Patient Support Center & Telehealth Clinical Manager

You can make a difference every day as part of Angela Hospice’s exceptional team. Angela Hospice was founded over 38 years ago, rooted on values of respect, dignity, and compassion – and that caring vision extends not only to the patients and families we care for, but to our team members, colleagues, and the community.

We’re looking for a Patient Support Center & Telehealth Clinical Manager who shares this vision.

Your Opportunities

• Supervises the day-to-day operation of Patient Support Team and the Telehealth program
• Provides leadership, knowledge, and training in triage, phone communication, Telehealth communication and technical skills to the Patient Support Center team
• Provides leadership and knowledge of clinical skills necessary for the support of the clinical staff
• Prepares and maintains schedules to provide adequate staffing for the appropriate functioning of the operations of the department
• Assists in the interviewing process of new employees and makes recommendations for employment of individuals
• Assists in the orientation of new employees by providing education and support of the Patient Support team functions and the Telehealth program
• Conducts initial, annual and on-going performance evaluations of staff and participates in performance improvement discussions as necessary
• Provides support on-site and in the field to clinicians during operating hours as appropriate
• Reviews and resolves concerns from staff, patients/families, and referral sources as they arise, escalating to supervisors as necessary
• Upholds organizational standards for established confidential communication channels to communicate pertinent information
• Collaborates with and supports Clinical Managers, Informatics, IT, and software/telehealth providers to provide seamless communication to patients, caregivers, and the clinical team
• Works with Infection Control, Quality Outcomes and Human Resources to review, evaluate and follow-up on all reported patient and employee incidents (via incident reports)
• Assists clinicians by reviewing patient information related to their case to determine hospice/home care needs by establishing immediate and long-term therapeutic goals, setting priorities, and developing the plan of care
• Tracks, trends, reports out and maintains data to support continued use of Telehealth services in triaging patient/family needs
• Conducts regular record reviews and communicates findings and recommendations to appropriate personnel
• Assists with bi-weekly interdisciplinary team meetings, as needed
• Pursues on-going continuous professional development and education in health care, administrative and management areas
• Serves as a liaison between staff, patient and physician as needed
• Assists in maintaining a safe, neat and clean environment, reporting any suspected deficiency
• Assures the comfort, privacy and dignity of each patient by interacting with patients/families and team members in a manner of warmth that promotes a caring environment
• Promptly reports to the Director of Home Care Clinical Services, any incident or evidence of abuse or violation of patient/family rights

What You Bring

• Bachelor’s degree in a healthcare related field required, BSN degree preferred
• Hospice experience in an inpatient or home care setting preferred
• 2 years management or supervisory experience
• Excellent organization and time management skills
• Proficient computer knowledge and skill
• Excellent observation, verbal and written communication skills, problem solving skills, basic math skills; nursing skills per competency checklist
• Auditory and visual skills
• Proficient interpersonal relations and communicative skills
• Knowledge of Federal/State, NHPCO, and CHAP regulations and guidelines
• Comprehension of hospice philosophy and issues of death/dying
• Knowledge of principals of pain/symptom management
• Must be a licensed driver with an automobile that is insured in accordance with state and/or organization requirements