• Directs site visitor function including selection, training, supervision and evaluation.  Conducts new hire orientation program and ongoing coaching as needed.
• Reviews site visitor reports for accurate and consistent application of CHAP Standards of Excellence and regulations.   Performs review and acceptance of Plans of Correction, communicating with organizations as necessary. 
• Provides training, direction and supervision to ensure proactive customer service from all department team members, to support CHAP growth and customer service goals. Ensures all team members follow CHAP Customer Service Standards.
• Directs a team of site visitors remotely.  Responds to telephone calls from site visitors to assist as needed through the visit process and decisions regarding application of CHAP and regulatory standards.
• Plans for and executes Board of Review process with timely follow up of accreditation determinations and correspondence.
• Participates in performance improvement and complaint investigation activities.
• Responds to telephone and e-mails requests from pre-applicant and applicant organizations regarding selection of agency-specific service standards for accreditation and interpretation of CHAP Standards and CHAP’s process, standards, and self studies. 
• Serves as subject matter expert by maintain strong and current working knowledge of all CHAP standards and all Medicare and industry regulations pertaining to CHAP’s deemed status and accreditation programs.
• Ensures complete and accurate documentation of actions in agency hard copy and electronic records, including customer relationship management software. 
• Collaborates with and assists other departments to ensure compliance with regulatory requirements and CHAP policies and to ensure CHAP accredited organizations improvement and satisfaction.
• Assesses performance, identifies knowledge deficits, develops, and delivers teleconference and webinar training to site visitors at least quarterly. Responsible for in-services for site visitors and for helping site visitors with proficiencies in deficiency identification and documentation.
• Assures appropriate projection of site visits days for production of contracts and review of self studies as well as site visits performed in accordance with CHAP timeliness standards.
• Participates in strategic planning and reporting. 
• May participate in marketing and business development activity through attendance and presentations at trade shows and state association meetings. 

Qualifications Include:

• BS degree in nursing or other health related field required. 
• Master’s degree in nursing or health-related field preferred.  May consider additional work experience as a substitution for a master’s degree.
• 8 years  management experience including staff supervision 
• 8 years experience in Medicare certified home health agencies and/or other community based health care services delivery   
• Strong knowledge of at least one of the following:  Medicare Conditions of Participation for Home Health and Hospice, and Medicare Supplier/Quality standards
• Experience in a CHAP accredited organization extremely helpful
• Sound knowledge and skills in quality improvement activities and processes. 
• Excellent written and verbal communications skills; effective interpersonal and team building attributes.  High level of energy and focus on customer satisfaction. 
• Intermediate computer literacy
• Flexibility in work schedule.  Some work-related travel required. 

To Apply: