Bereavement Coordinator & Clinical-Volunteer Liaison (Full Time- Hybrid)

About North Country Healthcare (NCH):

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly-trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a valued team member this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.

POSITION SUMMARY:

The Bereavement Coordinator and Clinical-Volunteer Liaison works collaboratively with the interdisciplinary team to provide emotional support, grief resources, volunteer services, and community education that enhance the quality of hospice care. This position works in close collaboration with the Social Worker (MSW), Interdisciplinary Team members, and agency leadership. Services are provided under the clinical supervision of the Social Worker (MSW) or other qualified professionals as designated by the Hospice Program Manager.

The Clinical Liaison works closely with referral sources, North Country Healthcare affiliate hospitals, community partners, and the NCHHHA Clinical Support/Leadership team to identify prospective patients and connect patients and families with appropriate NCHHHA services and programs. The Clinical Liaison routinely rounds at North Country Healthcare affiliate hospitals, participates in care coordination and transition-of-care activities, and provides education to patients, families, referral sources, and community partners regarding Home Health, Hospice, Advanced Illness, Bereavement, Volunteer, and other applicable NCHHHA services. Exceptional communication, customer service, relationship-building, and organizational skills are essential to ensuring patients, families, and referral partners receive timely, accurate, and supportive information.

ESSENTIAL QUALIFICATIONS

Education:

• A bachelor’s degree in an applicable field, such as theology, education, psychology, counseling, or a related field, is required.

• Associate Degree in Nursing (ADN/ASN) from an accredited school of nursing required.

• Bachelor of Science in Nursing (BSN) preferred.

• Completion of at least eight additional hours of education or training in death and dying, grief, and bereavement is required for persons providing bereavement services. This education or training will be provided upon hire.

Certification:

• 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.

• All employees and contracted staff will have either successful completion of an American Heart Association* accredited course in Basic Life Support (BLS), or ACLS and PALS combined. (for clinical staff), Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis.

*Refer to the NCH Life Support Certification Policy for position specific requirements.

Licensure:

• Valid Driver’s license and reliable personal transportation required.

• Current, unrestricted Registered Nurse (RN) license in the state of practice.

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.

Work Experience:

• 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.

ESSENTIAL FUNCTIONS:

Key Medicare Hospice CoP Responsibilities Include:

• Bereavement services available for at least 13 months after death.

• Ongoing bereavement assessment and follow-up.

• Volunteer recruitment, training, supervision, and utilization.

• Participation in IDT and QAPI activities.

• Compliance with hospice volunteer requirements under Medicare Conditions of Participation.

Bereavement Program

• Coordinate, oversee, and provide an organized program of bereavement services for families for up to 12 months following the death of the patient, in accordance with applicable regulatory requirements.

• Provide counseling and supportive services to families following the patient’s death.

• Develop individualized bereavement care plans that reflect the needs of the patient’s family.

• Coordinate additional services, resources, and referrals necessary to support families through the bereavement process.

• Provide pre-bereavement support and bereavement assessment during the active hospice episode, in coordination with the IDT and prior to the patient’s death.

• Ensure bereavement 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 at each touchpoint within the 13-month follow-up window.

• Generate reports and summary data on bereavement program activity to support quality monitoring and QAPI review; serve as primary data steward for bereavement follow-up completion rates.

• 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.

Volunteer Program

• 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 volunteer assignments and schedules.

• Provide ongoing supervision, education, and support to volunteers.

• Support volunteer recognition and appreciation activities in accordance with NCH Volunteer Program Director.

• Promote volunteer opportunities within the community.

• Monitor volunteer hours against the CMS-required minimum of 5% of total patient care hours (42 CFR §418.78(e)); track and report utilization data monthly; develop and implement strategies to maintain compliance with this requirement.

• Maintain documentation required to calculate and report volunteer cost savings in compliance with 42 CFR §418.78(d), including position identification, hours worked, and estimated dollar value of volunteer contributions.

• Develop and define specific volunteer roles, including bereavement-adjacent tasks such as well-check calls, condolence card mailings, and anniversary outreach contacts, in coordination with the Social Worker (MSW).

• Collaborate with the interdisciplinary team regarding volunteer involvement in patient care.

Quality and Compliance

• 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.

• Ensure all bereavement and volunteer records are documented in the agency EMR in accordance with agency policy; participate in EMR transition planning as it relates to bereavement tracking and volunteer documentation requirements.

• Assist with community outreach and education initiatives.

• Participate in agency events and memorial programs.

• Support special projects as assigned.

• Support staff education related to bereavement program fundamentals and volunteer role integration, as directed by the Hospice Program Manager.

Clinical Liaison

• Routinely round in person at North Country Healthcare affiliate hospitals to meet with patients and families, discuss discharge plans, and provide education regarding appropriate NCHHHA programs and services that may support a successful transition home.

• Serve as a resource to prospective patients and families by explaining NCHHHA service lines, eligibility considerations, referral processes, and available supports.

• Develop and maintain strong professional relationships with hospitals, skilled nursing facilities, assisted living facilities, providers, and other community referral partners.

• Participate in community outreach and events to increase awareness and understanding of NCHHHA programs and services.

• Support outreach and education related to Hospice, Bereavement, and Volunteer services, including identifying opportunities to strengthen community awareness and engagement.

• Assist with identifying Bereavement and Volunteer program needs and opportunities within the community.

• Assist in the development and delivery of educational programs, presentations, and in-services for referral sources and community partners in collaboration with agency leadership.

• Promote earlier identification of patients who may benefit from Home Health, Hospice, Advanced Illness, or other NCHHHA programs and facilitate connection with the appropriate Intake or clinical team.

• Maintain timely communication and follow-through with referral sources, prospective patients, families, and internal NCHHHA teams.

• Represent NCHHHA professionally and consistently promote a patient-centered approach to care and transitions.

• Performs additional duties as assigned.