Director, Ancillary Services

The Director of Ancillary Services is responsible for ensuring seamless coordination and
integration of ancillary services such as medical supplies, durable medical equipment
(DME), and pharmacy. The director will also oversee centralized scheduling department.
This position will collaborate closely with clinical and administrative teams to promote a
patient-centered care model while maintaining compliance with all regulatory and industry
standards.

Essential Functions:

• Oversees the provision of high-quality, patient-centered services related to medical equipment, medical supplies, and pharmacy services in line with hospice care standards. Develops and implements protocols for service delivery, ensuring services are coordinated efficiently and in compliance with industry regulations.
• Develops and maintains operational procedures and policies for ancillary services, ensuring efficient workflow and compliance with regulatory standards.
• Works closely with the clinical leadership team to ensure that ancillary services are aligned with patient care plans and contribute to positive outcomes. Oversees various reports distributed to internal stakeholders to guide decision making.
• Conducts regular audits of services and practices to ensure compliance with all legal, clinical, and safety requirements.
• Oversees centralized scheduling department including department budget and process improvement initiatives.
• Continuously monitors and improves service delivery through data analysis, feedback collection, and regular review of patient and family satisfaction.
• Oversees and supports staff across assigned departments, conducts performance evaluations, provides ongoing training, and fosters professional development opportunities for team members.
• Develops and manages the department’s budget, ensuring the efficient use of resources and cost-effectiveness in service delivery. Collaborates with the finance team to track service costs and manage resource allocation for maximum efficiency and effectiveness.
• Ensures that ancillary services contribute to a holistic, patient-centered approach to care, offering patients and families the comfort and support they need during end-of-life care. Addresses any concerns or complaints regarding ancillary services and works to resolve them promptly and professionally.
• Stays informed of industry best practices, emerging trends, and new technologies related to ancillary services in hospice care. Initiate and lead process improvement projects that enhance service delivery, increase operational efficiency, and improve the patient and family experience.
• Builds and maintains relationships with external service providers and vendors. Monitors vendor performances and participates in contract negotiations.
• Adjusts to changes in workload and schedules based on changing departmental and organizational priorities.
• Upholds NorthStar Care Community Code of Conduct, policies, procedures, protocols, practices and all regulatory and legal requirements.
• Upholds the NorthStar standards to care for every person, every time, 100% of the time.

Supervision: Reports to the AVP, Clinical Analytics and Ancillary Services. Able to consistently perform
all responsibilities required of the role with minimal support/guidance from management
and colleagues. Supervises direct reports and is responsible for overall management of the
staff within the assigned areas.

Qualifications:

• Associate’s degree in healthcare administration, nursing, or related field required. Bachelor's degree preferred. Active Registered Nurse (RN) license required.
• Minimum of 3 years of experience in a clinical leadership role in healthcare, hospice, or a related field.
• Prior experience managing ancillary services, medical equipment, medical supplies, and pharmacy services highly preferred.
• Minimum of 2 years of experience in strategic operations, project management or related experience.
• In-depth knowledge of hospice care principles, regulatory requirements, and industry standards.
• Strong organizational skills with the ability to manage multiple priorities and coordinate complex services.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with staff, patients, families, and other healthcare providers.
• Strong problem-solving and critical thinking skills to address issues and improve processes.
• Budgeting and financial management skills, with the ability to analyze and control costs effectively.
• Compassionate and patient-focused, with a strong understanding of the emotional and psychological needs of hospice patients and their families.
• The physical and sensory demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; driving or riding in a motor vehicle; standing, sitting, walking, bending, reaching, and stretching; and lifting up to twenty five (25) pounds unassisted.
• Must be able to work variable hours/shifts and/or days, including weekends. Must have the ability to occasionally work extended days, as necessary.
• Must be eligible to work in the United States.