Chapters Health

Director, Patient Access (RN required)

US-FL-Hudson | US-FL-Hudson
Job ID
5415 HPH Patient Access
Full Time Regular


As a compassionate non-profit organization since 1983, Chapters Health System is committed to enhancing the lives of those affected by advancing age or illness. Through our comprehensive system of healthcare choices, we deliver expert care and heartfelt support to guide the community during the aging and end-of-life journey. From hospice and palliative care for adults and children suffering with life-limiting illnesses to in-home and community-based services for frail but independent seniors, Chapters Health offers a wide range of support services along life's ever-changing landscape. We'll help you navigate your individual experience – empowering you with more choices, education and guidance for these important chapters of life.


The role of the Director of Patient Access is to provide management direction and leadership for a dynamic department whose primary responsibility is to ensure the timely access to hospice care for patients and families. This responsibility includes the efficient intake and scheduling of referrals, as well as the evaluation and assessment of patients to determine eligibility for hospice admission. The Director is also responsible for establishing and maintaining strong relationships with care partners, ensuring that their needs and concerns are met and resolved. The Director oversees the performance of the department, as measured by established metrics and benchmarks. The role is a member of the leadership team, and as such, works collaboratively with the Regional Directors to ensure that strategic initiatives and business opportunities are met.


    • Bachelor’s degree (or Associate’s degree with 10 years of experience) in a health related field required; Master’s degree preferred
    • Five to seven (5-7) years of management experience; may be substituted with substantial experience in a related field
    • Three to five (3-5) years’ hospice or home health experience preferred

Must have valid driver's license and automobile insurance per Company Policy and Procedure.

  • Ability to travel to off-site locations*
  • Ability to manage physical demands and emotional stress of workload.


  • Satisfactorily complete competency requirements for this position.

Responsibilities of all employees: 

  • Represent the Company professionally at all times through care delivered and/or services provided to all clients.
  • Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse. 
  • Comply with Company policies, procedures and standard practices.
  • Observe the Company's health, safety and security practices.
  • Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
  • Use resources in a fiscally responsible manner.
  • Promote the Company through participation in community and professional organizations.
  • Participate proactively in improving performance at the organizational, departmental and individual levels.
  • Improve own professional knowledge and skill level.
  • Advance electronic media skills.
  • Support Company research and educational activities.
  • Share expertise with co-workers both formally and informally.
  • Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Leadership Success Factors:

  • Communication. Express thoughts and ideas clearly. Adapt communication style to fit audience.
  • Initiative. Originate action to achieve goals.
  • Management Identification. Identify with and accept the problems and responsibilities of management. 
  • Judgment. Make realistic decisions based on logical assumptions which reflect factual information and consideration of organizational resources.
  • Planning, Organizing and Controlling. Establish course of action for self and/or others to accomplish a specific goal; plan proper assignments of personnel and appropriate allocation of resources. Monitors results.
  • Leadership. Use appropriate interpersonal styles and methods in guiding others toward task accomplishment. 
  • Work Standards. Set high goals or standards of performance for self and others. Compel others to perform
  • Tolerance for Stress. Maintain stability of performance under pressure and/or opposition.
  • Innovativeness. Generates and/or recognizes imaginative, creative solutions in work related situations.
  • Delegation. Allocate decision making and other responsibilities effectively and appropriately.
  • Staff Development. Develop the skills & competencies of subordinates.
  • Organizational Sensitivity. Perceive the impact and the implications of decisions on other components of the organization. 
  • Ethics. Model highest standards of conduct and ethical behavior, adopting a strong position against fraud and abuse.
  • Regulatory Compliance: Educate and monitor staff regarding their own and the organization's responsibilities for regulatory compliance.

Primary Responsibilities:

  • Ensures a motivated and productive workforce of clinical and support staff to meet the needs of patients, families and care providers regarding hospice care and its services.
  • Determines overall staffing needs and regional positioning of staff based on geography, care partners, volumes and historical trends.
  • Responsible for establishing strong relationships with care partners and routinely meeting with these partners to assess service and opportunities to improve efficiency and effectiveness of staff assigned to the care partners.
  • Responsible for maintaining a high level of morale and teamwork between clinical and support staff, as well as between geographic teams in order to support a smooth functioning department.
  • Utilizes data to determine opportunities to improve access to care and to identify/mitigate any trends that may be creating barriers to care for potential patients. Ensures that referrals are scheduled timely (same day) and that evaluations and assessments are completed same day for the majority of referrals. Accountable for metrics and measurements including but not limited to:
  1. Meet or exceeding "access to care" organizational goals
  2. Improving Conversion rate (referrals/admissions)
  3. Reducing "NTUC" 
  4. Departmental turnover reduced
  5. Patient/family satisfaction overall care rates improved
  6. Hospice re-hospitalizations reduced
  • Responsible for meeting and/or exceeding department metrics or benchmarks established for budget, productivity, customer service/care partner satisfaction and employee engagement.
  • Ensures that all regulatory requirements, including corporate compliance policies, are adhered to and met according to the standards or specific requirements established by the regulatory agency. 
  • Works closely with the Associate Medical Director, Patient Access to ensure high level of accountability of clinical staff and to identify opportunities to improve performance of clinical staff through education, coaching or mentoring.
  • Collaborates with Regional Directors to minimize B patients from utilizing emergency room services instead of hospice services. For those B patients that are hospitalized, ensures collaboration between Patient Access staff and Home Team staff to plan for timely discharge in an appropriate hospice setting.
  • Identifies performance improvement opportunities through the use of customer satisfaction survey tools and implements new/revised procedures and strategies to enhance department performance and customer satisfaction.
  • Sets direction for the management team of Patient Access to create an atmosphere of excellence, teamwork and accountability.
  • Serves as a valued member of the organization's leadership team, and takes an active role in planning, decision-making and implementing strategies and tactics identified by the leadership team.


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