Chapters Health

RN Manager, Patient Access (BSN required)

US-FL-Tampa | US-FL-Tampa
Job ID
5415 LPH Patient Access
Full Time Regular



The Patient Access Manager is responsible for overseeing the admission of patients to Hospice program of care. Assists community liaison nurse with assessment and planning. Oversees the coordination of referral and admission information with referring and/or attending physician and their staff. Following admission, ensures that the patient, physician and vendor information is distributed to provide a smooth transition of new patients to the primary care team.


  • Current Florida license as RN, or current licensure from another state plus a temporary Florida permit
  • Bachelor's degree in health related field with strong clinical skills; Master's level preferred
  • Three (3) or more years of management experience; may be substituted with substantial experience in a related field
  • Previous oncology, hospital, hospice or home health experience preferred
  • Budgeting/financial experience
  • Available after hours for consultation
  • Valid driver's license and automobile insurance in the State of Florida
  • Demonstrated skills and ability in: fiscal accountability, communication, interpersonal relations, problem solving, individual team motivation, planning and organizing, conflict resolution and other leadership qualities
  • Ability to use equipment with visual and auditory mechanisms
  • Ability to effectively communicate in English
  • Ability to physically access any home (i.e. navigate stairs and narrow spaces, tolerate heat and lack of air conditioning) in any area Company serves
  • Ability to manage the emotional stress of working with and caring for terminally ill patients and their families
  • Ability to perform the essential functions and physical requirements (including, but not limited to: lifting patients and/or equipment, bending, pushing/pulling, kneeling) of the job with or without reasonable accommodation
  • Competencies:


    • 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, factual information and in 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. Monitor results.
        • Leadership. Use appropriate interpersonal styles and methods in guiding others.
        • 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.Job Responsibilities:
        • Primar 
        • Supervises the daily operations of the Patient Access including the admission team and Patient Access Associates.
        • Works closely with the Patient Access Associates to coordinate times of initial visit and clinical visits.
        • Assists admission nurses with determining Hospice diagnosis and eligibility.
        • Takes the lead on discussing potential difficult admissions with the Hospice team physician.
        • Reviews admission assessments for Quality indicators.
        • Informs the nurse team supervisor of unusual or potentially problematic patient/family issues.
        • Evaluates admission nurses for clinical, computer and regulatory skills annually.
        • Supports and implements new processes for the Patient Access team.
        • Educates the Patient Access team on new Company policies, regulations, and policies.
        • Schedules Patient Access staff to provide department coverage and ensures sufficient staffing during peak hours for admissions.Clinical

Acts as a clinical resource for supervisors and clinical staff.

  • Participates in patient care conferences as necessary to facilitate admission and development of the plan of care.
  • Recommends palliative and home care management modalities in care of the patient during the referral and admission process.
  • Takes and follows verbal orders from physicians, ARNPs and physician's assistants.
  • Assists team and staff members to accurately determine patients' clinical needs, along with the appropriate level of care.
  • Consults, refers, and collaborates with other professionals to promote quality and continuity of patient/family care.
  • Provides information regarding available community resources and other referral sources when hospice care may not be appropriate.
  • Schedules/provides coverage/assistance to supervisors and team members as needed and as acuity dictates to ensure continuity of care to all patients on the team.
  • Implements systems and processes to evaluate actual care delivered to patients compared to needs documented on the plan of care.
  • Maintains and evaluates hospice presentations to patient/families to ensure an informed consent has been obtained appropriately.
  • Ensures the responsibility for providing 24 hour, 7 days/week patient care and participates as needed.
  • Oversees ongoing assessments of physical, psychological, social, volunteer, and spiritual needs of the patient, family, inpatient caregiver and facilitates appropriate intervention or referral in collaboration with IDG.
  • Facilitates seamless coordination of patients' care between all parties, internal and external.
  • Provides education to supervisors and IDG members, e.g. system control, financial resources.
  • Monitors and provides feedback and direction on care plan documentation to staff members.
  • Administers direct nursing care to select patients, as deemed appropriate, to maintain own clinical competence and/or to assess particular patient requirement and to provide modeling to staff.
  • Accepts responsibility and is accountable for nursing actions: demonstrates an understanding of the legal consequences of nursing actions; requests supervision when needed; performs within the guidelines established by the Florida Nurse Practice Act.



  • Oversees the appropriate financial classification of patients (i.e., related/unrelated hospitalization).

 Demonstrates knowledge of payment structures and paperwork necessary to change financial classes.

    • Participates in budgetary planning, preparation and control for Patient Access department with the Patient Access Director.
    • Collaborates with Clinical Administrator on clinical questions related to patient access patients.
    • Ensures staff compliance in accurate reporting of time and mileage expenditures.
    • Provides regular reports on productivity and other performance measures.
    • Ensures staff meets productivity standards to achieve referral, admission, and established conversion rate goals.
  • Develops customer service and admission conversion goals, constructs strategies and plans, directs implementation, and monitors and evaluates results, as identified and coordinated with the Patient Access Director.
  • Ensures Patient Access RNs meet productivity standards.

 Informs staff members about clinical and Company business matters.

  • Ensures staff is knowledgeable about and performs according to all Company policies and procedures, professional, regulatory and accrediting standards.
  • Assists supervisors and team members in difficult, sensitive or high-risk work-related interpersonal situations.
  • Implements assigned component of the organizational disaster plan.
  • Collaborates with other departments (i.e., team Pharmacy, Infusion Program, DME, HospiceHelp24, Continuous Care Program, and Hospice Care Centers) to ensure all patient care needs are met.
  • Ensures all required processes are completed in a timely manner to support regulatory compliance, e.g., prognostic indicators, care plans, physician orders.Administrative

Documents, as necessary, on appropriate Company forms with accuracy, timeliness, legibility, professional terminology, and awareness of legal and regulatory implications.

  • Supervises the Patient Access Nurses, Patient Access Associates, and Social Services staff to ensure the intake admission process is implemented to ensure all patients are admitted in a timely fashion according to policy and standards.
  • Ensures adequate orientation for new employees.
  • Interviews new personnel.
  • Carries out other management and administrative responsibilities including conflict resolution, coaching and counseling, performance evaluations, timely document submission, etc. with support of Supervisors.
  • Performs on-site performance assessments of staff on all shifts as needed.
  • Coordinates completion of employee training requirements (due/past due training).
  • Performs other duties as assigned.Communication
  • Presents concise and pertinent oral and written reports to clinical leadership.
  • Communicates accurately and completely to physicians, staff members, patients, families, and supervisors; utilizes positive approaches when working with others.
  • Communicates new/revised policies and procedures and departmental updates to staff.
  • Determines agenda and conducts staff meetings with input from clinical leadership.
  • Establishes a consistent system for communication of agency/department updates to staff.
  • Ensures that an effective communication system is in place for staff to receive current patient/family information.
  • Provides timely and consistent feedback to referral sources, physicians, and patient/families.
  • Ensures effective, cooperative, courteous and clear communication with team members, outside agencies, other departments, peers and management in order to meet patient care needs.Quality Assessment Performance Improvement (QAPI)


  • Identifies QAPI opportunities in patient care and other areas of responsibility, including risk trends/patterns.
  • Participates in QAPI projects and activities.
  • Ensures that the processes for identifying and mitigating sentinel events are clearly communicated to and utilized by staff members.



  • Pursues own professional growth through attendance at required in-services and other educational offerings.
  • Establishes professional goals for self and continually evaluates self in the attainment of these goals.
  • Mentors and provides for management and leadership development of staff members.
  • Provides for team and individual staff development opportunities.
  • Promotes staff participation in professional organizations.
  • Models an interdisciplinary and collaborative approach to working with others.
  • Develops and maintains relationships and memberships in healthcare and other work-related organizations.
  • Develops own professional and leadership abilities and knowledge.
  • Participates in organizational task forces, teams and committees.Customer Service and Marketing


  • Ensures timely attention to and effective solutions for customer concerns and complaints.
  • Provides outstanding customer service to the Company's customers, both internal and external.
  • Recommends plans to improve customer satisfaction.
  • Assists in collecting feedback from referral sources.
  • Assists in carrying out admissions and marketing plans in service area(s).
  • Works closely with Professional Relations Department in the development, implementation and evaluation of the marketing plan.Other


  • Performs other duties as assigned.




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