JOIN US IN MAKING THE MOST OF EVERY DAY!

Hospice of The Western Reserve operates in celebration of the individual worth of each life, we strive to relieve suffering, enhance comfort, promote quality of life, foster choice in end-of-life care and support effective grieving.

WHY US?

We believe that our success starts with our greatest asset: OUR EMPLOYEES!

We live our shared core values in everything we do:

COMPASSION. EXCELLENCE. EQUALITY. INTEGRITY. SERVICE. STEWARDSHIP.

We have a passion for purpose driven work! Do you?

JOIN OUR FAMILY!

Responsible for creating or maintaining positive relationships between patient and staff that is providing healthcare for patient and family while overseeing all field staff who see patients outside the scope of the primary team.

WHAT YOU WILL DO:

• Partners with Director of Care Solutions Center and Clinical team Leader assisting RN’s, LPN’s, Social Workers and Admissions Assistants in hospitals, homes and alt home settings completing admissions and visits. 
• They are responsible for visiting patients and their families, representing Hospice of the Western Reserve with a goal of performing assessments, provide education and training about medications, care for physical needs. Identifying and resolving problems, preparing, and completing action plans, managing all clinical lines for improvement and quality assurance programs.
• They assist to carry out Care Solutions Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost-benefit analysis: defining user requirements, establishing productivity, quality, customer service standards, contributing information and analysis to organizational strategic plans and reviews.
• Builds relationships with staff in hospitals they serve, being a trusted partner.
• Trained and qualified nurse who can help guide teams to provide support for families and patients with empathy and confidence
• They implement the Care Solutions systems by assisting the Director, and Chief Clinical Officer with patients, families, referral providers, doctors, and Hospice of the Western Reserve field staff.
• Collaborate with trainers to implement a comprehensive training program for staff in the field.
• Determines training needs by observing agent and service encounters, studying all phases of the Care Solutions services, technical, service and customer experience results reports, conferring with management.
• Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining professional/personal networks
• Educational awareness with EMR (Suncoast) on a regular basis.
• Assist in the interview, hire, train, support, and develop liaison staff and admission staff.
• Supports and reinforces all strategies, plans, and implementations as directed by Senior leadership.
• Proactively identify operational efficiency and customer service enhancement opportunities
• Work directly with all corresponding programs to support, meet and or exceed their individual referral/admission goals.
• Reinforce work procedures, prepare work schedules, and expedite workflow.
• Evaluate and standardize procedures to improve efficiency of subordinates.
• Observe and evaluate employees who perform the duties of assessment, liaison. Continuous care and triage to ensure quality standards and service are met.
• Attend meetings, training activities, courses and all other work-related activities as required.

 MANAGEMENT

•  Responsible for managing and supervising field staff who see patients outside the scope of the primary care team; approximately 35 staff who work seven days per week.

 SUCCESS CAPABILITIES:

• High School Diploma or equivalent required
• Bachelor of Science in Nursing required; Master of Science in Nursing preferred
• Minimum 2 – 4 years’ experience supervising and leading teams
• Hospital based nursing experience preferred
• Hospice and palliative care experience preferred
• Maintain a valid drivers' license and auto insurance for successfully fulfilling business and operational needs.
• Must understand critical success factors of the Care Solutions Center
• Excellent customer service skills and relationship building capabilities with referral sources and families
• Exceptional written and verbal communications skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization.
• Ability to relate to others and exhibit compassion to all parties involved.
• Demonstrated ability to practice active listening skills.
• Detail oriented with strong organizational, time management, and effective prioritization skills.
• Ability to quickly learn systems, processes, and procedures, grasp clinical concepts and adapt easily to change.
• Ability to manage competing demands, multiple priorities, while remaining adaptable and flexible.
• Able and willing to maintain professional and technical knowledge by tracking emerging trends in contact center operations management, reviewing professional publications, establishing personal and professional networks, benchmarking state of the art practices.