Bereavement Coordinator & Volunteer Liaison (Full Time)

North Country Healthcare (NCH) is a non-profit affiliation of four medical facilities located in the White Mountains Region of New Hampshire. NCH delivers integrated patient care through community hospitals, specialty clinics, and home health and hospice services, employing hundreds of highly-trained individuals. This role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.

About the role

The Hospice Bereavement Coordinator & Volunteer Liaison is responsible for the development, coordination, implementation, and evaluation of the hospice bereavement and volunteer programs. This position ensures compliance with Medicare Conditions of Participation related to bereavement services and volunteer utilization while supporting patients, families, caregivers, and community members throughout the hospice journey and bereavement period. The role works collaboratively with the interdisciplinary team to provide emotional support, grief resources, volunteer services, and community education that enhance the quality of hospice care.

Responsibilities

• Coordinate and oversee the hospice bereavement program in accordance with Medicare Conditions of Participation.
• Provide pre-bereavement support and bereavement assessment during the active hospice episode, ensuring assessments are completed and individualized bereavement plans are developed.
• Maintain ongoing contact with bereaved family members and caregivers for up to 13 months following a patient's death.
• Maintain accurate and timely documentation of all bereavement contacts, risk assessments, and plan of care entries in the agency EMR.
• Facilitate grief support groups and educational offerings as appropriate.
• Provide grief resources and referrals to community support services.
• Support implementation and ongoing use of post-death bereavement tracking, including logging outreach contacts within the 13-month follow-up window.
• Generate reports and summary data on bereavement program activity to support quality monitoring and QAPI review.
• Identify individuals at elevated risk for complicated grief and coordinate appropriate interventions.
• Participate in Interdisciplinary Team (IDT) meetings as appropriate.
• Track and report bereavement program outcomes and quality indicators.
• Lead recruiting, interviewing, onboarding, training, and retention of hospice volunteers.
• Ensure volunteer services meet Medicare volunteer requirements.
• Match volunteers with patients, families, caregivers, and agency needs; coordinate assignments and schedules.
• Provide ongoing supervision, education, and support to volunteers.
• Support volunteer recognition and appreciation activities.
• Promote volunteer opportunities within the community.
• Monitor volunteer hours against the CMS-required minimum of 5% of total patient care hours; track and report utilization data monthly.
• Maintain documentation required to calculate and report volunteer cost savings in compliance with 42 CFR 418.78(d).
• Develop and define specific volunteer roles, including bereavement-adjacent tasks such as well-check calls, condolence card mailings, and anniversary outreach contacts.
• Collaborate with the interdisciplinary team regarding volunteer involvement in patient care.
• Participate in Quality Assessment and Performance Improvement (QAPI) activities.
• Assist with survey readiness and regulatory compliance initiatives.
• Maintain accurate documentation and records related to bereavement and volunteer services.
• Ensure compliance with HIPAA, agency policies, and regulatory requirements.
• Provide monthly bereavement and volunteer utilization data to the Quality Manager for QAPI dashboard reporting.
• Participate in agency events and memorial programs.
• Support staff education related to bereavement program fundamentals and volunteer role integration.
• Perform additional duties as assigned.

Requirements

• Bachelor's degree in Business Administration, Healthcare Management, Social Work, Psychology, Counseling, Human Services, or a related field is required. In lieu of formal education, an additional 8 years of experience in the field is acceptable.
• Certified in Thanatology (CT) through the Association for Death Education and Counseling (ADEC) — preferred if held at hire; encouraged as a professional development target within 2 to 3 years if not yet held.
• Certified Grief Support Practitioner (GSP-C) through the American Academy of Grief Counseling — preferred.
• Successful completion of an American Heart Association accredited course in Basic Life Support (BLS), or ACLS and PALS combined (for clinical staff), or Heartsaver CPR AED (for nonclinical staff).
• Valid Driver's license and reliable personal transportation required.

Skills

• Proficiency with Microsoft Office suite required; familiarity with electronic health record (EMR) documentation preferred.
• Demonstrated ability to maintain professional composure and appropriate personal boundaries when working with bereaved individuals and families.

Qualifications

• Minimum one year of experience in hospice, palliative care, bereavement support, or a closely related field — preferred.
• Direct experience working with bereaved individuals or grief support programs — preferred.
• Experience recruiting, coordinating, or supervising volunteers in a healthcare or nonprofit setting — preferred.