The Clinical Manager (CM) is responsible for direct oversight of all aspects of patient care provided by the staff members of the designated Interdisciplinary Group (IDG), including case management, fiscal accountability, risk, compliance, and personnel management. S/he is responsible for monitoring the budget and making adjustments as necessary to control expenditures while maintaining quality patient care.
Nursing Home Team CMs: Responsible for communication with facility administrators/directors of nursing where the team's hospice patients reside.
- Current Florida license as RN, or current licensure from another state plus a temporary Florida permit.
- Bachelors degree or higher in health related field preferred.
- Certification from HPNA obtained within two (2) years of taking the position
- Three years supervisory and/or management experience preferred.
- Previous oncology, hospice or home health experience preferred.
- Previous experience in providing geriatric care preferred for nursing home CMs.
- Budgeting/financial experience.
- 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.
- 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: (Managers)
- 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.
- Act as a clinical resource for IDG.
- Oversee ongoing assessments of physical, psychological, social and spiritual needs of the patient, family and patient caregiver and facilitate appropriate intervention or referral in collaboration with IDG.
- Recommend palliative and home care management modalities in care of the patient prior to hospitalization.
- Facilitate/participate in complex patient care conferences as necessary to facilitate meeting expected outcomes established in the plan of care.
- Take verbal orders from physicians, ARNPs and physician's assistants.
- Assist team, staff members to accurately determine patients' clinical needs, along with the appropriate level of care.
- Consult, refer, and collaborate with other professionals to promote quality and continuity of patient/family care.
- Provide information regarding available community resources and other referral sources when hospice care may not be appropriate.
- Schedule/provide coverage/assistance to team members as needed and as acuity dictates to ensure continuity of care to all patients on the team.
- Ensure the responsibility for providing 24 hour, 7 days/week patient care and participate as needed.
- Implement systems and processes to evaluate actual care delivered to patients compared to needs documented on the plan of care.
- Facilitate seamless coordination of patients' care between all parties, internal and external.
- Provide education to IDG members, e.g. system control, case management, financial resources.
- Monitor and provide feedback and direction on care plan documentation to staff members.
- Administer 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.
- Participate in Clinical-on-Call.
- Accept responsibility and is accountable for nursing actions: demonstrate an understanding of the legal consequences of nursing actions; request supervision when needed; perform within the guidelines established by the Florida Nurse Practice Act.
- Demonstrate knowledge of payment structures and paperwork necessary to change financial classes.
- Demonstrate knowledge of the various types of regulated home care settings and promote hospice's role in professional management in these settings with clinical staff.
- Provide input into budget and operating plans, including staffing positions and patterns.
- Monitor and control team's financial performance, e.g., staff utilization and productivity, payroll, patient pay classes, status changes and patient care expenses related to hospitalizations, medications, supplies.
- Ensure staff compliance in accurate reporting of time and mileage expenditures.
- Provide regular reports on productivity and other performance measures.
- Ensure effective and timely IDG and staff meetings.
- Inform staff members about clinical and company business matters.
- Ensure staff is knowledgeable about and perform according to all company policies and procedures, professional, regulatory and accrediting standards.
- Assist team members in difficult, sensitive or high-risk work-related interpersonal situations.
- Implement assigned component of the organizational disaster plan.
- Collaborate with other teams and departments, i.e., Pharmacy, Infusion Program, DME, HospiceHelp24, Continuous Care Program, Hospice Houses and Admissions, to ensure all patient care needs are met.
- Ensure all required processes are completed in a timely manner to support regulatory compliance, e.g., recertification updates, care plans, physician orders.
- Document as necessary on appropriate Company forms with accuracy, timeliness, legibility, professional terminology and awareness of legal and regulatory implications.
- Ensure adequate orientation for new employees.
- Interview, select and hire new personnel.
- Carry out other supervisory and administrative responsibilities including conflict resolution, coaching and counseling, performance evaluations, timely document submission, etc.
- Perform on-site performance assessments of staff on all shifts as needed.
- Coordinate completion of employee training requirements (Due/past due training).
- Present concise and pertinent oral and written reports to IDG; respect and encourage input from all disciplines.
- Communicate accurately and completely to physicians, staff members, patients, families, and supervisors; utilize positive approaches when working with others.
- Communicate new/revised policies and procedures and departmental updates to staff.
- Determine agenda and conduct staff meetings with input from clinical leadership.
- Establish a consistent system for communication of agency/department updates to staff.
- Ensure that an effective communication system is in place for staff to receive current patient/family
- Provide timely and consistent feedback to referral sources, physicians, and patient/families.
- Ensure 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)
- Identify QAPI opportunities in patient care and other areas of responsibility, including risk trends/patterns.
- Participate in QAPI projects and activities.
- Ensure that the processes for identifying and mitigating sentinel events are clearly communicated to and utilized by staff members.
- Pursue own professional growth through attendance at required in-services and other educational offerings.
- Establish professional goals for self and continually evaluate self in the attainment of these goals.
- Mentor and provide for management and leadership development of IDG staff members.
- Provide for team and individual staff development opportunities.
- Promote staff participation in professional organizations.
- Model an interdisciplinary and collaborative approach to working with others.
- Develop and maintain relationships and memberships in healthcare and other work-related organizations.
- Develop own professional and leadership abilities and knowledge.
- Participate in organizational task forces, teams and committees.
Customer Service and Marketing
- Ensure timely attention to and effective solutions for customer concerns and complaints.
- Provide outstanding customer service to the company's customers, both internal and external.
- Recommend plans to improve customer satisfaction.
- Assist in collecting feedback from referral sources.
- Assist in carrying out admissions and marketing plans in service area(s).
- Duties as assigned by the Regional Director/Director of Clinical Services*.
Additional Nursing Home Team CM Responsibilities:
- Professional management of the nursing home patient.
- Coordination of care with nursing home.
- Development of joint hospice/nursing home plan of care.
- Proper knowledge and reporting of abuse and neglect in nursing home setting.
- Orientation and training to nursing home staff.
- Knowledge of regulations that govern nursing home facilities and mentor staff on adherence to these regulations.
- Ensure nursing home is provided with appropriate documents (i.e., election statement, certifications).
- Meet with administrative team of assigned facilities on a regularly scheduled basis.
- Facilitate communication between IDG members and nursing home administrative staff.
- Communicate temporary and long term staffing changes with the Administrator or Director of Nursing of the facility where change