Director of Patient Care Services, Hospice

Job Description

Job Description

h/care was born in 2018 with a serendipitous meeting between two visionary healthcare entrepreneurs as they waited for their elevator in Birmingham, Alabama. United by a shared passion for transforming post-acute care, they spent thousands of hours visiting agencies, listening to caregivers, and gathering feedback from residents and their families. This journey culminated in the founding of h/care in 2023—a company built on a foundation of high touch, high tech, and unwavering trust, dedicated to delivering exceptional care and experiences for both our internal and external customers.

The Community You Will Join

At h/care, we are passionate about transforming the way home-based healthcare is delivered. As part of our Cleveland hospice agency, you will be joining a team that is deeply rooted in the local community, committed to providing exceptional care, and dedicated to building meaningful relationships. Our local h/care team thrives on collaboration, innovation, and compassion, ensuring every patient receives care that is high-touch, high-tech, and built on trust. We foster a welcoming and supportive environment where every team member’s contribution is valued. You’ll be part of a mission-driven organization that prioritizes both the success of our team and the well-being of our patients, making a lasting impact in the lives of those we serve.

h/care’s Unique Approach to Care

At h/care, we're revolutionizing healthcare delivery for patients and families of all ages. Frustrated with unpredictable and impersonal care experiences? We've got the solution. Our team of healthcare experts and entrepreneurial leaders has developed the PerfectVisit™ - a standardized approach ensuring high-quality, consistent care every time. By combining compassion with cutting-edge technology, we deliver transformative home-based services, from health visits to hospice care. We implement the Entrepreneurial Operating System (“EOS”) to streamline decision-making, cutting through bureaucracy and eliminating unnecessary red tape. With h/care, you're not just receiving a service; you're experiencing care built on community, dignity, and trust. Available 24/7, we ensure you're never alone in your healthcare journey.

The Impact You Will Have

As the Director of Patient Care Services, you are fully accountable for the success of the Hospice Department. This includes responsibility for patient outcomes, team performance, financial results, growth, compliance, and day-to-day operations.

You will function as the senior leader and decision-maker for your department, setting direction, managing resources, developing talent, and ensuring the department operates efficiently, ethically, and profitably—while delivering compassionate, high-quality hospice care.

This role requires balancing clinical leadership with operational discipline, financial stewardship, and people management. You are expected to proactively identify problems, implement solutions, and drive continuous improvement across every aspect of the department. This role is not intended to function as a primary bedside clinician; it is a leadership, management, and accountability role responsible for building and sustaining a high-performing hospice department.

Key Responsibilities

Visionary Leadership & Strategic Direction

• Hospice Market Growth: Develop and execute strategies to expand h/care's hospice services, focusing on identifying referral sources like palliative care providers, long-term care facilities, and oncologists. Build partnerships with hospitals, physicians, and community organizations to increase patient admissions and enhance awareness of hospice benefits.
• Referral-Driven Sales Strategy: Design and implement initiatives tailored to hospice care, setting and achieving goals for patient census growth. Leverage relationships with referral partners to provide compassionate, seamless transitions to hospice care.
• Hospice-Centric Marketing: Lead the development of marketing initiatives emphasizing the emotional and supportive aspects of hospice services. Collaborate with marketing teams to create materials that educate families and patients on the benefits of hospice care.

Clinical Leadership & Oversight

• Patient Care Excellence: Ensure the delivery of compassionate, high-quality hospice services with care plans focused on symptom management, pain relief, and emotional support for patients and families.
• Interdisciplinary Team Leadership: Support and oversee clinical staff, including nurses, social workers, chaplains, and volunteers, fostering a collaborative environment that aligns with the hospice philosophy of care.
• Hospice-Specific Policy Development: Create and enforce policies that address regulatory and clinical needs unique to hospice care, ensuring compliance with Medicare Conditions of Participation and other relevant standards.

Operational Excellence

• Quality Improvement in Hospice: Monitor patient and family satisfaction, implementing initiatives to ensure continuous improvement in symptom control, emotional support, and family engagement.
• Resource Allocation for Hospice Teams: Manage staffing schedules and resources to support efficient delivery of hospice services, prioritizing availability for urgent patient needs.
• Regulatory Excellence: Ensure compliance with all hospice-specific regulations, including preparation for CMS and state audits and ongoing quality assurance measures.

Strategic Planning & Development

• Hospice Program Innovation: Develop and expand hospice programs to address gaps in care, such as specialized services for underserved populations or advanced symptom management initiatives.
• Outcome-Oriented Metrics: Monitor hospice performance indicators such as timely admissions, symptom management effectiveness, and family satisfaction to guide improvements.
• Financial & Operational Ownership
• Own and manage the Hospice Department budget, with accountability for achieving revenue, margin, and cost targets
• Analyze financial and operational data to identify trends, risks, and opportunities
• Make staffing, scheduling, and resource decisions aligned with financial performance goals
• Partner with executive leadership, but retain primary ownership of departmental results

Patient & Family Advocacy

• Clear Communication: Serve as the primary liaison between patients, families, and the healthcare team, ensuring understanding of hospice care plans and addressing concerns with empathy.
• Education on Hospice Services: Provide patients and families with resources and education about the hospice philosophy, available services, and care plan development.
• Culturally Competent Care: Adapt services to respect the cultural, spiritual, and linguistic needs of diverse patients and their families.

Professional Development & Training

• Hospice Training Programs: Design and implement ongoing training to enhance staff knowledge in areas like pain management, end-of-life care, and family counseling.
• Mentorship in Hospice Leadership: Support emerging leaders within the interdisciplinary team, fostering a culture of learning and professional growth in hospice care.
• Performance Monitoring: Conduct regular evaluations of clinical staff, providing constructive feedback and development plans tailored to the hospice environment.

Department Ownership & Accountability

• Full ownership of the Hospice Department’s P&L, including revenue performance, labor management, expense control, and margin targets
• Accountability for staffing strategy, retention, productivity, performance management, and succession planning
• Responsibility for census growth, referral development, and operational scalability
• Ownership of departmental KPIs, dashboards, and performance reporting
• Authority and expectation to make decisions that drive sustainable departmental success

A Typical Day

• Clinical Oversight: Review patient care plans, staff schedules, and updates to address priorities. Focus on ensuring symptom management, pain control, and emotional support while maintaining 100% compliance with hospice care protocols. Address escalated patient or family concerns promptly.
• Interdisciplinary Team Coordination: Facilitate regular meetings with the hospice team, including nurses, social workers, chaplains, and volunteers, to align on goals, share updates, and discuss patient needs holistically. Provide guidance and resources to support effective and compassionate care.
• Patient and Family Support: Oversee the implementation of individualized care plans that prioritize patient comfort and dignity. Ensure families are educated, supported, and kept informed, aiming for satisfaction scores above 95%.
• Regulatory and Compliance Management: Monitor clinical documentation and care delivery to ensure compliance with CMS hospice regulations, state requirements, and agency policies. Address any gaps proactively and prepare for audits.
• Staff Development and Support: Mentor and support hospice staff by providing constructive feedback and fostering a culture of professional growth. Address the emotional demands of hospice care by promoting resources and practices that sustain staff resilience and morale.
• Operational Excellence: Collaborate with intake and scheduling teams to ensure the efficient admission of new patients and optimized schedules. Maintain a visit completion rate of 95% or higher while addressing urgent needs effectively.
• Quality Improvement Initiatives: Analyze hospice-specific performance metrics, including symptom control success rates and family feedback, to identify areas for improvement. Develop and implement actionable plans to enhance care delivery and patient outcomes.
• Community and Referral Engagement: Build and maintain relationships with physicians, hospitals, and referral sources. Provide updates on patient progress and address concerns to strengthen partnerships and increase referrals. Represent h/care at community events to expand awareness of hospice services.
• Documentation and Review: Ensure that all patient records and team communications are thorough, accurate, and up to date. Maintain a continuous focus on improving processes and outcomes in hospice care.

Your Expertise

• Education: Bachelor’s degree in Nursing, Healthcare Administration, or a related field is required; a Master’s degree is preferred.
• Experience: At least 5 years of clinical nursing experience, with 2+ years in a leadership role within hospice care, preferable.
• Clinical Leadership: Proven ability to oversee clinical operations, ensuring the delivery of high-quality patient care while maintaining compliance with healthcare regulations.
• Hospice Knowledge: Deep understanding of hospice industry standards, patient needs, and regulatory requirements, including Medicare and Medicaid guidelines.
• Communication Skills: Exceptional ability to collaborate with staff, patients, families, and referral sources, fostering positive relationships and clear communication.
• Strategic Thinking: Expertise in improving clinical workflows, optimizing staff schedules, and implementing strategies that enhance patient outcomes and team efficiency.
• Team Development: Skilled in mentoring, training, and retaining clinical staff, creating a collaborative and supportive work environment.
• Tech-Savvy: Proficient in using electronic health records (EHR) systems, such as WellSky, and other technology platforms to track performance and streamline care delivery.
• Compliance and Quality: Strong knowledge of state and federal compliance standards, with a track record of successful audits and quality improvement initiatives.
• Data-Driven Decision-Making: Experienced in analyzing clinical data and performance metrics to make informed decisions and improve care delivery.

Your Work Environment

• Location: Based at our Cleveland office, collaborating with the interdisciplinary hospice team and supporting the delivery of high-quality patient care services.
• Pace: A dynamic, patient-centered environment that requires strong organizational skills, clinical expertise, and the ability to manage multiple priorities while ensuring compliance with hospice regulations and standards.
• Challenges: Balancing administrative responsibilities with clinical oversight, addressing patient care needs promptly, and maintaining staff engagement and alignment with the organization's mission and goals.

How Success Will Be Measured

• Clinical Excellence: Achieve a 95% or higher compliance rate with care plans, improve patient outcomes, and ensure adherence to all regulatory standards.
• Operational Efficiency: Streamline processes to optimize care delivery, achieve a visit completion rate above 90%, and reduce scheduling conflicts.
• Patient and Family Satisfaction: Maintain patient satisfaction scores above 90% by ensuring timely communication, compassionate care, and proactive support.
• Team Leadership: Retain 90% of clinical staff annually through strong leadership, professional development opportunities, and a supportive work culture.
• Collaboration and Care Coordination: Ensure 100% of patient referrals are processed within 24 hours, fostering seamless transitions and effective communication between departments.
• Community Trust and Engagement: Strengthen referral relationships to increase patient admissions by 15% annually while enhancing h/care’s reputation as a trusted community provider.
• Data-Driven Improvement: Use analytics to track performance, identify areas for growth, and implement action plans that lead to measurable improvements in operations and patient care.