The Hospice Clinical Support Team Lead is responsible for after hours, holiday, and weekend call coverage as well as providing oversight for the department schedule in assigned team.
Responsibilities:
Maintains appropriate staffing to meet business needs and ensure customer satisfaction.
Oversees and supports Clinical Support operations ensuring they are escalated and completed as outlined in the triage protocols and best practices.
Available to step into the role of a Clinical Support Specialist as needed in emergent situations.
Responsible to handle calls from patients and/or family members and respond appropriately including accurate assessment of concerns or complaints and ensuring focus on the delivery of high quality, patient-focused, compassionate care.
Responsible for timely and accurate documentation of calls received within the electronic medical records system including the processing of workflow associated with the clinical record.
Knowledge of end-of-life symptom management and pain control to effectively address the needs of patients in a crisis.
Knowledge of and adherence to basic triage protocols and best practices to guide and address the needs of patients in a crisis.
Responsible for coordinating with the agency on-call nurses to deliver high quality nursing care and schedule nursing assessments as required in a timely manner to meet the needs of the patients and families.
Will maintain education regarding all updates/processes in the electronic medical record, relative state and federal regulations, documentation processes and needs, etc. by attending mandatory educational offerings and in-services.
Exhibits exemplary communication skills when assessing or educating patients/caregivers, performing telephone triage, or collaborating with fellow healthcare professionals.
Facilitates orientation of new personnel as assigned.
Knowledge of and adherence to all policies, procedures and LHC Standards of Behavior.
Other duties as assigned.
Qualifications:
Education and Experience:
Must be a licensed Registered Nurse in good standing with no restrictions in all states of practice. Compact licensure preferred.
Must have two (2) years’ experience as a Registered Nurse with at least one year of direct patient care in a hospice, home health or oncology setting.
Previous leadership experience in Hospice of at least one (1) year preferred.
