Hospice Office Manager

**Job Summary**

We are seeking a dynamic and organized Hospice Office Manager to LEAD our administrative operations and manage the patient intake process with enthusiasm and precision. In this pivotal role, you will oversee day-to-day office functions, coordinate administrative workflows, and serve as the first point of contact for patients and families entering our care. Your energetic approach will foster a positive environment that supports compassionate patient care while maintaining efficient office management. The ideal candidate will bring a proactive attitude, exceptional organizational skills, and a passion for supporting hospice services through effective office leadership and seamless intake coordination.

The Hospice Operations & Care Coordination Manager is a hybrid leadership role responsible for the seamless integration of administrative operations, patient intake, and care coordination. This position serves as the central hub of the agency, overseeing the patient journey from referral to discharge, managing human resources functions, ensuring regulatory compliance, and supporting clinical staff. The ideal candidate is a proactive problem-solver who ensures that patient care is delivered efficiently while maintaining strict adherence to Medicare guidelines and agency policies.

I. Intake & Admissions Coordination

This role manages the front-end entry of all patients into the hospice program, ensuring a smooth transition from referral to admission.

• Referral Management: Screen all incoming referrals from hospitals, physicians, skilled nursing facilities, and family members for appropriateness and eligibility per hospice admission criteria.
• Admissions Processing: Intake all new referrals; collect demographic, insurance, and clinical information; and verify patient eligibility (Medicare, Medicaid, or commercial insurance).
• EMR Setup: Accurately input all patient data into the Electronic Medical Record (EMR) system, creating the patient chart, uploading orders.
• Authorization & Orders: Request authorizations from insurance companies; initiate referral and admission orders; send all orders and Plans of Care (POC) to the Medical Director and attending physicians for signature.
• Patient Packet Creation: Create new patient admission packets, ensuring all necessary consent forms, advance directives, and election statements are included and compliant.

II. Care Coordination & Case Management

This role acts as the liaison between patients, families, clinical staff, and physicians to ensure the Plan of Care is executed effectively.

• Staff Assignment: Assign clinical staff (RN, LVN, CNA, Chaplain, Social Worker, and Volunteer) to patients based on acuity, geography, and staff availability.
• Clinical Support: Serve as the main point of contact for clinical staff regarding scheduling, patient needs, and operational support. Provide field support as needed.
• Physician & Lab Liaison: Follow up on lab requests, medication refill requests, and medical equipment (DME) orders; communicate daily with physician offices to ensure timely processing of orders.
• Patient & Family Communication: Communicate weekly with patients and families to ensure care expectations are being met and to address any non-clinical concerns.
• Regulatory Tracking: Closely monitor and manage Recertification (Recert) and Resumption of Care (ROC) dates to ensure timely re-authorization of services per Medicare guidelines.
• Medication Management: Update medication profiles as needed; coordinate medication refills with pharmacies; assist patients in scheduling appointments with Primary Care Physicians (PCP) or specialists.

III. Human Resources & Staff Development

The Office Manager oversees the administrative lifecycle of employees, from hiring to ongoing training.

• Recruitment & Interviewing: Screen resumes, interview all potential candidates for employment, and coordinate the hiring process with the Administrator.
• Onboarding & Credentialing: Onboard all new hires; ensure all credentials (licenses, certifications, CPR, auto insurance, TB tests) are reviewed, current, and filed appropriately.
• Training: Train all new hires on the EMR system, proper note submission protocols, and agency policies regarding state and federal regulations.
• In-Services: Hold weekly in-services or staff meetings for clinical and administrative staff to ensure ongoing education and communication.

IV. Compliance, Auditing, & Quality Assurance

This role safeguards the agency against risk by ensuring documentation and operations meet regulatory standards.

• Chart Audits: Conduct regular chart audits to ensure accuracy, completeness, and compliance with Medicare Conditions of Participation (CoPs).
• Note Review: Review all clinical notes before locking/exporting to ensure they meet documentation standards and support the Plan of Care.
• Policy Enforcement: Ensure all Medicare guidelines, policies, and procedures are followed by all staff members.
• Referral Source Communication: Ensure all referral sources (hospitals, physicians, facilities) receive treatment notes and updates within 48 hours of the visit. Maintain weekly communication to foster strong relationships.

V. Administrative, Billing, & Payroll Management

This role manages the physical and financial operations of the office.

• Billing Support: Code all claims accurately to support the billing department; ensure all orders and 485s are signed prior to billing cycles.
• Payroll Processing: Collect, verify, and process all route sheets and mileage logs for clinical staff to submit for accurate payroll.
• Inventory & Supplies: Process all supply requests and shipment orders; maintain proper inventory of office supplies, medical supplies (PPE), and patient intake materials.
• Calendar Management: Update and maintain staff calendars, on-call schedules, and patient visit schedules.
• On-Call Support: Serve as part of the on-call rotation or as the primary after-hours contact for operational emergencies and staffing issues.

Qualifications & Skills

• Education: High School Diploma required; Associate’s or Bachelor’s Degree in Healthcare Administration, Business, or Nursing preferred.
• Experience:
• Minimum 2-3 years of experience in a hospice, home health, or healthcare office setting.
• Proven experience with Intake, Care Coordination, and EMR management.
• Experience with Medicare Hospice Conditions of Participation (CoPs) and billing regulations is highly preferred.
• Technical Skills: Proficiency in EMR software (e.g., Kinnser, Axxess, HCHB), Microsoft Office Suite, and Google Workspace.
• Soft Skills:
• Multitasking: Ability to handle a high volume of referrals, phone calls, and staff inquiries simultaneously without losing attention to detail.
• Leadership: Ability to train, guide, and hold staff accountable.
• Communication: Excellent written and verbal communication skills for dealing with physicians, board members, and grieving families.
• Problem-Solving: Ability to provide field support and resolve scheduling crises quickly.

Key Performance Indicators (KPIs)

• Intake Turnaround Time: Referral to admission (bedside) within 24-48 hours.
• Documentation Compliance: 100% of clinical notes reviewed and locked within 24 hours of visit; 100% of treatment notes sent to referral sources within 48 hours.
• Credentialing: 100% of staff credentials current and filed prior to start date.
• Authorization Accuracy: Zero lapses in patient eligibility or missed recertification dates.
• Staff Retention: Effective onboarding leading to reduced turnover in the first 90 days.

Working Conditions & Physical Requirements

• Primarily office environment with extended periods of sitting, standing, and computer work.
• High-stress periods requiring management of urgent scheduling changes or after-hours calls.
• Ability to travel locally to provide field support or visit referral sources as needed.

Pay: $22.00 - $25.00 per hour

Work Location: In person