Director of Clinical Operations (DON) - Hospice

Description

Job Summary:

The Director of Clinical Operations is a key executive leadership position responsible for overseeing and managing all clinical services within the hospice organization. This role provides strategic direction and operational oversight to ensure the highest standards of patient care, compliance, and team collaboration. Reporting directly to the CEO, the Director will oversee Admissions and Intake, Adult Hospice, Inpatient Unit (IPU), Pediatrics, and Bereavement services. This position ensures alignment with the organization’s mission, vision, and values while fostering a culture of excellence, compassion, and continuous improvement.

Accountability:

Reports to the Chief Executive Officer

Direct reports to this position:

Admissions/Intake Manager

Clinical Coordinators/Supervisors

Inpatient Unit (IPU) Manager

Director of Pediatrics and Specialized Services

Bereavement Coordinator

FLSA Status: Exempt

Requirements

Essential Duties and Responsibilities:

Strategic and Operational Leadership

• Provide strategic direction for all clinical services, ensuring alignment with organizational goals and compliance with state, federal, and accrediting body regulations
• Oversee the daily operations of Admissions and Intake, Adult Hospice, Inpatient Unit, Pediatrics, and Bereavement services to ensure seamless and efficient care delivery
• Collaborate with the CEO and leadership team to develop and execute strategic initiatives that enhance patient care and operational excellence
• Develop and implement clinical policies, procedures, and workflows to ensure consistency, quality, and efficiency across all services
• Other duties as assigned

Team Management and Development

• Directly manage the following positions: Admissions/Intake Manager, Clinical Supervisors, IPU Manager, Director of Pediatrics & Special Services, and Bereavement Coordinator
• Foster a culture of collaboration, accountability, and professional growth across all clinical teams
• Provide mentorship, guidance, and performance evaluations to direct reports, ensuring they are equipped to lead their respective teams effectively
• Collaborate with Human Resources to recruit, onboard, and retain top clinical talent
• Other duties as assigned

Quality and Compliance

• Ensure all clinical services meet or exceed regulatory, accreditation, and quality standards, including Medicare Conditions of Participation (CoPs)
• Partner with the Director of Performance Excellence to monitor and address quality metrics, such as CAHPS scores and Hospice Item Set (HIS) data
• Oversee implementation of corrective action plans as needed to address quality, compliance, or operational challenges
• Other duties as assigned

Patient and Family Care

• Promote a patient- and family-centered approach to care, ensuring the organization meets the unique needs of each individual served
• Oversee the Bereavement program, ensuring families receive comprehensive emotional and spiritual support throughout their hospice journey and beyond
• Champion initiatives to improve the patient and family experience, including timely admissions, effective symptom management, and compassionate communication
• Other duties as assigned

Collaboration and Communication

• Act as a liaison between clinical operations and executive leadership, ensuring alignment and open communication regarding organizational priorities
• Collaborate with community partners, referral sources, and stakeholders to enhance the organization’s reputation and service reach
• Represent the organization in professional forums, conferences, and community events to advance the mission and vision of the organization
• Other duties as assigned

Financial and Resource Management

• Develop and manage budgets for all clinical departments, ensuring responsible use of resources while maintaining high-quality care
• Analyze operational and financial data to identify trends, address inefficiencies, and implement cost-effective solutions
• Work closely with the CEO and finance team to plan and allocate resources for clinical program development and expansion
• Other duties as assigned

General

1. Ensure organizational compliance with legal, regulatory and accreditation requirements
2. Adherent to patient rights, abuse reporting and confidentiality policies 
3. Foster and maintain an effective working relationship between peers, professional staff, and other personnel
4. Participate in Performance Improvement activities
5. Demonstrate ability to problem-solve and make decisions
6. Demonstrate effective time management skills by coordinating activities to achieve maximum productivity and efficiency
7. Stay current with all mandatory agencies and regulatory requirements
8. Adhere to company dress code, attendance, and code of conduct as outlined in the Employee Handbook
9. Assure that all business conduct is above the minimum standards required by law and will not condone any activities that achieve results through violation of the law, unethical business, or patient care practices.
10. Lead staff meetings and/or in-service training as needed
11. Assist in creating and implementing policy/procedures
12. Ensure that all accrediting, state, and federal regulatory standards are met
13. Develop an effective plan of correction in response to surveys as needed
14. Manage confidential information
15. Manage and resolve conflicts and complaints
16. Communicate effectively with the Board by providing accurate and timely information
17. Other duties as assigned

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Physical/Safety Requirements & Work Environment:

1. Participate appropriately in emergency procedures (including disaster drills) by following the designated plan of action in the event of an emergency
2. Operate equipment in a safe manner and shares responsibility for communicating safety violations or unsafe practices to management (equipment used is general office equipment including phone, copy machine, fax machine, etc.)
3. Category 2 for potential exposure to blood/body fluids. (Does not usually require the performance of procedures or other tasks in the work routine that involve exposure to blood, body fluids or tissues, but Category 2 tasks may require the unexpected performance of these procedures)
4. While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles, work-related stress, and driving hazards
5. Utilize appropriate PPE as needed
6. Must have the strength and endurance required for sitting for lengthy periods of time, standing, walking, bending, and pushing on a consistent basis 
7. Must be able to lift 10-50 lbs. occasionally
8. Must be able to move intermittently throughout the workday
9. Use appropriate body mechanics as needed 
10. The individual may be required to drive to meetings with clients, health care professionals and patients’ homes
11. The noise level in the work environment is usually minimal

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

In compliance with the Americans with Disabilities Act of 1990, the employer will provide reasonable accommodations to meet the work environmental and physical demands listed above.

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Qualifications and Experience

1. Must currently possess a bachelor’s degree in nursing (BSN); master’s degree in healthcare administration, nursing, or business administration preferred
2. Must be licensed as a Registered Nurse by the State Board of Nursing in the State of Nevada, or eligibility for licensure is required
3. Minimum of 7-10 years of clinical leadership experience in hospice or a related healthcare setting 
4. Proven history of managing multi-disciplinary teams and overseeing diverse clinical operations
5. Hospice IPU experience is a plus

Skills and Abilities

• Exceptional leadership and team management skills, with the ability to inspire and mentor staff
• Strong understanding of hospice regulations, including Medicare Conditions of Participation (CoPs) and CHAP standards, the Medicare Hospice benefit, state Medicaid hospice programs, private insurance hospice programs, levels of care
• Excellent communication and interpersonal skills to effectively engage with internal teams and external stakeholders
• Proficiency in using electronic medical records (EMR) systems and other clinical management tools
• Strong analytical and critical thinking skills to address operational challenges and drive improvement initiatives
• Understanding of OSHA, MSDS, food safety a plus
• Primarily office-based with periodic travel for training, audits, and quality improvement initiatives
• Must be available for occasional evening and weekend work to support organizational needs or respond to emergencies
• Successful completion of a background check pursuant to NRS 449.188 and NRS 179A.100 along with a pre-employment drug screen and physical, TB testing, previous employment and reference checking, and an MVR (may include verification of education) 
• Must read, speak, write, and understand the English language
• Must be able to manage frequent interruptions, problem solve and have excellent follow through skills
• Must be able to cope with emotionally charged situations encompassing patients, families, and other caregivers
• Must have reliable transportation, a valid driver’s license, and current auto insurance

Certifications

• Certification in Hospice and Palliative Nursing (CHPN) or other relevant certifications preferred
• Compliance certification/training through Weatherbee, or ability to obtain within one year

Performance Metrics

• Achieving targeted quality and compliance benchmarks, including HIS and CAHPS scores
• Completion of regulatory audits with no deficiencies
• Timely and accurate completion of education program participation and compliance tracking
• Maintenance of accurate and compliant medical records
• Effective infection control program implementation and monitoring