Director, After Hours Triage

About the Role

Lead the organization's centralized after-hours triage function and shape how patients and families receive support when they need it most. This role involves building and leading a scalable, enterprise-wide after-hours model across our hospice organization. You will oversee clinical operations, workforce planning, performance, quality, and service delivery while implementing new technology and processes to support the after-hours clinical triage model. Collaborate with clinical, operational, technology, and executive leaders to create standardized processes that improve responsiveness, strengthen clinical outcomes, and ensure patients and caregivers receive timely, compassionate care around the clock.

About Us

At Care Hospice, we are a mission-driven, patient-centered leader in end-of-life care. Our vision is to be the most trusted partner in hospice care, providing unwavering support, comfort, and compassion to patients and their loved ones. We believe true hospice care extends beyond medical needs—it’s about bringing dignity, peace, and human connection to every life we touch. We foster a supportive, growth-oriented environment for dedicated professionals who share our values.

Responsibilities

• Provide strategic and operational leadership for the centralized After Hours Clinical Triage function, ensuring a consistent, scalable model across regions and locations.
• Lead the transformation and optimization of after-hours clinical operations, including technology, workflows, staffing, training, implementation, and continuous improvement.
• Ensure patients and caregivers receive timely, compassionate, and clinically appropriate support while facilitating prompt field response when an in-person assessment is needed.
• Develop and lead staffing models, performance expectations, service standards, and operational processes that support patient needs, organizational growth, and workforce efficiency.
• Build, lead, and develop high-performing triage teams while fostering a culture of clinical excellence, accountability, collaboration, and exceptional service.
• Monitor key performance, quality, financial, and patient experience metrics; use data and trends to identify opportunities, address challenges, and drive meaningful improvement.
• Partner with Clinical Operations, Admissions, IT, Quality, Human Resources, Finance, and regional and branch leadership to strengthen after-hours care, resolve operational challenges, and support organizational growth.
• Ensure after-hours operations meet regulatory and organizational standards while promoting patient safety, clinical quality, and an exceptional experience for patients, families, and field clinicians.

Requirements

• Bachelor's degree in Nursing, Healthcare Administration, Business Administration, or a related field required; Master's degree preferred.
• Current, unrestricted Registered Nurse (RN) license preferred.
• Seven (7) or more years of progressive clinical leadership experience in hospice, home health, post-acute care, or a related healthcare setting.
• Proven experience leading clinical operations, triage services, call center operations, or after-hours care delivery.
• Demonstrated success leading large-scale operational initiatives, technology implementations, or organizational change.
• Strong knowledge of hospice operations, clinical workflows, regulatory requirements, and quality improvement practices.
• Experience developing staffing models, performance metrics, budgets, and operational strategies across multiple locations or teams.
• Strong analytical, problem-solving, and communication skills with the ability to influence leaders and drive results.
• Demonstrated ability to build high-performing teams, collaborate across departments, and lead through change.
• Experience with electronic medical records, healthcare technology platforms, and reporting systems preferred.

Benefits

• Comprehensive Health, Dental, & Vision Insurance
• Company matching 401(k)
• 15 days of PTO & 10 Holidays
• Tuition Reimbursement & Certification Assistance
• Wellness & Discount Programs
• Cell Phone, Mileage, & Gym Membership Reimbursement

Pay

$120,000 - $150,000 per year (average pay range) plus bonus eligibility. Compensation will be determined based on the selected candidate’s relevant experience and the specific responsibilities of the position.

This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse. Visit https://info.flclearinghouse.com for more information.