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Director of Care Coordination Center 


 Job Summary/Purpose:

Directs and manages the activities/operations of patient/family accessibility through the Hospice of Dayton Call Center; accessibility to coverage outside routine hours through “On-Call” functions; and accessibility to Crisis Care coverage according to Hospice of Dayton standards.  Preserve and foster quality customer service that achieves comfortable and peaceful death for our patients; focusing attention on meeting or exceeding established response time standards; and aligns a ratio of resources to results in accordance with the annually approved budget.



Position Requirements

Key Job Responsibilities, Outcomes and Standards: 

Resource Center

  1. Manage Call Center so staffing is consistent with volume of calls received to ensure quality customer service.
  2. Monitor telephone etiquette of Patient Services Coordinators to ensure quality management of incoming calls.
  3. Manages and audits Patient Services Coordinators coding accuracy to ensure accurate billing and staff payment.


  1. Monitors that Patient/families receive rapid response when request for follow-up to ensure the patient’s psychological, social, and physical needs are met.
  2. Track and trend the percentage of visits in relationship to the patient census to ensure that visits are being made when needed; compare results to build baseline figures.
  3. Monitor and analyze the results of Random review of 10 charts per month auditing “On-Call” service consistency to ensure quality patient care with a standard compliance of 90%.

Crisis Care

  1. Crisis Care responds to requests by the beginning of the next shift to meet the emergent medical care needs of patients within their home setting with a goal to achieve palliation or management of acute medical symptoms.
  2. Collateral documentation is submitted to Accounts Receivable by the morning of the 4th business day of every month to ensure generally acceptable accounting principles.
  3.  Monitor and analyze the results of random review of 10 charts per month auditing Crisis Care service consistency to ensure quality patient care and safety to a standard of 90%.
  4. Monitor and analyze the results of Quarterly trunk checks are conducted according to ensure safe patient care.

Regulatory Compliance is met

  1. Follows all applicable federal and state regulations, including HIPAA, and compliance and employment regulations to be compliant.
  2. Annual education completed by deadline to ensure staff has the information and tools to complete their job satisfactorily and meet regulatory compliance.
  3. TB test is obtained annually as required to meet regulatory compliance.

            Other duties as assigned.

            Leadership Standards (This section will be added to employees at a Manger level and above responsibilities)

  1. Training and Employee Health Requirements Met by Staff –The following educational and employee health standards are met on time to a standard of 95% to ensure staff has the information and tools to complete their job satisfactorily and meet regulatory compliance:  Orientation checklists for new staff; annual evaluations for assigned staff; annual employee health requirements for staff; and any other training or health requirements that are assigned.
  2. Leadership – Champions the organization’s mission and vision.  Always addresses observed gaps in employee performance.  Guides employees and inspires productive achievement.  Serve as a role model. 
  3. Planning and Organizing – Develops annual plans (steps) necessary to accomplish long and short term goals for their department.  Sets achievable milestones to measure progress of plans.
  4. Decisiveness – After investigating all viable options, along with the potential consequences of each, makes timely decisions.  Can direct a group through this process and does not hesitate to make difficult decisions.  Can make urgent decisions when necessary, can slow down if time allows.
  5. Performance Appraisals - Ensures that staff performance appraisals are fair, objective and timely.  When rating performance, considers each employee’s role and experience along with any circumstances that affected performance.   Understands the standards required by those being evaluated and can describe gaps in performance in a clear and effective manner.  Ensures that feedback is ongoing and that appraisal documentation is submitted on time. 
  6. Concern for Employee Engagement – Clearly demonstrates a desire for a high level of employee engagement.  Communicates regularly with existing employees and makes it clear that employees can initiate conversations about concerns or issues.  Accurately facilitates employee engagement planning and ongoing dialogue with staff. 
  7. Organizational Turnover Goal - Strives through best management practice to keep within organizational turnover goal so that quality of patient care is maintained through continuity of caregivers to ensure quality patient care.
Full-Time/Part-Time Full-Time  
Shift Days  
Position Director of Care  
Post Internal Days 0  
Exempt/Non-Exempt Exempt  
Req Number CLI-13-00003  
Location Dayton  
About the Organization Ohio's Hospice is an affiliation of non-profit hospice organizations including Hospice of Dayton, Hospice of Miami County and Hospice of Butler & Warren Counties offering superior care and superior services to patients and their families in southwest Ohio. Counties served by the organizations include Butler, Champaign, Clark, Clinton, Darke, Greene, Miami, Preble and Shelby Counties. Care is provided in patient homes, extended and assisted living facilities, two Hospice House locations in Montgomery and Butler County, and an inpatient hospice center in Miami County.

You may find a deeper meaning in your work, or rediscover why you chose your profession in the first place. The passion you may have been missing in previous workplaces can be found at our organizations. We offer a full range of benefits including generous paid vacation/time off, competitive health, dental, vision, STD/LTD and life insurance, matching 401(k), mileage and tuition reimbursement, Wellness initiatives and more. Our culture encourages personal empowerment, teamwork and professional growth. We are proud to be Equal Opportunity Employers.

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