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Northern Light Home Care and Hospice

Department: Hospital and Other Admin

Position is located: Northern Light Home Care & Hospice So Portland

Work Type: Full Time

Hours Per Week: 40.00

Work Schedule: 7:00 AM to 4:30 PM

Summary:

The Manager, Patient& Volunteer Experience is responsible for developing, implementing, and sustaining strategies that enhance the overall experience of patients and families receiving home care and hospice services. This role ensures that care delivery aligns with the organization’s mission, values, and service standards. In addition, the Manager oversees volunteer program recruitment, training, and coordination to ensure meaningful and compliant engagement of volunteers across all service areas. This position serves as a statewide resource, supporting local teams in advancing patient-centered care and service excellence.

Responsibilities:

+ Lead initiatives to measure, analyze, and improve patient and family experience across home care and hospice programs statewide.

+ Collaborate with clinical and operational leaders to identify opportunities for improvement and implement best practices in communication, empathy, responsiveness, and care coordination.

+ Manage patient feedback processes, including surveys, compliments, and grievances; ensure timely follow-up and resolution.

+ Develop and deliver training programs for staff to promote compassionate, patient-centered care and service recovery techniques.

+ Partner with Quality, Compliance, and Education teams to ensure alignment of patient experience efforts with organizational goals and regulatory standards.

+ Monitor patient experience metrics and report performance trends to leadership.

+ Oversee statewide volunteer program operations, ensuring compliance with all federal, state, and hospice-specific regulations.

+ Develop recognition programs and engagement strategies to sustain volunteer satisfaction and retention.

+ Maintain accurate volunteer documentation and participation records in accordance with policy and regulatory requirements.

+ Support a culture of service excellence, compassion, and accountability across teams Coordinating communication and best practice sharing among regional offices to ensure consistency and high-quality experience statewide.

+ Other Duties

Other Information:

Competencies and Skills

+ Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.

+ Acts Strategically: Creates effective plans that anticipate future consequences and opportunities and is able to connect the day to day operations to longer-term objectives, shifts in the industry, and system goals.

+ Adobe Acrobat

+ Basic Life Support

+ Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.

+ Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.

+ Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.

+ Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.

+ Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.

+ Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.

+ Human Capital, Supply Chain and Financial Software.

+ Types at 60+ words per minute. (only to be used as a condition of employment)

+ Ability to understand the language used to precisely describe the human body including its components, processes, conditions affecting it, and procedures performed upon it.

+ Database management application with the ability to create and maintain tables, develop forms and deliver reporting.

+ Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.

+ Word processing, spreadsheets, data entry, database experience and other computer related skills.

+ Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.

+ Presentation software with the ability to create presentations with the ability to incorporate animation, audio, video, time delays, as well as designing themes and variants with animations and effects.

+ MS Teams

+ Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques.

+ Multi-line phone, scanner, photocopier, fax, and internet.

+ Experience with operating a network.

+ OneNote

+ Public Speaking

+ Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability .

+ Seeks Process Improvement & Applies System Thinking: Possesses and gains insight into situations, problems and processes. Understands the interconnection between organizational elements. Deconstructs problems and systematically investigates the various components. Considers the impact of actions on the entire process/system. Detects problems and opportunities, recognizes important information, and links various data to trace potential causes and relevant details.

+ Business intelligence and data analysis software.

+ Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.

+ Zoom

+ Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.

+ Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation.

+ Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.

+ Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

+ Required Bachelor's DegreeBachelor’s degree in nursing, Social Work, Healthcare Administration, or related field required; master’s degree preferred.

Required Experience

+ 3 year/years of Relevant Work Experience

Working Conditions

+ Need to travel to perform responsible duties

+ Prolonged periods of sitting.

+ Lifting, moving and loading 20 to 30 pounds.

Maine, Aroostook County, Bangor, Waterville, Ellsworth, Presque Isle, South Portland, Home Care, Hospice Care, end of life, respite care, Home Health Aide, Skilled Nursing

Position Patient & Volunteer Exp MgrLocation Req ID 84595