Position ensures that Hospice at Home offers customer and patient focused care that exceeds expectations, at all times after normal work hours including weekends. May triage calls or may supervise and assist with triage of calls, depending on volume. Works on site and provides supervision for the After Hours Triage and After Hours Visit Nurses. Provides supervision for those working in the Customer Service Center. Assists with triaging and arranging admissions, particularly in times of peak volume, to assure the most effective and efficient use of available resources. Serves as the back-up for patient nursing visits when necessary or may assist with registration or admission visits in times of peak volume. Provides oversight to all after-hours functions including patient/family visits and the entire referral and admission process, to ensure high quality, excellent customer service and appropriate regulatory compliance. Povides training, education and direction to after-hours staff to enable delivery of high quality service. Coaches and mentors all of those working after-hours, regardless of position. Collaborates with the Customer Service Manager when appropriate.
Current licensure as a Registered Nurse in the state of Michigan required. Bachelors degree preferred. Minimum 2 years experience in healthcare related field required. Minimum 2 years supervisory experience required. Hospice program experience preferred. Requires the ability to lift up to 50 pounds, stand, walk, push, stoop, kneel, crouch, crawl, reach, handle, feel, talk, hear and see. Position requires extensive periods of sitting, working at a computer, person-to-person contact and telephone contact. Extensive driving is required – valid driver’s license required.