Hospice Patient Care Manager

Summary of Responsibilities:

The Patient Care Manager responds promptly and professionally to hospice referrals and inquiries, triaging medical concerns within their scope of practice. This role supervises clinical field staff, ensuring effective coordination of services and quality care delivery. The Patient Care Manager collaborates closely with the Clinical Director, oversees patient care planning, and maintains compliance with policies, procedures, and applicable laws.

Essential Functions/Duties:

Patient Care Oversight

• Coordinate and oversee all direct and indirect patient services provided by clinical staff.
• Provides guidance regarding assessment, planning, implementation, and evaluation of patient and family/caregiver care for clinical personnel.
• Review patient care plans; coordinate interdisciplinary team (IDT) meetings.
• Ensure timely patient admissions and verify hospice eligibility.

Clinical Staff Management

• Supervise, coach, and mentor clinical personnel through regular performance evaluations.
• Address and resolve clinical staff issues, conflicts, and scheduling needs.
• Ensure proper staff-to-patient ratios and balanced workload distribution.
• Conduct orientation for new clinical staff directly or through delegation.
• Manage staffing, including hiring, evaluating, and terminating personnel as needed.
• Oversee ongoing staff training, licensure checks, and competency assessments.

Operational & Administrative Duties

• Maintain accurate patient clinical records, statistics, and reports for organizational evaluation and compliance.
• Interpret operational indicators to anticipate census changes and adjust staffing accordingly.
• Manage and maintain adequate inventory of medical supplies and equipment.
• Assist in budget preparation and administration in collaboration with management.

Regulatory & Compliance

• Assure compliance with local, state, and federal laws, including CGS Medicare requirements.
• Ensure safe and high-quality delivery of hospice services in accordance with regulatory standards.
• Participate in and complete all required ongoing training, including monthly online and in-person training, annual skills competencies education, and role-specific certifications, to ensure continued competence and adherence to organizational and regulatory standards.

Professional Development & Community Engagement

• Stay updated on changes in nursing and hospice care; share knowledge with the clinical team.
• Promote hospice services within the healthcare community to encourage appropriate referrals.

Leadership Responsibilities

• Serve as Acting Director in the absence of the Clinical Director.
• Coordinate with the Medical Director on patient eligibility and plan of care.
• Participate in on-call duties per organizational policy.

Quality Improvement

• Actively engage in quality assessment and performance improvement initiatives to enhance patient care and organizational effectiveness.

Required Skills/Abilities:

• Demonstrated ability to supervise and direct professional and administrative personnel.
• Ability to work tactfully with customers and the community.
• Demonstrates excellent observation, problem solving, verbal and written communications, nursing skills per competency checklist.
• Knowledge of business management and government regulations.
• Shows ability to organize and prioritize workload independently.

Supervisory Responsibilities:

• Directly supervises clinical field staff, including nurses, aides, and other licensed personnel providing patient care.

Core Values:

1. AMBASSADOR: Represents The Highlands at Wyomissing® in a positive light with integrity. Takes pride in our community.
2. COMMITMENT: Dedicated, adaptable, tolerant, dependable, focused, and passionate. Often does more than is required. Reports to work as scheduled and timely.
3. COMPASSIONATE: Is empathetic, mindful, and kind.
4. INNOVATIVE: Is curious. Identifies new methods and efficiencies.
5. RESULTS-DRIVEN: Has a strong sense of urgency about solving problems and completing work. Exerts unusual effort over time to achieve a goal. Maintains commitment to goals in the face of obstacles and frustrations.
6. TEAM ORIENTED: Works cooperatively and effectively with others to achieve common goals.

The Highlands’ Traditions (Customer Service Expectations):

1. SAFETY: Practices safe behaviors to ensure the safety of all.
2. KINDNESS: Projects a positive image and energy. Courteous and respectful to all. Goes above and beyond to exceed customer expectations.
3. SHOW: Takes pride in self-appearance. Stays in “character” and performs the “role in the show.” Ensures work area is show-ready.
4. EFFICIENCY: Performs role with consistency and efficiency. Uses time and resources wisely.

Position Type/Expected Hours of Work:

• The position is Monday through Friday with Administrator on call expectations for after hours, weekends, and holidays. Standard hours may fluctuate based on admissions and discharges. Standard days and hours of work for Hospice are 8:00am to 4:30pm.

Travel:

• Travel may be expected for this position, including some local travel in the communities surrounding The Highlands campus.

Education and Experience Requirements:

• PA Registered Nurse License (Required)
• Bachelor’s degree in nursing from an accredited program (Required)
• High school Diploma or GED (Required)
• Must be a licensed driver with an automobile that is insured in accordance with state or organization requirements and is in good working order.
• At least one year of management experience in a hospice or health care organization (Preferred)
• CPR Certification (Required)
• Completion of the Highlands Hearthstone Ambassador training within 30 days of employment (Required)

Work Authorization/Security Clearances:

• Medical Screening
• Criminal History Clearance
• FBI Fingerprint Clearance (Only required if you have not lived in PA for the last 2 years)
• Immigration and naturalization (I-9) Clearance
• Valid Pennsylvania Driver's License and acceptable MVR (if operating company vehicle)

Physical Requirements and Physical Demands:

• While performing duties of this job, the employee is occasionally required to climb, kneel, pull with force, reach above head, reach above shoulder, push/pull (up to 100 lbs.), lift from floor level up, lift from waist level up, lift above shoulders/head, ability to lift, push, pull with assistance (mechanical or co-worker) the weight of the average patient specific to department, Lifting 25 lbs. maximum and frequent lifting and/or carrying of objects weighing up to 10 lbs.

Safety Hazards and Physical Environment:

• May be exposed to blood borne pathogens - High Risk
• May be exposed to communicable diseases
• May be exposed to moving mechanical parts
• May be exposed to potential electrical shock
• May be exposed to toxic, caustic, chemicals, and / or detergents
• May be exposed to rare occasions during which it is necessary to interact with a resident exhibiting aggressive behavior.