Hospice After Hours Clinical Operations Director (RN)

Mission Healthcare•San Diego, CA

1d•Hybrid

About The Position

Mission Healthcare, a large home health and hospice company, is seeking a Hospice After Hours Clinical Operations Director (RN). This role provides clinical leadership and operational oversight during non-business hours, including evenings, weekends, holidays, and emergency situations. The position supports on-call staff, ensures quality patient care, manages after-hours clinical operations, facilitates timely response to urgent patient needs, and promotes compliance with hospice regulations, policies, and standards of practice. Mission Healthcare emphasizes its core values of Compassion, Accountability, Respect, Excellence, and Service (CARES) and offers a collaborative culture with opportunities for career growth. The company provides competitive benefit packages designed to support employee well-being.

Requirements

Graduate of an accredited nursing program.
Current, unrestricted Registered Nurse (RN) license.
Minimum of 5 years of hospice, home health, palliative care, or related clinical experience.
Minimum of 2 years of leadership or supervisory experience.
Strong knowledge of hospice regulations, standards, and best practices.
Valid driver’s license and reliable transportation.

Nice To Haves

BSN preferred; MSN desirable.
Certified Hospice and Palliative Nurse (CHPN) preferred.
Multi-site hospice operations experience.
Experience managing after-hours or on-call clinical operations.

Responsibilities

Provide after-hours clinical oversight and support to on-call nursing staff.
Serve as the primary escalation resource for complex patient care situations.
Assist with symptom management, end-of-life care interventions, and clinical decision-making.
Support adherence to hospice philosophy and patient-centered care.
Collaborate with physicians, nurse practitioners, pharmacies, and interdisciplinary team members as needed.
Manage after-hours staffing and triage coverage.
Coordinate urgent visits and resource allocation.
Facilitate communication between field staff and leadership.
Ensure continuity of care during evenings, weekends, and holidays.
Address operational issues affecting patient care delivery.
Monitor after-hours triage performance to ensure timely response to patient, family, facility, and referral source calls.
Oversee call management workflows and patient prioritization processes.
Ensure appropriate utilization of telephone triage, telehealth resources, and urgent visit deployment.
Identify trends impacting response times, patient satisfaction, or service delivery and implement corrective actions.
Collaborate with clinical leadership to develop and maintain after-hours triage protocols and best practices.
Develop and maintain operational dashboards for after-hours performance metrics.
Analyze trends related to call volume, response times, visit utilization, documentation compliance, and patient outcomes.
Prepare routine reports for clinical and operational leadership.
Lead initiatives to improve efficiency, reduce response delays, enhance patient experience, and strengthen regulatory compliance.
Participate in Quality Assurance Performance Improvement (QAPI) activities related to after-hours services.
Ensure compliance with CMS Conditions of Participation and state hospice regulations.
Review and address patient safety concerns and clinical incidents.
Monitor adherence to documentation and visit standards.
Participate in quality improvement and performance improvement initiatives.
Escalate reportable events according to organizational policy.
Provide coaching and clinical guidance to after-hours staff.
Assist with conflict resolution and customer service concerns.
Support staff performance and accountability.
Promote employee engagement and retention.
Respond to escalated patient, family, and referral source concerns.
Ensure timely resolution of complaints and service issues.
Foster positive relationships with patients, families, and community partners.
Participate in agency emergency preparedness plans.
Coordinate response activities during disasters, severe weather, or other emergencies.
Ensure uninterrupted patient care services during emergency situations.