Jul 01, 2020

RN Charge - After Hours Centralized Call Center

  • The Denver Hospice
  • Denver, CO, USA

Job Description


Serves in a supervisory role by overseeing the clinical services provided to inpatient hospice or outpatient hospice patients and their families. Serves as the first point of contact for management issues and/or needs during assigned shift.


Reports to Clinical Manager or Director of Clinical Services


Supervises staff including RNs, LPNs, CNAs, social workers, chaplains and supportive administrative staff and maintains appropriate staffing levels to provide safe, high quality patient care during assigned shift. Assigns shift specific tasks to staff.

May assist the Clinical Manager with staff evaluations, intervention and mediation when conflict arises. Delivers performance management if staff performance is inadequate and reports any concerns to the manager for further follow-up.

Oversees and assists with daily patient care activities i.e., deaths, transfers and admissions. Supervises the completion of daily or shift specific clinical functions.

Acts as a resource for information and problem-solving, crisis intervention, and on-going assessment of patients, including assessment for a change in status. Acts as a resource for assessment of pain control and other symptoms.

Maintains ongoing communication with staff, patients and families. Provides current updates to medical providers and assures completion of new orders. Provides support for sensitive or difficult issues surrounding patient care.

Other duties and responsibilities as assigned.


Supports the mission and values of hospice and palliative care.

Provides patient care (neonates to geriatrics) as determined by the Plan of Care (POC) and in accordance with discipline. Utilizes critical thinking skills, education, mentoring, guidance and interventions to achieve goals of care.

Possesses knowledge of patient rights; ensuring an atmosphere which allows for the privacy, dignity and well-being of all patients in a safe and secure environment.

Understands the correlation between excellent patient care and the results of Hospice Item Set, CAHPS and other publicly-reported industry and/or accreditation quality benchmark programs.

Treats patients, family members and other clients with concern and empathy; respects their confidentiality and communicates in a courteous and respectful manner. Maintains and respects professional and personal boundaries. Adheres to HIPAA regulations, and maintains confidentiality of all patients and families.

Performs job duties within the standards of practice framework.

Has proficient nursing skills and pain management knowledge, as well as principles of pharmacology including, medication dosages, calculations, interactions and side effects.

Works independently with minimum direction, anticipates and organizes workflow, prioritizes and follows through on responsibilities.

Attends team meetings and in-services on a regular basis. Participates in continuing education and professional development courses, to include annual education requirements as assigned to the discipline.

Works in a high volume environment with rapidly changing priorities.

Understands the importance of providing accurate and timely point-of-care documentation in Electronic Medical Record (EMR). Uses, clear concise and professional written and verbal communication.

Responsible for meeting visit frequency and visits per shift requirements; takes on-call rotation as needed and/or assigned.

Possesses knowledge of necessary computer systems including Microsoft Office, Outlook and agency electronic medical records (EMR).

Promotes a holistic approach to patient care.

Cooperates with all co-workers; demonstrates flexibility to perform other duties as assigned.


Minimum Education: Graduate of an accredited school of nursing. BSN preferred.

Minimum Experience: 1-2 years of experience in hospice/palliative care, medical/surgical, public health, oncology, acute care or home health.

Required License: Current Colorado RN license. Valid Colorado state driver license and proof of auto insurance.

CPR certification (for Pathways, The Denver Hospice and Pikes Peak affiliates)


Ability to lift minimum of 50 lbs.

Lifts, positions, pushes, and/or transfers patients

Prolonged, extensive or considerable standing/walking/sitting

Manual dexterity and mobility

Visual and auditory acuity


May be exposed to infections and contagious diseases

Regularly exposed to risk of blood borne diseases

Occasional exposure to radiation hazards

Subject to varying and unpredictable situations

Occasional exposure to unpleasant patient or unit elements (sound, odor, sight, behavior)

May perform emergency care

Exposure to variety of electro-mechanical hazards

Able to maintain job performance in emergency or crisis situation



Provides supervision of other Call Center Staff during the assigned shift.

Responds to incoming calls in a timely, responsive and professional manner; triages as appropriate to address or support the needs of the caller.

May perform comprehensive nursing assessments dependent on staffing needs.

Utilizes sound nursing judgement and strong assessment skills to perform complex telephone interview and triaging as appropriate, may modify care plan accordingly.