Responsibilities:

Clinical Leadership

• Provide after-hours clinical oversight and support to on-call nursing staff.
• Serve as the primary escalation resource for complex patient care situations.
• Assist with symptom management, end-of-life care interventions, and clinical decision-making.
• Support adherence to hospice philosophy and patient-centered care.
• Collaborate with physicians, nurse practitioners, pharmacies, and interdisciplinary team members as needed.

Operational Management

• Manage after-hours staffing and triage coverage.
• Coordinate urgent visits and resource allocation.
• Facilitate communication between field staff and leadership
• Ensure continuity of care during evenings, weekends, and holidays.
• Address operational issues affecting patient care delivery.

Triage Operations Oversight

• Monitor after-hours triage performance to ensure timely response to patient, family, facility, and referral source calls.
• Oversee call management workflows and patient prioritization processes.
• Ensure appropriate utilization of telephone triage, telehealth resources, and urgent visit deployment.
• Identify trends impacting response times, patient satisfaction, or service delivery and implement corrective actions.
• Collaborate with clinical leadership to develop and maintain after-hours triage protocols and best practices.

Performance Improvement and Reporting

• Develop and maintain operational dashboards for after-hours performance metrics.
• Analyze trends related to call volume, response times, visit utilization, documentation compliance, and patient outcomes.
• Prepare routine reports for clinical and operational leadership.
• Lead initiatives to improve efficiency, reduce response delays, enhance patient experience, and strengthen regulatory compliance.
• Participate in Quality Assurance Performance Improvement (QAPI) activities related to after-hours services.

Quality and Compliance

• Ensure compliance with CMS Conditions of Participation and state hospice regulations.
• Review and address patient safety concerns and clinical incidents.
• Monitor adherence to documentation and visit standards.
• Participate in quality improvement and performance improvement initiatives.
• Escalate reportable events according to organizational policy.

Staff Support and Supervision

• Provide coaching and clinical guidance to after-hours staff.
• Assist with conflict resolution and customer service concerns.
• Support staff performance and accountability.
• Promote employee engagement and retention.

Customer Service

• Respond to escalated patient, family, and referral source concerns.
• Ensure timely resolution of complaints and service issues.
• Foster positive relationships with patients, families, and community partners.

Emergency Preparedness

• Participate in agency emergency preparedness plans.
• Coordinate response activities during disasters, severe weather, or other emergencies.
• Ensure uninterrupted patient care services during emergency situations.

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At Mission Healthcare, we believe in fostering an inclusive workplace where diversity is valued and every employee feels respected, accepted, and empowered. We are committed to building a diverse team and creating an environment that promotes equity and belonging.

Equal Opportunity & Veteran‑Friendly Employer:
We are proud to be an equal‑opportunity employer committed to building inclusive, compassionate healthcare teams. We do not discriminate based on race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business need.

Veterans and military spouses are encouraged to apply. As a veteran‑friendly employer and proud participant in the We Honor Veterans Association, we recognize and value the leadership, teamwork, adaptability, and service‑driven experience military‑connected individuals bring to patient‑centered care and healthcare environments.

We strive to make our hiring process accessible to all. If you require accommodations at any stage of the employment process due to a disability, please do not hesitate to let us know how we can best meet your needs.

We continually work to enhance our practices by actively combating discrimination and advancing fairness and inclusivity. We encourage applicants from historically underrepresented groups to apply and join us in our mission to diversify our team and foster an environment where diverse perspectives are embraced, and every employee is given the opportunity to thrive.

Mission Healthcare values your voice. We believe in maintaining a dialogue about diversity and inclusion within our teams and welcome your perspectives and innovative ideas. Together, we aim to build a workplace that reflects the communities we serve and a culture where everyone belongs.

Communication Consent:
By submitting an application, you acknowledge and consent to receive communications—including emails, phone calls, and text messages—from Mission Healthcare and its recruiters regarding your application and potential employment opportunities. You may opt out of text messages at any time by responding with "STOP".

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