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POSITION DETAILS:

Full-time with benefits; primarily day shift Monday through Friday, 8am to 4:30pm.

JOB SUMMARY:

Under the supervision of the Hospice and Palliative Care Director, the Office Support & Volunteer Specialist performs general office duties to support the Hospice and Palliative Care Departments. The Office Support & Volunteer Specialist is responsible for recruiting, screening, and training individuals interested in volunteering for Hospice. Also, retaining those individuals through training, recognition, and in-service. The Office Support & Volunteer Specialist establishes and keeps volunteer records, assigns duties as needs arise, and maintains necessary contact through phone calls and mailings. Office support would include maintaining the electronic medical record, billing and scheduling needs, planning meetings, working with Hospice Volunteers, and completing special projects and events.

MAJOR JOB FUNCTION:

+ Provides clerical duties and support in all Hospice and Palliative Care offices to ensure that patient and staff needs are met, prepares reports and records as directed, acts as Hospice and Palliative Care Receptionist, disburses mail appropriately, schedules meetings and appointments and reserve rooms for meetings if needed. Types meeting agendas and minutes. Organizes and maintains the filing system for all Hospice and Palliative Care offices.

+ Participates as a member of the Hospice Team to plan and provide holistic care to the hospice patient and family.

+ Is committed to the team concept of care and participates in bi-weekly care conferences to provide volunteer input towards the plan of care and assess the effectiveness of volunteer support.

+ Schedules volunteers on a daily/weekly/monthly basis and ensures up-to-date schedules are available in both offices. Initiates volunteer assignment form upon request of Social Worker or Case Manager, with their input as to patient status and needs.

+ Updates the patient information sheet and care plan with volunteer information.

+ Acts as a volunteer resource to the Team.

+ Uses perception and good judgment in assigning volunteers to patients and supervises assigned volunteers, with input as necessary from hospice Social Workers and Case Managers.

+ Maintains contact with volunteers regarding their performance and needs.

+ Ensures each volunteer has a written assignment sheet consistent with his or her skills and capabilities. Verbal and written updates are given and documented.

+ Ascertains patient/family satisfaction directly through patient visit, telephone call or comments from Team members. Promptly notifies Case Manager or Hospice Coordinator of any complaint. Actively attempts to achieve customer satisfaction.

+ Ascertain volunteer satisfaction and capability of performing assignment through frequent contact.

+ Tracks volunteer contacts and reviews volunteer progress notes for consistency with the plan of care and to ensure volunteer notes are returned and in the chart within seven (7) days.

+ Actively recruits and attempts to maintain a census of volunteers to meet patient/family and program need. Works with Hospice Director and Hospital Marketing department.

+ Plans yearly recruitment efforts to include newspaper, radio, church bulletin, or recruitment at community presentations or health fairs.

+ Plans a yearly volunteer training program with the Hospice Educator which includes at least the following:

+ Hospice goals, services, and philosophy

+ Confidentiality and protection of patient’s and family’s rights

+ Family dynamics

+ Coping mechanisms and psychosocial issues surrounding terminal illness

+ Death and Bereavement

+ Procedures to be followed in an emergency or following the death of a patient

+ Individual volunteer responsibilities and duties, and the role of the Hospice Team and Team members

+ Communication skills

+ Abuse

+ Medications

+ Infection Control and BSI

+ Maintains a file on each volunteer that includes: orientation, health records, evaluations and updates, on-going training, and assignments.

+ Identifies learning needs of volunteers and works with Hospice Coordinator and Hospice Director to meet these needs. Plans a yearly schedule of inservice/educational offerings for volunteers.

+ Actively attempts to retain volunteers by volunteer contact, educational programs, and volunteer recognition.

+ Evaluates volunteers yearly.

+ Is committed to the practice of hospice care and promotes professionalism and quality of the Team effort.

+ Works with the Hospice Coordinator to develop and review volunteer policies and guidelines and protocols for the hospice program. Conducts an annual review of volunteer policies and procedures to ensure compliance as related to the overall program and need for update or change.

+ Is aware of, and practice is congruent with, the Hospice Touch Mission Statement and Tomah Memorial policy and guideline.

+ Keeps current on professional hospice practice and the needs of the terminally ill by reading journals and attending inservices.

+ Attends 100% of mandatory meetings and 80% of QI/Staff meetings. Views video or reads minutes of meetings not attended. Documents all education completed in education record.

+ Promotes the hospice volunteer concept and program. Assists Hospice Coordinator with marketing the volunteer and hospice program by planning and assisting with the yearly schedule of events, and the use of volunteer committees for health fairs, Lovelight, memorial services, fundraisers, etc.

+ Assists with mailings, contacts to churches, communities and health organizations regarding events.

+ Displays behaviors, by actions and verbalization that reflect an acceptance of the hospice/palliative work standards. Maintains appropriate boundaries with patients and families and seeks direction when boundaries become blurred or questionable. Is open to change and a positive change agent. Takes ownership and responsibility for their actions, how they impact others and the provision of patient care, and respects the right of the entire team to have a welcoming, safe, and positive work environment.

+ Assists with other duties that support program function.

+ Assists in collection of statistical data for utilization management purposes and to enable evaluation of the program. Maintains records of the use of administrative and patient care volunteer hours and calculates cost savings to the hospice organization through the use of volunteers.

+ Assists in evaluation of the program by sending out evaluation forms to physician, family, facility and volunteer.

+ Monitor, check and order office supplies as needed. Assists to keep office clean and orderly.

+ Works to ensure smooth office and hospice program function. Answers phone as needed or when asked. Pages nurse or Team members. Promotes a calm, quiet office atmosphere.

+ Recognizes personal need for support and demonstrates self-care behaviors. Notifies Hospice Coordinator or Social Worker when the assignment becomes emotionally draining for counseling and additional support.

+ Has a personal plan for self-care and stress management.

+ Uses open honest communication to verbalize needs and conflict resolution.

+ Attends hospice retreats. Takes time to debrief with other staff members and to give and receive support.

+ Assures adherence to ethical and legal standards of the agency. Verifies physician licensure and keeps a record for all who supply orders. Maintains oversight and assists staff to ensure compliance with confidentiality in all aspects of operation.

+ Perform Chart Audits & HIS Admits, performs patient D/C in Electronic Health Record and HIS Discharges. Coordinates when chart audits and HIS's are to be completed.

+ Verify Insurance, obtain pre-authorization, and input Electronic Health Record.

+ Assists with entering and reporting hospice patient and financial data. Enters patient information on database, generates billing reports, and checks for accuracy. Provides monthly and yearly data to the Director and hospital. Prepares bills for payments, checks for accuracy. Takes data from bills and time sheets for cost of care database. Does routine computer maintenance and back-up.

+ Plans for and makes communication between patient and hospice team a priority. Answers telephone, responds appropriately to emergency and non-urgent messages. Pages/locates the nurse case manager, team member, on-call RN, SW or Chaplain to ensure that the message is delivered to meet customer needs. Forwards phone to answering service. Updates call service schedule as needed when requested.

+ Provides patient information transfer between staff and offices. Maintains integrity and confidentiality of patient charts. Trouble shoots and assists staff with computer and laptop use and actively plans to prevent any disruption in service.

+ Additional office duties as assigned.

+ Performs other duties as assigned.

STANDARDS OF BEHAVIOR

+ WORK ETHICS STANDARD: Affirm a commitment to making the Tomah Health work environment better through: patient advocacy, continuing education, and valuation of each individual person.

+ COMMUNICATION STANDARD: Affirm a commitment to use open and honest communication with all Tomah Health customers (in-house & community-wide) through: basic customer courtesy (phone, written, face to face) and active listening.

+ TEAMWORK STANDARD: Affirm a commitment to be a proud, dependable Tomah Health TEAM member through: basic customer courtesy, patient advocacy, flexibility, and valuation of each individual person.

+ QUALITY STANDARD: Affirm a commitment to provide respectful, compassionate, quality care with integrity to all Tomah Health customers (in-house & community-wide) through: job excellence, patient advocacy, and self-dignity.

+ PROFESSIONALISM STANDARD: Affirm a commitment to professional conduct towards all Tomah Health customers (in-house & community-wide) through: collaboration, teamwork, appearance, environment, and valuation of each individual person.

+ ATTITUDE STANDARD: Affirm a commitment to maintain a positive, professional perspective towards all Tomah Health customers (in-house & community-wide) through: honest feedback, confidentiality, basic customer courtesy, and valuation of each individual person.

EDUCATIONAL REQUIREMENTS

+ High school diploma or completion of GED required. 2-3 years of relevant experience preferred

+ Successful completion or agreement to complete hospice volunteer training.

+ Must have access to insured vehicle, have current and valid WI driver’s license and possess a clean driving record.

+ Some knowledge of nursing skills and medical terminology helpful.

QUALIFICATIONS/SKILLS:

+ Excellent human relation skills as demonstrated by the ability to interface positively with all customers and employees.

+ Must acquire the knowledge and maintain established competency levels to perform essential job functions.

+ Must have the ability to work with frequent interruptions, under stress and with minimal supervision.

+ Needs to possess a high level of intelligence, integrity, sense of responsibility and ability to comprehend and analyze details.

+ Good record keeping, telephone and organizational skills.

+ Experience in hospice and knowledgeable in the area of Palliative Care, i.e. pain control, psychosocial support, grief, death, loss preferred.

+ Comfortable in being a volunteer and patient advocate. Skilled and innovative in problem solving and conflict resolution.

+ Well developed verbal and written communication skills; can utilize communication skills to promote a collaborative team approach.

JOB REQUIREMENTS

+ Regularly required to use hands to finger, handle or feel objects, and talk and hear.

+ The Office Support & Volunteer Specialist is frequently required to stand, walk and reach with hands and arms. The Office Support & Volunteer Specialist is occasionally required to sit, climb or balance, stoop, kneel or crouch.

+ The Office Support & Volunteer Specialist must occasionally lift and/or move up to 25 pounds.

+ Good hearing is necessary to receive detailed information through oral communication.

+ Visual acuity is needed in order to perform computer functions.

+ Travel/driving is required for the position.

+ Computer/keyboard skills required. Must have the ability to operate in a Windows environment.