CERTIFIED HOSPICE MANAGER EXAMINATION BLUEPRINT

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The blueprint identifies the major content areas relevant to the responsibilities of the hospice manager. The percentages of

questions on the exam from each of the major content areas are indicated below.

1) Leadership Skills (10%)

a. Team Building

b. Communication and Listening

c. Conflict Resolution

d. Staff Development and Training

e. Roles and Positions of Staff and Interdisciplinary Responsibilities

2) Customer Service (5%)

a. Satisfaction Surveys (e.g., client, peers)

b. Relationship development and maintenance (e.g., clients, staff or community)

3) Management Skills (20%)

a. Time Management

b. Coaching

c. Organization Skills

d. Communication and Documentation (oral and written)

e. Scheduling and Staffing

4) Marketing and Sales (5%)

a. Understanding Marketing Plan and Manager’s Role

b. Company Services and Capabilities

5) Regulatory Processes for Hospices (20%)

a. Licensing and Certification

b. Survey Readiness

c. Federal Regulations

d. Reimbursement and Billing Practices

e. Compliance (e.g. OSHA or HIPAA)

f. Quality Assurance and Performance Improvement (QAPI)

6) Financial Management and Budgeting (10%)

a. Factors that Affect Payroll

b. Budget Basics and Participation (e.g., Costs, expenses)

c. Contracts

d. Payer Sources

7) Human Resource Basic Practices and Law (30%)

a. Counseling and Discipline

b. Staff Orientation

c. Confidentiality

d. Wages and Benefits

e. Labor Law

f. Interviewing

g. Employee Performance Evaluations