Triages after-hours calls; dispatches after-hours staff to make visits as appropriate; provides nursing visits when necessary. Provides oversight to all after-hours functions including patient/family visits and the entire referral and admission process, to ensure high quality, excellent customer service and appropriate regulatory compliance. Identifies barriers and ensures that HAH Service Standards are being met. Serves as the leader, supervisor, and coach for all after-hours staff. Provides training, education and direction to after-hours staff to enable delivery of high quality service. Coaches and mentors all of those working after-hours, regardless of position. Collaborates with the Customer Service Manager when appropriate. Provides statistical reporting of after-hours activities to leadership.
Current licensure as a Registered Nurse in the state of Michigan required. Bachelors degree preferred. Minimum 2 years experience in healthcare related field required. Minimum 2 years supervisory experience required. Hospice program experience preferred. Requires the ability to lift up to 50 pounds, stand, walk, push, stoop, kneel, crouch, crawl, reach, handle, feel, talk, hear and see. Position requires extensive periods of sitting, working at a computer, person-to-person contact and telephone contact. Extensive driving is required – valid driver’s license required.