Bereavement Coordinator & Volunteer Liaison (Full Time)

North Country Healthcare • Littleton, NH

1d • Hybrid

About The Position

North Country Healthcare (NCH) is a non-profit affiliation of four medical facilities dedicated to the health and well-being of the communities they serve in the White Mountains Region of New Hampshire. This role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance. The Hospice Bereavement Coordinator & Volunteer Liaison is responsible for the development, coordination, implementation, and evaluation of the hospice bereavement and volunteer programs. This position ensures compliance with Medicare Conditions of Participation related to bereavement services and volunteer utilization while supporting patients, families, caregivers, and community members throughout the hospice journey and bereavement period. The role works collaboratively with the interdisciplinary team to provide emotional support, grief resources, volunteer services, and community education that enhance the quality of hospice care, in close collaboration with the Social Worker (MSW), Interdisciplinary Team members, and agency leadership. Services are provided under the clinical supervision of the Social Worker (MSW) or other qualified professionals as designated by the Hospice Program Manager.

Requirements

• A Bachelor's degree in Business Administration, Healthcare Management, Social Work, Psychology, Counseling, Human Services, or a related field is required, or in lieu of formal education, an additional 8 years of experience in the field is acceptable.
• Valid Driver's license and reliable personal transportation required.
• Proficiency with Microsoft Office suite required.
• Demonstrated ability to maintain professional composure and appropriate personal boundaries when working with bereaved individuals and families.

Nice To Haves

• Certified in Thanatology (CT) through the Association for Death Education and Counseling (ADEC) -- preferred if held at hire; encouraged as a professional development target within 2 to 3 years if not yet held.
• Certified Grief Support Practitioner (GSP-C) through the American Academy of Grief Counseling preferred.
• Familiarity with electronic health record (EMR) documentation preferred.
• Minimum one year of experience in hospice, palliative care, bereavement support, or a closely related field preferred.
• Direct experience working with bereaved individuals or grief support programs preferred.
• Experience recruiting, coordinating, or supervising volunteers in a healthcare or nonprofit setting preferred.

Responsibilities

• Coordinate and oversee the hospice bereavement program in accordance with Medicare Conditions of Participation.
• Provide pre-bereavement support and bereavement assessment during the active hospice episode, in coordination with the IDT and prior to the patient's death.
• Ensure bereavement assessments are completed and individualized bereavement plans are developed.
• Maintain ongoing contact with bereaved family members and caregivers for up to 13 months following a patient's death.
• Maintain accurate and timely documentation of all bereavement contacts, risk assessments, and plan of care entries in the agency EMR.
• Facilitate grief support groups and educational offerings as appropriate.
• Provide grief resources and referrals to community support services.
• Support implementation and ongoing use of post-death bereavement tracking, including logging outreach contacts at each touchpoint within the 13-month follow-up window.
• Generate reports and summary data on bereavement program activity to support quality monitoring and QAPI review; serve as primary data steward for bereavement follow-up completion rates.
• Identify individuals at elevated risk for complicated grief and coordinate appropriate interventions.
• Participate in Interdisciplinary Team (IDT) meetings as appropriate.
• Track and report bereavement program outcomes and quality indicators.
• Lead recruiting, interviewing, onboarding, training, and retention of hospice volunteers.
• Ensure volunteer services meet Medicare volunteer requirements.
• Match volunteers with patients, families, caregivers, and agency needs.
• Coordinate volunteer assignments and schedules.
• Provide ongoing supervision, education, and support to volunteers.
• Support volunteer recognition and appreciation activities in accordance with NCH Volunteer Program Director.
• Promote volunteer opportunities within the community.
• Monitor volunteer hours against the CMS-required minimum of 5% of total patient care hours; track and report utilization data monthly; develop and implement strategies to maintain compliance with this requirement.
• Maintain documentation required to calculate and report volunteer cost savings in compliance with 42 CFR §418.78(d), including position identification, hours worked, and estimated dollar value of volunteer contributions.
• Develop and define specific volunteer roles, including bereavement-adjacent tasks such as well-check calls, condolence card mailings, and anniversary outreach contacts, in coordination with the Social Worker (MSW).
• Collaborate with the interdisciplinary team regarding volunteer involvement in patient care.
• Participate in Quality Assessment and Performance Improvement (QAPI) activities.
• Assist with survey readiness and regulatory compliance initiatives.
• Maintain accurate documentation and records related to bereavement and volunteer services.
• Ensure compliance with HIPAA, agency policies, and regulatory requirements.
• Provide monthly bereavement and volunteer utilization data to the Quality Manager for QAPI dashboard reporting.
• Ensure all bereavement and volunteer records are documented in the agency EMR in accordance with agency policy; participate in EMR transition planning as it relates to bereavement tracking and volunteer documentation requirements.
• Assist with community outreach and education initiatives.
• Participate in agency events and memorial programs.
• Support special projects as assigned.
• Support staff education related to bereavement program fundamentals and volunteer role integration, as directed by the Hospice Program Manager.
• Performs additional duties as assigned.

Benefits

• Equal employment opportunities to all applicants and employees.
• Does not exclude people or treat them differently because of race, color, national origin, age, disability or any other protected class.
• Employment decisions are made based on job-related qualifications, skills, and business needs, and without unlawful discrimination in accordance with applicable federal, state, and local laws.
• Provides reasonable accommodation to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, as required by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level