Clinical Team Leader, Patient Access (Friday-Monday)

March 12, 2019


Chapters Health System
Temple Terrace, FL, United States


The Clinical Team Leader, Patient Access is responsible for the daily clinical coordination of patients to address the palliative, spiritual, psychosocial, volunteer and emergent care needs of the patient and family.


Current Florida license as RN, or current licensure from another state plus a temporary Florida permit
Valid driver's license and automobile insurance per Company policy

Reliable transportation to meet schedule
Certification from HPNA obtained within two (2) years of taking the position

Minimum of three (3) years' nursing experience with, at least, one (1) year acute and medical surgery nursing
minimum of 5 years’ hospice experience may be substituted for acute/medical surgery requirement

Two (2) years of supervisory experience preferred

Excellent critical decision making and problem solving skills

Ability to effectively communicate

Flexible schedule to meet the needs of hospice patients

Ability to physically access any care setting (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:

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.

Job Responsibilities:

Clinical Oversight

Acts as the primary clinical resource for clinical and office staff; i.e. Associate Patient Access.

Recommends alternate approaches to patient care as indicated.

Participates in complex patient care conferences (ie) ventilator and bi-pap withdrawals and pediatric referrals.

Provides coverage/assistance to Patient Access staff when needed and as patient acuity dictates to ensure patient and family needs are met in a timely fashion.

Collaborates on behalf of the Patient Access staff as needed with the other departments or companies, e.g., medical staff to ensure continuity of care.

Assists with reviewing patient care documentation and providing on-site clinical visits to identify strengths and areas for development for the Patient Access staff.

Follows physicians' and ARNPs' orders to ensure expeditious plan of care is established.

Provides written/verbal input for performance evaluations delivered by Manager, Patient Access.

Participates in department on-call.

Ensures point of service documentation is completed and e-signed within 2 hours of visit end time.

Performs Patient Access visits, as needed, and completes/submits proper paperwork timely.

Oversees duties performed by other Patient Access; RNs and Social Service Specialists.

Accepts responsibility and accountability for all actions (nursing and otherwise); demonstrates an understanding of the legal consequences of nursing actions; requests supervision, when needed; performs within the guidelines established by the Florida Nurse Practice Act.

Assesses patient/family and identifies immediate needs, makes appropriate referrals, and initiates a plan of care that accurately reflects the patient's immediate needs.

Educates patient, family, caregivers and other health professionals about disease process and decline, palliative interventions, care giving, dying process and safety practices.

Executes assigned component of the organizational disaster plan.

Collaborates with Manager, Patient Access to identify staff needs.

Strives to create a team approach with staff retention and positive morale.

Staff Development

Orients and mentors new Patient Access staff to ensure clinical staff can effectively evaluate and admit patients in various health care settings.
Participates in meetings, as assigned.

Provides education in collaboration with the education department; to staff regarding hospice services, overcoming objections to hospice care, pain and symptom management, and the dying process and safety practices.

Works in collaboration with the Compliance Department to provide staff education regarding compliance requirement and regulations.

Educates staff on appropriate bereavement interventions for the family/caregiver, in conjunction with psychosocial staff.

Demonstrates a working knowledge of the Medicare Conditions of Participation and the State Regulations for Hospice care.

Educates Patient Access staff on financial payment structures and the necessary paperwork to be completed during the Patient Access process.

Assists with daily utilization of staff resource to meet needs of patients/families.


Demonstrates knowledge of hospice reimbursement and requirements to be completed during the Patient Access process and educates staff accordingly.

Employs palliative and home care management modalities in care of the patient during the referral and admission process

Demonstrates knowledge of the different levels of hospice care and works with clinical staff for appropriate utilization of the hospice houses and continuous care as part of the Patient Access process.


Ensures timely attention to customer concerns and complaints; provides outstanding customer care to patients, families as well as each other.

Communicates accurately and completely to physicians, ARNPs, staff members, patients, families and other supervisors/managers using a positive approach.

Demonstrates respect and understanding for all clinical disciplines required for quality, safe patient care and mentors staff in this process.

Communicates the importance of documenting assessments, appropriateness for hospice care, different levels of hospice care, use of professional terminology, legibility, timeliness, legal and regulatory requirements.

Models the importance of Point of Service Documentation, and monitors Patient Access staff for compliance.

Participates on committees and projects, as assigned.
Participates in activities and professional development that enhance hospice nursing skills.

Participates in the broad education process of the Company, both to the medical and lay communities.

Professional Development

Exemplifies behaviors supportive of mission statement, core purpose, and core values.

Pursues own professional growth through attendance of required in-services and other educational offerings.

Quality and Safety

Participates in QAPI activities as determined by Director and/or Manager, Patient Access.

Participates on task forces or work groups to improve processes and function of Patient Access, as well as how Patient Access interfaces with other departments/teams or companies.

Educates clinical staff on safety issues as part of the Patient Access process, e.g., fall's prevention.


Performs other duties as assigned.


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