Job Summary: The Manager, Clinical Operations is responsible for clinical leadership, quality, patient satisfaction and management of patient care within a designated geographic region(s), within NorthStar Care Community service areas.

Essential Functions

1. Ensures effective organizational strategic results are achieved, working collaboratively with others.
2. Maintains oversight of all patient care activity and outcomes within a designated geographic region(s) within NorthStar Care Community service areas and ensures that a culture of compliance, accountability and excellence are fostered. Collaborates extensively with staff and management from multiple departments to achieve outcomes.
3. Proactively assesses, leads, participates, and promotes core care delivery process redesign efforts to continuously improve quality in defined patient care and service satisfaction outcomes.
4. Effectively analyzes data to evaluate the quality of patient care services and utilization of resources. Interprets and conveys benchmarking standards and processes to staff in order to ensure quality of services are met and/or exceeded.
5. Responsible for managing all team human resources as efficiently as possible and within budget; oversite of each staff member would include number of weekly visits, length of visits, travel time, achieving required visit frequency, scheduling that meets the organization’s needs, effective use of the virtual care team, caseload management, minimizing after hours deployments that are unnecessary, completing same day documentation, etc.; achieving overall budgeted cost per day for pharmacy, DME, and medical supplies through chart reviews, IDT discussion, medical director engagement, with a focus on clinical efficacy and proper disease management as evidenced in each patient’s plan of care.
6. Proactively works with referral sources to meet their needs, which might include flexible hours.
7. Proactively works with the team in assigned territories to develop and implement specific marketing and customer service tactics and actions, and to effectively resolve any customer complaints.
8. Works directly with marketing leadership and clinical managers to develop a marketing & business development and customer service orientation among team members.
9. Collaborates with market operations leadership and clinical managers to develop annual and short-term marketing & business development plans that promote growth.
10. Proactively participates as a member of NorthStar Care Community market operations team and attends monthly meetings to oversee the deployment of the Marketing & Business Development Plan. Attends quarterly Marketing & Business Development Training.
11. Responsible for the professional relationship development with the referral sources in assigned territory.
12. Ensures implementation of and compliance with regulatory and accreditation standards.
13. Proactively keeps abreast of hospice and palliative care trends, best practices, and compliance requirements.
14. Develops staff within assigned areas of responsibility.
15. Provides ongoing support, education and resources for clinical practice based on assessment, analysis, and evaluation of clinical practice within a designated region.
16. Facilitates and provides ongoing collegial collaboration and sharing of best practices within the clinical and leadership areas.
17. Models and promotes knowledge of palliative care and hospice philosophies and articulates and promotes the organization’s vision, mission, and values.

Qualifications

1. Bachelor’s degree in a clinical and/or administrative field or actively enrolled in an accredited bachelor’s degree program with completing expected within two (2) years of assuming role.
2. Current State of Michigan Registered Nurse (RN) license.
3. Minimum of three (3) years of health care management experience required; five (5) years preferred.
4. A minimum of three (3) years of hospice/home health experience required; five (5) to seven (7) years’ experience and clinical expertise in hospice preferred.
5. Certification in hospice nursing (CHPN) preferred.
6. Expertise in regulatory requirements and compliance as it pertains to hospice required.
7. Must be able to travel extensively through region, including overnight stays if needed. Frequently works variable hours/days; activities and workload may require extended days.
8. Excellent interpersonal skills with the ability to comfortably interact at all social levels and with colleagues from many different background, ethic origins and skill levels required.
9. Understands performance improvement and can communicate and operationalize performance improvement initiatives at the departmental and organizational level.
10. Ability to effectively use technology in support of management and clinical operations.
11. 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.
12. Proof of current tuberculin testing required. Patient contact will not be allowed until tuberculin clearance is documented.
13. Must have reliable transportation.
14. Must be eligible to work in the United States.