Access Manager

Position Summary

The Access Manager oversees the daily operations of the Access Department, including both Intake and Admissions Nursing functions. This role is responsible for ensuring the department delivers high-quality, timely, and compassionate care and customer service that align with the mission, values, and strategic goals of Montgomery and Prince George’s Hospice.

Minimum Qualifications

• Education: Bachelor’s Degree, BSN Preferred
• Licensure/Certification: Maryland RN license required
• Experience: Minimum of 3 years relevant supervisory experience. Previous hospice experience required

Duties and Responsibilities

• Develops, implements, and maintains processes for patient intake and admission to hospice care
• Evaluates referral, intake, and admission procedures for efficiency and effectiveness; implements improvements as identified
• Ensures timely and accurate completion of all admissions documentation in accordance with agency policies and regulatory standards
• Oversees and tracks time from referral to admission
• Coordinates with clinical staff to ensure that patients are evaluated for hospice eligibility and appropriate level of care
• Tracks referrals, admissions, and patients not taken under care
• Prepares comprehensive and timely reports on operational metrics, productivity measures, and statistical data to support business development and business operations
• Directs and supports Admission Nurses in conducting thorough patient assessments and ensuring accurate documentation
• Ensures staff educate patients and caregivers on hospice services, safety, and emergency preparedness
• Maintains compliance with infection control and standard precaution protocols
• Ensures completion, compliance, and accuracy of all documentation, corrections, and patient/family education
• Oversees open access determinations and advises staff accordingly
• Participates in Quality Assessment and Performance Improvement (QAPI) activities, including data collection, audit review, and indicator tracking
• Provides leadership, direction, and supervision to Admissions and Intake staff to ensure departmental effectiveness
• Establishes performance expectations, conducts evaluations, and provides coaching and education to support staff development
• Schedules staff to ensure adequate coverage and efficient use of resources
• Promotes positive morale and a collaborative team culture
• Ensures ongoing competency and annual supervisory visits for all Admission Nurses and Intake employees
• Mets weekly with the Senior Director of Patient Access and department leads to review progress and resolve issues
• Collaborates with the Senior Director of Patient Access to maintain and strengthen relationships with referral sources
• Acts as a hospice resource to the community, identifying and cultivating new referral opportunities
• Conducts visits to hospitals, facilities, and referral partners to follow up on concerns and maintain strong partnerships
• Ensures effective communication with the Hospice Clinical Managers regarding potential and actual admissions
• Reports complaints to the Senior Director of Patient Access and documents concerns in PHP within 24 hours and ensures appropriate documentation and follow-up

Regulatory and Compliance

• Demonstrates thorough understanding of hospice regulations, particularly as they relate to admissions and intake functions
• Ensures compliance with all agency policies, procedures, and applicable federal, state, and accrediting body standards
• Affords assistance in annual quality oversight of referral sources and participation in related evaluations and audits