Director of Clinical Support Services

Under the supervision of the Vice President of Clinical Operations, the Director of Clinical Support Services is responsible for the Crisis Care Team, On-Call Department, Project Management, Clinical Managers, Directors, and Assistant to the Vice President of Clinical Operations. This position supports the clinical management teams as a hospice subject matter expert. Must have the ability to execute an effective, supportive, sensitive approach in response to the needs of patients, families and staff. Must have the ability to flex schedule to oversee evenings, nights and weekend operations. In additional, this position acts as Administrator on-call on a rotating basis.

Qualifications

• At least three years hospice experience within the past five years and three years managerial experience required.
• Bachelor's Degree in Nursing or related health field required.
• Current Florida Registered Nurse License required.
• Knowledge of the Hospice Conditions of Participation (COPs) required.
• Communicates well (written and verbal), delivers presentations, has good listening skills.
• Must have strong time management, organizational and supervisory skills.
• Must be self-directed and able to work independently.
• Proficient in Microsoft Office products and EMR software required.
• Must hold a current (BLS) CPR certification.
• Attendance is a condition of employment.

Key Result Areas

• Management of the Crisis Care Team and the On Call Department. Supervising and evaluation of staff.
• Budgeting and planning for the provision of crisis care to patients. Ensure direct clinical care for patients and families in the patient's care setting after hours (i.e.) evenings and nights during the week, weekends and holidays.
• Knowledgeable in data collection, data analysis, and operational observations.
• Participates in audits to identify new quality initiatives to ensure that the organization's programs and services are implemented at the highest standards and patients receive the highest quality care.
• Participates in the Quality and Compliance Committees, and assist in facilitating Quality Assessment and Assurance.
• Conducts work in an efficient, productive manner minimizing waste and excessive cost. Follows standard work and contributes to lean process improvement. Creates and tracks Performance Improvement Projects to ensure efficiencies.
• Supports the Service Excellence initiatives, by serving internal and external customers in a manner that increases their confidence and knowledge, responding timely, efficiently and courteously to their needs and concerns.
• Demonstrates application of Treasure Coast Hospice Standards, Vision, Mission and Values in all interactions with internal and external customers. Communicates in a helpful, supportive manner, working diligently for positive outcomes.

• Coordinates staffing to meet patient/family care needs when receiving crisis care or services from the on-call department with other clinical managers/directors on a daily basis.
• Ensures on-call department services are consistent with team functions that occur during the weekdays (i.e.) visits to ER with patient, following revocation protocol, transferring a patient to the inpatient units and/or initiation of contract bed in hospital.
• Educates, mentors and coaches staff to ensure excellent customer service, high-level staff performance and clinical excellence as measured by positive feedback from the Family Satisfaction Survey and integrity of staff documentation.
• Establishes proper planning tools to determine staffing needs for crisis care and the on-call department to meet patient and family needs.
• Ensures chart reviews are completed as part of the quality assurance program and billing process.
• Addresses patient, family or care partner concerns or complaints in a timely manner. Works closely with professional relations and build strong relationships, is adaptable, works well with others, motivate, and solicits feedback.
• Manages the utilization of DME and pharmaceuticals.
• Promotes accountability and adherence to policy and procedures, punctuality and absenteeism for the Crisis Care team and On-Call department. Accountable for the oversight and accuracy of the staff's payroll and timely performance evaluations
• Maintains a high level of urgency, customer consciousness and service excellence. Must be able to handle sensitive issues appropriately using sound judgment; maintain professional boundaries, and confidentiality.
• Participates as an active supporter of the Treasure Coast Hospice compliance program, including the emphasis to report, as well as complying with all Federal, State and Local laws and the organization's compliance program.
• Fulfill all responsibilities related to the success of the strategic plan of the organization, as requested and assigned.

• Participates in Administrator On-Call rotation.

OSHA Category

Position will be categorized as category I (involves routine exposure to blood and body fluids/tissues).

Working Conditions

• Typing or otherwise working primarily with fingers rather than with the whole hand as in handling.
• Sedentary - Exerting up to ten pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria met.
• The work is required to have close visual acuity such as/preparing and analyzing data and figures; transcribing, viewing a computer terminal; extensive reading.
• Occasionally lifting up to 50lbs.

Additional Information

Incumbent may be required to perform emergency duty before, during and/or beyond normal work hours or days in the event of an emergency, crisis situation or disaster (man-made or natural) including evacuation sites. The person in the position will work in a smoke-free location, and is expected to adhere to all smoking restrictions.

EEO/Drug Free Workplace