Access Clinical Manager

About this role

Directs clinical patient care delivery; directs the field team (admission representatives and RN admissions team) to maximize same day and next day admissions. Education: BS/BA in Nursing or the equivalent. Master’s Degree in Nursing preferred. Experience: At least five (5) years progressive clinical experience, including two (2) years management experience in hospice, hospice admissions, sales, marketing, call center, and/or customer service, preferably in healthcare setting; experience working with nursing homes, long term care and assisted living facilities, hospitals and physicians. Licensure/Certification: RN, in the state of Maryland; Certification as a Hospice Manager by the NBHPNA within the first three years of employment preferred. Skills: • Excellent command of the English language in both verbal and written communication skills. Ability to manage interactions with a diverse population. Must have demonstrated customer service skills, strong organization, and administrative skills. Demonstrated ability to engage and disengage conversations as appropriate. Familiarity with general referral process preferred. Working knowledge of community resources. Computer competent and ability to learn a new software system and document via a laptop. • Effective planning and organization skills to effectively manage multiple priorities simultaneously. • Ability to develop key referral partnerships with Hospitals, Physicians, Nursing Homes, Assisted Living and Long-Term Care Facilities. • Able to supervise, train and provide effective leadership to nursing personnel • Ability to perform Performance Management Process Patient & Workplace Safety:  

• Employee has knowledge and understanding of patient and workforce safety as it relates to job duties.  

Patient Population:  

• Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable.  

Principal Duties and Responsibilities: • Manages the clinical practice of initial patient care including care planning. • Participate in the development of patient care programs and/or expansion of services • Coordinates interdepartmental activities that have significant impact on initial patient care • Interprets hospice admissions regulatory standards to clinical staff, other departments, physicians, patients and the community • Oversees completion/management of Plan of Care • Oversees completion/management of initial Certificate of Terminal Illness (CTI) and Face to Face requirements • Responsible for coordination of after hour needs of patients and families • Admission Quality Assurance • Coordinates and oversees compliance of documentation management resources involving clinical/administrative staff, pharmacy and durable medical equipment related to patient admissions • Develops and assures implementation of policies and procedures for admissions. Meets goals and expectations for scheduling visits, accuracy of admissions information and timely collection and distribution of admissions paperwork. • Assures that information and admissions visits are completed within the required timeframe as defined by the CMS COP’s; and pertinent COMAR regulations. • Ensures that follow-up calls for pending visits are completed within the required timeframe as defined by the CMS COP’s and pertinent regulations. • Assures Hospice Item Set (HIS) compliance by all Admission staff including assessment, submission and acceptance of date. QIES website data review, Hospice Compare data review as it relates to HIS • Provides direct supervision to all admissions staff making field visits on a routine basis and providing appropriate feedback. • Meets with key referrals sources to establish expectations and implements work flow changes necessary to fulfill these expectations. • Develops plans and procedures to ensure that adequate staff on the phones and in the field accommodate routine and high volume demand periods (e.g. holidays, coverage for vacations, Thursdays, Fridays) as well as weekend coverage, are met. • Manages accounts payable issues related to ancillary services. • Processes payroll for Admissions RN’s, Admission Supervisor and staff, as well as Admission Quality Assurance staff. • Maintains employee competencies • Monitors, and reviews work performance of the staff • Utilizes IT system to monitor productivity and performance of staff • Utilizes the Admission Calendar software • Assists with the interviewing and selection of personnel for hire. • Facilitates regular team meetings and attends appropriate department meetings at GHC. • Uses family satisfaction and referral data to improve systems/processes in the field. • Ensures standards of practice are met and incorporates compliance with regulatory laws. • Ensures customer service activities are integrated with overall operational improvement activities at GHC. • Conducts regular and on-going training for all admissions RN’s. Provides coaching through call monitoring and on-site visit observation. • Oversees accuracy of daily, weekly and monthly contacts, referrals and admissions reports. • Reports statistics regularly to management team. • Analyze trends, makes recommendations for staffing adjustments and implements changes in line with budget expectations • Tracks, monitors and reports service delays. Works with the field admissions staff to resolve any and all concerns/complaints. • Develops, implements and monitors goals for contacts, referrals and admissions consistent with annual budget assumptions All roles must demonstrate GBMC Values: Respect  

I will treat everyone with courtesy. I will foster a healing environment.  

• Treats others with fairness, kindness, and respect for personal dignity and privacy .  

• Listens and responds appropriately to others’ needs, feelings, and capabilities .  

Excellence  

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.  

• Meets and/or

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