What are the responsibilities and job description for the Director of Hospice Operations position at Well Care Hospice, Inc.?
PRIMARY JOB DUTIES
1. Responsible for overseeing Wellcare's hospice program through strategic, innovative, and collaborative leadership focused on continuous improvement in clinical, quality, growth, and revenues.
2. Collaborates with clinical, administrative and support staff to assess, plan, implement and evaluate hospice services which meet the needs and expectations of the community, patients, staff and other internal / external customers.
3. This position promotes alignment across Wellcare's service lines through shared quality goals, improvement strategies, and best practice collaboratives.
4. Responsible for partnering with key operational leaders to develop and achieve the Hospice's strategic and operational goals and to ensure compliance with regulatory standards.
5. Provide leadership and subject matter expertise (SME) in Home Health, Palliative Care and Hospice Quality Improvement and Regulatory Affairs as part of the Senior Leadership Team.
6. Drive the development of a "Quality Culture" within the organization, starting with the leadership team and cascading through the organization.
7. Partners with Compliance and Quality to oversees the reporting and analysis of clinical quality, outcomes, and patient experience in relation to reimbursement and public reporting programs and performance improvement action plans to address publicly reported measures with lagging outcomes.
8. Ensures agency compliance with applicable laws, regulations and accreditation standards.
9. Collaborates with clinical, administrative and support staff to develop, implement and monitor the annual operating budget.
10. Contributes to program effectiveness.
11. Organizes and performs work effectively and efficiently.
12. Demonstrates a daily commitment to the values of the agency.
13. Demonstrates positive interpersonal relations in dealing with all members of the organization.
14. Effectively demonstrates the mission, vision and values of the agency on a daily basis.
15. Maintains confidentiality.
1.0 20% CUSTOMER SERVICE :
1.1 20% Develops services and programs that promote customer satisfaction as demonstrated by :
- Agency responds to all customers in a courteous, sensitive and respectful manner.
- Ensures excellence in service delivery and achieves CAHPS Hospice Survey score at or above 80th percentile.
2.0 30% RESOURCE MANAGEMENT :
2.1 5% Maintains positive employee relations within the agency by handling responsibilities within established time frames and following the guidelines of the agency as evidenced by :
2.2 5% Creates efficient and effective scheduling and staffing patterns and takes reasonable steps to ensure the consistent availability of all services that are represented to the public as available.
2.3 20% Plans and develops team staffing to reduce agency turnover to at or below 25%
3.0 40% QUALITY OF WORK
3.1 20% Creates an environment of accountability as evidenced by :
3.2 20% Oversees care planning, utilization of services and coordination of care as evidenced by :
4.0 10% MISSION, VISION, VALUES
4.1 5% Demonstrates positive interpersonal relations in dealing with all members of the team (co-workers, supervisors, physicians, etc) as evidenced by :
4.2 5% Is an active and contributing member of the community and his / her profession as evidenced by :
JOB SPECIFICATIONS
1. Education : RN from an accredited school. Master's Degree in nursing or health related field preferred.
2. Licensure / Certification : Must possess a current valid RN license in the State of North Carolina.
3. Experience : 5 years hospice experience. Minimum of 5 years progressively responsible management experience in a healthcare or related field.
4. Essential Technical / Motor Skills : Extensive knowledge of hospice principles, philosophy, and practice. Extensive knowledge of state and federal regulations and accreditation standards which impact hospice operations. Extensive knowledge of principles and practice of personnel management and conflict resolution. Demonstrated ability to speak clearly, to answer the telephone and be computer literate.
5. Interpersonal Skills : Excellent interpersonal skills including ability to interact and communicate in a tactful, professional manner with staff, physicians, management team, etc.
6. Essential Physical Requirements : Demonstrated ability to speak clearly and effectively before small and large groups. Ability to communicate orally and in writing and be literate in the English language. Demonstrated ability to sit for extended periods of time. Demonstrated ability to communicate orally and in writing. Must be able to get from hospice office to patient homes and / or referral sources such as the hospital or doctor's offices.
7. Essential Mental Requirements : Demonstrated ability to perform basic statistical calculations. Ability to interpret and analyze statistical data. Ability to forecast staffing and service development needs based on statistical data. Ability to analyze regulations / standards and to operationalize them appropriately. Ability to assess and evaluate staff and agency performance. Ability to explain / teach staff from a variety of educational backgrounds. Must possess long and short-term memory and high-level reasoning and problem solving skills.
8. Essential sensory requirements : Ability to see, hear and communicate verbally.
9. Exposure to Hazards : Works essentially inside an office environment. May be exposed to hazards when making joint home visits, including but not limited to dangerous animals, traffic hazards, threatening patient encounters.
10. Hours of Work : Hours are flexible to meet the needs of the agency.
11. Must have valid North Carolina driver's license and an operational vehicle
