Arbor Hospice

Compensation

Full Description

Southfield · Telesupport Center Southfield, MI Clinical (Other) Full Time, Days Req # 5949 Job Summary: The Clinical Director, Contact Center is responsible for clinical and non-clinical leadership, quality, patient satisfaction and management of patient care through triage for all NorthStar Care Community and contracted triage partners. Essential Functions: • Ensures effective organizational strategic results are achieved, working collaboratively with others. • Maintains oversight of all patient care activity and outcomes for triage and ensures that a culture of compliance, accountability and excellence is fostered. Collaborates extensively with staff and management from multiple departments to achieve outcomes. • Proactively assesses, leads, participates and promotes core care delivery process redesign efforts to continuously improve quality in defined patient care and service satisfaction outcomes. • Effectively analyzes data to evaluate the quality of patient care services and utilization of resources. Interprets and conveys benchmarking standards and processes to staff in order to ensure quality of services are met and/or exceeded. • Ensures implementation of and compliance with regulatory and accreditation standards. • Proactively keeps abreast of hospice and palliative care trends, best practices and compliance requirements. • Develops clinical leaders and staff within assigned areas of responsibility. • Provides ongoing support, education and resources for clinical practice based on assessment, analysis, and evaluation of clinical practice within a designated region. • Facilitates and provides ongoing collegial collaboration and sharing of best practices within the clinical and leadership areas. • Models and promotes knowledge of palliative care and hospice philosophies and articulates and promotes NorthStar Care Community’s, vision, mission, and values. • Upholds organizational policies and procedures and all regulatory and legal requirements • Models the C.A.R.E. Model of Service: courtesy, acknowledgment, response and empathy. Qualifications: • Bachelor’s degree in a clinical and/or administrative field or an Associate’s Degree and actively enrolled in an accredited bachelor’s degree program with completion expected within 2 years of assuming role required. • Current State of Michigan Registered Nurse (RN) license. • Minimum of three (3) years of health care management experience required; five (5) years preferred. • A minimum of three (3) years of hospice/home health experience required; five (5) to seven (7) years’ experience and clinical expertise in hospice preferred. • Certification in hospice nursing (CHPN) preferred. • Expertise in regulatory requirements and compliance as it pertains to hospice required. • Must have worked in the role of Operations Manager for a team within assigned region. • Must reside within the assigned region. • Must be able to travel extensively through region, including overnight stays if needed. Frequently works variable hours/days; activities and workload may require extended days. • Excellent interpersonal skills with the ability to comfortably interact at all social levels and with colleagues from many different backgrounds, ethnic origins and skill levels required. • Has understanding of performance improvement and can communicate and operationalize performance improvement initiatives at the departmental and organizational level. • Ability to effectively use technology in support of management and clinical operations. • Must be able to read, write and speak English fluently and be able to communicate orally and in writing in internal and external relationships for all essential job functions. • The physical demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; traveling; driving or riding in motor vehicle; standing, sitting, walking, bending, reaching, and stretching; lifting up to forty five (45) pounds unassisted and the ability to assist in lifting patients using appropriate lifting techniques and/or devices.