Director of Care Coordination Center

Ohio s Hospice Inc•Dayton, OH

8d•Onsite

About The Position

As the Director of the Care Coordination Center (CCC), you will provide strategic leadership and operational oversight for the daily functions of Ohio's Hospice Care Coordination Center. In this role, you'll lead a team dedicated to delivering exceptional customer service, coordinating patient care, optimizing workflows, and supporting clinical teams across the organization. Your leadership will help ensure patients and families receive timely, compassionate care while fostering a culture of collaboration, accountability, and continuous improvement.

Requirements

Bachelor's degree required
Minimum five years of healthcare leadership experience.
Strong leadership, communication, coaching, and conflict resolution skills.
Experience utilizing electronic medical records (EMR), workforce management systems, scheduling platforms, and contact center software.
Valid driver's license and proof of state minimum automobile insurance.
Ability to pass a criminal background check and 10-panel drug screening.

Nice To Haves

Master's degree preferred.
Registered Nurse (RN) preferred but not required.
Minimum three years of experience managing leaders or supervisors preferred.
Experience in hospice, palliative care, home health, call center operations, scheduling, care coordination, or related healthcare operations preferred.
Demonstrated experience with workforce management, operational analytics, process improvement, and performance management.

Responsibilities

Provide leadership and oversight of daily Care Coordination Center operations, including triage, scheduling, dispatch, care team navigation, customer service, and workflow coordination.
Ensure operational processes support timely patient care, exceptional customer service, and efficient utilization of resources.
Lead, mentor, and develop Team Leaders while fostering a culture of accountability, collaboration, and service excellence.
Monitor key operational metrics including service levels, response times, productivity, staffing effectiveness, and customer satisfaction.
Drive quality improvement initiatives through data analysis, performance monitoring, education, and coaching.
Collaborate with clinical and operational leaders to improve patient access, care coordination, continuity of care, and organizational performance.
Ensure compliance with federal, state, accreditation, and organizational standards while supporting survey readiness and regulatory preparedness.
Support organizational growth by evaluating new technologies, improving workflows, and advancing strategic initiatives.