roadblocks and deliver timely results in a manner that is consistent with organizational values.

  • Policy Awareness – Understands and adheres to departmental and organizational standards, policies and processes as appropriate. Asks relevant questions when uncertain. Continuously works to maintain standards.

  • Use of Resources – Works to reduce waste by identifying ways to be more efficient with time, money, or processes. Where appropriate is aware of equipment and supply costs, understands appropriate use of resources. Demonstrates a sense of organizational stewardship.

Service Excellence:

  • Treatment Towards Others – Listens carefully, expresses compassion and empathy where appropriate. Mindful of the perspective and needs of others, (i.e. colleagues, patients, students, families and others).

  • Service Orientation – Embraces organization and department mission. Works to understand goals and objectives of the unit or the department.

  • Communication – Communicates ideas and messages clearly and concisely. Actively listens, seeks to understand others. Answers questions clearly and asks clarifying questions when needed. Keeps others informed when deadlines are challenged.

  • Productivity – Works to deliver an expected volume of work; seeks operating efficiencies without sacrificing quality. Works to stay organized. Uses technology as needed / where appropriate.

  • Responds to Change – Adapts to changing priorities. Handles unexpected situations and does so in a calm and positive manner. Where appropriate, questions and recommends alternatives to new processes and procedures.

Leadership Competencies:

  • Effective Communication - Writes and speaks clearly. Articulates ideas and instructions in a clear and concise manner. Encourages dialogue and candor; makes it safe for others to voice their opinion. Active listener; takes the time to consider alternative points of view. Keeps others informed; conveys important information in a timely and efficient manner.

  • Partnership & Team Building - Values, respects and is open to others’ point of view. Relates well to people at all levels of the organization. Actively works to build a team. Empowers employees to take action. Supports team decisions both publicly and privately. Manages conflict; builds common ground, focuses on the positive and seeks constructive outcomes. Demonstrates care and concern for all team members and those we serve.

  • Organizational Effectiveness - Takes initiative to get things done. Actively sets priorities. Runs effective meetings; starts/stops on time, maintains focus on topic. Analyzes short-term and long-term risks; identifies pros and cons; evaluates options and chooses effective solutions. Makes critical decisions in a timely manner.

  • Performance Management - Tracks, monitors, and documents employee performance. Actively encourages goal setting. Provides timely, effective, and constructive feedback. Holds team members accountable for their performance and results. Delegates tasks appropriately. Creates an environment where employees and others feel valued and appreciated. Routinely recognizes team members for their contributions formally and/or informally.

  • Leading Change & Innovation - Champions change and innovation. Readily adapts to change, makes adjustments when needed. Helps others overcome resistance to change. Stays calm in the face of great change. Actively encourages and supports new ideas. Leads process improvement, encourages efficiency, works to build value for the organization. Helps develop innovative solutions

  • Stakeholder Focus - Maintains positive and collaborative connection to key stakeholders. Understands needs, goals and objectives of all constituent groups. Works to create, monitor, and exceed key metrics and targets in support of key groups.

  • Strategic Thinking & Planning - Ability to see the big picture by thinking conceptually, imaginatively, and systematically. Visionary and forward thinking; able to see long-term opportunities. Demonstrates the ability to develop effective plans in line with organizational goals. Actively sets priorities. Works to focus energy and resources towards common organizational objectives.

  • Industry/Regulatory Compliance Knowledge - Exhibits knowledge of, and ensures compliance with, federal and state regulatory requirements (for example: Affirmative Action, FLSA, and NY Wage and Hour Laws, HIPAA, Joint Commission, non-discrimination laws, FERPA, etc.). Initiates appropriate follow up when concerns are identified. Demonstrates increasing knowledge of the organization, industry and marketplace. Leverages industry knowledge and business acumen to make appropriate decisions. Keeps abreast of new developments with organizational systems, procedures, and policies. Utilizes Human Resource Business Partner as needed.

Job Specific Competencies:

Service Excellence:

  • Maintains positive relationships with patients, families, and all members of the healthcare team

  • Resolves conflict positively and in a timely manner, working directly with co-workers to address issues; Uses conflict management strategies to continuously improve staff relationships/unit operations

  • Works to create team success as well as individual success

  • Uses good judgement in all situations, ensuring ethical standards are met

  • Treats patients, family and staff with kindness, courtesy and respect for diverse view points and cultures

  • Treats co-workers with courtesy, consideration, respect, and trust; Functions as an effective member of the team

  • Communicates effectively in written, verbal, and non-verbal interaction with healthcare members, patients and families

  • Listens attentively to patients, family members, and staff, paying attention to both verbal and non-verbal messages; Communication with customers and staff is clear, courteous, caring and appropriate to the situation.

  • Conducts periodic and annual performance reviews of staff in collaboration with the Director of Emergency Department Patient Relations.

  • Serves as a mentor for others needing assistance with developing educational, ICARE, and/or positive interpersonal skills and effective team member behaviors

  • Mentors others new to the ED PFR role setting priorities and delegating responsibilities to others

  • Seeks out opportunities to improve systems and service and assists department in implementing changes identified through performance improvement activities and in evidence-based reports

  • Strives to better understand the diverse cultures and customs of staff, patients and families

  • Professional Development

  • Engages in continuous learning to promote personal and professional growth

  • Demonstrates responsibility for learning to improve self and performance, including progress toward achievement of annual goals

  • Functions as a resource person and instructor; Demonstrates good communication, fairness, and support for staff; Demonstrates an approachable, calm, helpful, and efficient demeanor

  • Accepts and acts on constructive feedback from the Director, peers, and colleagues in a positive manner

  • Actively participates and encourages staff involvement in group activities and assists with assuring staff are able to attend meetings

  • Serves as a role model for others needing assistance with developing educational and/or positive interpersonal skills and effective team member behaviors

  • Collaborates with unit management and other departments to assure the needs of patients and the unit are met

  • Assumes primary responsibility for the unit in the absence of the Director and assumes leadership for coordinating service activities and programs

  • Conducts periodic and annual performance reviews of ED PFRs staff in collaboration with the Director

  • Assumes a leadership role in collaborative practice, performance improvement and other interdisciplinary teams

GOALS:Service ExcellenceProfessional Development

How To Apply

Current University of Rochester employees need only submit a resume to All other interested applicants should apply online or submit a resume to Nursing Recruitment, 601 Elmwood Avenue, Box 619-19, Rochester, NY 14642, or fax resume to 585.756.5882.

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