Clinical Manager, Access & Rapid Response

Want to join our team? We are currently looking for an RN Clinical Manager to work with our centralized access services teams to provide support to Intake, Admissions and Rapid Response Teams.

Position Summary:

The Manager provides clinical, strategic, and operational leadership and support for centralized access services, at times including Admissions and Rapid Response. The Manager supports the teams that coordinate referral intake and schedule admissions and liaison visits, standardizes access workflows across service lines, and provides cross-team leadership coverage to ensure continuity of care.

Managers in this role are assigned an area of primary responsibility (ARCC, Admissions, or Rapid Response) and are accountable for the daily operations, staffing, and performance of that team. Managers are cross-trained across all three areas; when serving in a cross-trained or coverage capacity, the Manager is expected to oversee operations for all teams.

Essential Duties & Responsibilities:

Team Leadership & Staff Management

• Serves as a clinical and customer service role model, applying sound clinical judgment to promote timely response to patient/family needs.
• Hires, trains, coaches, evaluates, and mentors staff, including time sheet and leave approval and development plans.
• Partners with the Director, HR, and Education on staffing, discipline, and competency; ensures adherence to hospice philosophy, policies, and regulations.

Area Assignment & Cross-Trained Leadership

• Is assigned an area of primary responsibility (ARCC, Admissions, or Rapid Response) and is accountable for the staffing, scheduling, productivity, quality, and day-to-day operations of that team.
• Maintains competency across ARCC, Admissions, and Rapid Response, and when serving in a cross-trained role, oversees operations for all three teams, including during manager absences, weekend leadership rotation, AOC coverage, and periods of high demand.
• Ensures consistent workflows and timely, well-coordinated handoffs between teams so referrals move from intake through admission and urgent response without delay.
• Partners with fellow Managers and the Director to align assignments, coverage plans, and workload across teams; areas of primary responsibility may be adjusted based on organizational need.

Access Workflow Design & Policy

• Designs, standardizes, and improves workflows and policies across service lines; establishes staffing models, 7 day/week coverage, and territory alignment to meet demand.

Referral, Admissions & Rapid Response Operations

• Supports the oversight of referral processing for all business lines, scheduling of admissions and liaison visits, and urgent patient care needs.
• Provides cross-team coverage and coordinates with the Triage team for efficient, compliant admissions and rapid response to urgent patient needs.
• Manages Admissions team operations, including admission scheduling, visit assignment and staffing, and timely, compliant completion of admissions.
• Manages Rapid Response team operations, including staffing to demand, response times, productivity, and coordination of urgent patient and family needs.
• Manages ARCC operations, including referral intake, Care Access Coordinator workload, and referral follow-up.
• Supports oversight of Care Access Coordinators in obtaining patient information and chart review; helps respond to referral calls when appropriate.
• Supports verification of diagnosis, orders, certification, and insurance with DME companies, physicians, and facilities; follows up on Certification of Terminal Illness.
• Manages engagement with CareXM platform, including periodic monitoring of usage by after-hours staff, daily reporting to teams, support of AVA platform, and evaluation of continued expansion of platform to support Triage and Intake needs
• In conjunction with Director, reviews open, unassigned, or NTUC referrals and referral patterns;
• Conducts supervisory and patient visits as appropriate.

Quality, Growth & Administration

• Evaluates quality through audits, patient feedback, and metrics; drives continuous improvement.
• Collaborates with Business Development, hospital liaisons, nursing, and HOC departments to strengthen referrals.
• Participates in budget planning, payroll, scheduling, weekend leadership rotation, and AOC coverage.

Qualifications

Skills & Qualifications:

Licensure, Education & Experience

• Current Maryland RN license; graduate of an accredited nursing program required, BSN required.
• Five (5) years of nursing experience (medical/surgical, home care, or hospice; hospice preferred) and three (3) years of supervisory experience.

Skills & Abilities

• Proficiency in Microsoft Word and Outlook; knowledge of Netsmart or another EMR helpful.
• Knowledge of hospice philosophy, palliative care, regulations, Medicare, Medicaid, and community resources.
• Excellent customer service and communication skills; confidentiality; sound judgment under pressure.
• Strong organizational and critical thinking skills; team player with a flexible schedule as needed.
• Ability to be cross-trained and lead effectively across ARCC, Admissions, and Rapid Response workflows; flexibility to accept a primary area assignment that may change as needs evolve.

Licensure, Screening & Physical Demands

• Valid driver’s license with a good driving record.
• Compliant with health screening and vaccination requirements, including TB and annual Influenza.
• For RN applicants: must be able to lift or move patients safely and lift 50 lbs.

What we offer:

• A rewarding and fulfilling career with a company that values your contributions
• Competitive salary and generous paid time off, including 18 vacation days, 10 sick days, and 8 paid holidays in your first year of employment with HOC.
• Educational assistance to pursue professional development, additional certifications and degree programs
• Comprehensive health, dental, and vision coverage, company-paid Short Term Disability and Life Insurance, and available accident and critical illness coverage.

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