Job DetailsLevelManagementJob LocationAdministration - OAKDALE, MNPosition TypeFull TimeEducation Level4 Year DegreeJob ShiftDayDescriptionResponsible for overseeing aspects of centralized operations including central intake, patient experience, process improvement and cost savings projects, bereavement care services, support services, and volunteer services. Will also provide ongoing training and support in various capacities to sales and administrative staff. Essential Job Functions/ResponsibilitiesOversee central operations department that includes but is not limited to central intake, central operations/medical records, patient experience, bereavement services, support services, patient supplies/services, volunteer services and communications/marketingAssist with and lead special projects as necessary to increase efficiency, effectiveness, productivity and overall success of the organization.Provide support and leadership to intake department through training as well as implementation of enhanced customer service procedures to improve the overall intake process.Work with Director of Intake to develop internal sales training for intake coordinators to increase referral to admission time as well as overall satisfaction from referral sources and families.Actively work on action items for process improvement in intake through data trends, compliance audits and branch feedback/collaboration.Collaborates with sales, marketing and clinical to provide consistency of messaging with the rollout of new and existing programs.Provides leadership and support in strategic planning including identifying opportunities for additional or improved services to address customer needs and concerns.Maintain comprehensive working knowledge of markets including government agencies, major payer groups, key referral sources, and competitor's market positioning.Maintain comprehensive working knowledge in the field of hospice business development and shares information with appropriate organization personnel.Conduct orientation/new hire training for care transition coordinators, intake coordinators and clinical leadership.Oversee central operations department including medical records and central operations Conducts ongoing audits of the accounts receivable reduction department to ensure reduction goals are being met.Work with manager of central operations to ensure medical record retention and destruction policies are being met.Provide support to branch office Health Information Managers through avenues including training, auditing and other support services.Oversee Patient Supplies/Services, while assisting with cost control efforts, efficiency and training and education.Oversee support services department which includes: patient experience, bereavement services, volunteer services and support servicesProactively work to collaborate with branches on patient experience feedback to ensure areas of focus are addressed as well as positive feedback is shared with clinical team.Look for areas to enhance patient experience through pilot programs and possible implementation organization wide.Work with manager of bereavement, bereavement team, social workers and chaplains to ensure branches are meeting COP requirements for bereavement.Work with manager of bereavement to develop regional/focused grief programs.Assist manager of bereavement services with implementation of bereavement care programming.Develop support services for field disciplines including chaplain, social worker and other therapies.Provide overall customer service support and training organization wide.Track call data volume and trends to determine appropriate timing of incoming callsThe above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.QualificationsBachelor's degree in Business Administration, Healthcare Administration, or related field. Master's degree preferred.At least five (5) year's experience in health care operations and/or business development, preferably in hospice care operations.Demonstrated ability to supervise and direct professional and administrative personnel.Knowledge of corporate business management.Demonstrates good communications skills.Demonstrates autonomy, organization, assertiveness, flexibility and cooperation in performing job responsibilities.