Job Summary: The Assistant Manager, Service Operations performs the duties of a Registered Nurse, and is also responsible for assisting the Manager, Service Operations with management and administrative coordination of patient care. This position works in a supportive manner as a resource for the team and as a representative for the Manager, Service Operations. 

Essential Functions:

• Assists the Manager with coordination of care delivery processes to continually improve quality aimed at improving customer care and service satisfaction outcomes.
• Utilizes data to evaluate the quality of patient care services and utilization of resources. Communicates benchmarking standards and processes to staff in order to ensure quality of services are met and/or exceeded.
• Actively keeps abreast of hospice and palliative care trends, best practices and any anticipated compliance changes.
• Actively leads, participates, and promotes a culture of excellence and innovation at the employee, and departmental levels aimed at continually improving employee performance and engagement.
• Assists with recruitment and retention efforts consistent with the NorthStar Care Community vision, mission and values, in collaboration with Human Resources.
• May participate in manager on-call rotation.
• Collaborates and assists the Manager in orientation planning, new staff training and/or re-education projects, provides ongoing feedback and support to staff.
• Leads, facilitates and participates in meetings at the individual, group and organizational levels, both within and external to the organization, to achieve desired outcomes.
• Under the direction of the Manager, Service Operations, manages all allocated resources within a designated region including but not limited to time, expenses, supplies, and labor and ensures pre-determined financial margins and/or outcomes are achieved.
• May conduct emergency visits, field observation visits, joint visits on questionable re-certifications; participate in quality improvement programs and CTC follow up/closure.
• Under the direction of the Manager, manages performance, and actively coaches, mentors and provides direction to staff to improve performance.
• Ensures internal and external education, training and activities for self and staff to promote personal and professional growth and to ensure staff competency is maintained at all times.
• Seeks to promote census growth in assigned area(s) of responsibility and seeks to offer care that meets the unmet diverse needs of the community

Qualifications:

• A minimum of an Associate’s degree in a clinical and/or administrative field and three (3) years of health care experience, knowledge of business and management principles, and understanding of regulatory issues required.
• A bachelor’s degree, clinical hospice experience, two (2) to three (3) years health care management and/or preceptorship experience and certification in hospice nursing (CHPN) are preferred.
• Licensure: Graduated from an accredited school of nursing with a current license to practice in State of Michigan as a Registered Nurse.
• Must possess excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, attention to detail, tact, dependability, emotional intelligence and the ability to promote positive, constructive relationships with communication and collaboration at all levels with the ability to maintain confidentiality.
• Has understanding of performance improvement and can communicate and operationalize performance improvement initiatives at the departmental and organizational level.
• Ability to effectively use technology in support of management and clinical operations.
• Must be able to read, write and speak English fluently and be able to communicate orally and in writing in internal and external relationships for all essential job functions.
• Ability to prioritize multiple demands. Demonstrates integrity and flexibility and participates actively in change and quality improvement initiatives.
• Current tuberculin testing required. Will not be allowed patient contact until tuberculin clearance is documented.
• Must have reliable transportation to be able to travel and maintain the rigors of a busy schedule. Frequently works variable hours/days; activities and workload may require extended days.
• Must be eligible to work in the United States