Directs, coordinates, facilitates and supports the members of the Referral Center and Admissions Team to facilitate hospice care to patient/families of VNSNY Hospice and Palliative Care (HPC) Program. Demonstrates knowledge and commitment to excellence in hospice organization, operational oversight and customer service. Works under general direction.
- Oversees Referral Center and admissions team to ensure day-to day operations run efficiently and performance metrics (case load/productivity) are met.
- Monitors admit trends to goal, conversion rate, length of intake (LOI), and non-admit qualifiers. Identifies issues based on trend; advises leadership and provides recommendations to address issues.
- Ensures regulatory compliance with Hospice consents and CTIs.
- Ensures the use of an interdisciplinary approach to assess the medical, physical, social, emotional and spiritual needs of the patient. Collaborates with patient care teams in the coordination of Hospice Care Services for complex patients.
- Collaborates with Access management to identify, develop and implement strategies for improving responsiveness to customers and the effectiveness of the Referral Center & Admissions in coordination with VNSNY goals and objectives.
- Collaborates with Advanced Illness Team and other internal channels to ensure prompt response and access to admissions.
- Implements and manages workflow procedures and systems for an efficient and timely operation that is responsive to customers (patients, discharge planners, VNSNY employees, physicians, families etc) and operational needs. Troubleshoots difficult customer service issues, facilitates problem resolution and directs staff in addressing and resolving other day-to-day operational issues.
- Provides support to clinical/operational leadership related to the Referral Center & Admissions intake processes.
- Collaborates with Quality Improvement/Education in the development and implementation of quality improvement and educational activities to ensure professional practice standards are consistently met for each member of the interdisciplinary team. Works with administration to design, implement, evaluate and modify quality initiatives and educational plans to ensure prompt access to VNSNY.
- Assists administration with full regulatory compliance with Hospice Conditions of Participation and standards through review, monitoring and audit (ad hoc / regular) of files, processes and procedures. Interprets results of Referral Center & Admissions quality assurance reviews.
- Initiates, coordinates, and participates in the analysis of regulatory and fiscal practices. Assists administration, finance, and clinical departments in achieving Hospice Care goals, objectives, and fiscal targets by providing support with compliance and/or innovation to achieve improvement. Provides insights into day to day operations and management of the referral/admissions department.
- Interacts with patients/family members and referral sources to further assess and meet identified needs.
- Establishes and promotes ongoing collaborative communication system and works with institutional/medical personnel (i.e., physicians, discharge planners, social workers, registered nurses, utilization review staff, dietitians, etc.,) to establish a safe and timely coordinated admission to hospice care.
- Assists Hospice leadership in the development of short- and long- range strategies for program.
- Performs all duties inherent in a senior managerial role. Approves staff training, hiring, promotions, terminations and salary actions. Prepares and ensures adherence to the department budget.
- Participates in special projects and performs other duties as assigned. CA2020
Education: Bachelor's Degree in Health Policy and Administration, or related field required. Experience: Minimum six years of experience in the healthcare industry, including two years in a hospice program required. Minimum of two years of progressive supervisory/management experience required. Demonstrated knowledge of Hospice state and federal regulations required. Effective oral, written and interpersonal communication skills required. Knowledge of personal computer operations, including MS Office and Visio applications preferred. HCHB experience preferred. Call Center experience preferred.
The Visiting Nurse Service of New York (VNSNY) is the nation's largest not-for-profit home- and community-based health care organization, serving the five boroughs of New York City, and Nassau, Suffolk, and Westchester Countries. For over 125 years, VNSNY has been committed to improving the health and well-being of people through high-quality, cost effective healthcare in the home and community. We offer a wide range of services, programs, and health plans to meet the diverse needs of our patients, members, and clients from before birth to the end of life. Each day, more than 13,000 VNSNY employees - including nurses, rehabilitation therapists, social workers, other allied professionals, and paraprofessionals - deliver compassionate care, unparalleled medical expertise, and 24/7 solutions and resources to more than 44,000 patients and members, helping them to live the best lives possible in their homes and communities.