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The After-Hours Quandary: A Deep Dive into After-Hours Staffing Strategies

May 4 @ 9:50 am 10:50 am

After-hours comprise 75% of the week. Many hospice and home health organizations need help efficiently and effectively managing calls that come in after-hours and need more data to help improve their processes. Standard models for staffing after-hours include non-clinical answering service, internal nurse team, and external nurse team. Each provides tradeoffs on burnout, patient experience, and profitability. In addition, each impacts your case managers’ workload differently during regular business hours. In this panel, home health and hospice executives discuss their first-hand experiences with their respective after-hours care models, provide context on the effectiveness of each, and explore out-of-the-box strategies with objective viewpoints on the benefits and tradeoffs of each. Expect to come away with a better understanding of primary after-hours staffing models and their impact on patient care, burnout, and profitability.

Bernadette Smith, Vice President of Marketing for IntellaTriage, is responsible for marketing strategies and the coordination of marketing operations. Before joining IntellaTriage, Bernadette led marketing and communications at QIRT (now McBee Associates) and was most recently managing director of the LTC100 Intelligence Group at Lincoln Healthcare Leadership.

Lisa Parent, is President and CEO of Community Nurse Home Care in Fairwell, MA. Lisa has worked in home care since 1993 in a variety of roles. She currently leads a 5-Star team of 150 nurses, therapists, home health aides, social workers, administrative staff, and a large group of dedicated volunteers. 

Kate Mercier is currently the COO at Norwell Visiting Nurse Association and Hospice. In Norwell, MA. She has been a leader in home healthcare for over 15 years, including roles as a field clinician, Manager of Education and Performance Improvement, VP of Operational Excellence, and Chief Clinical Officer.


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