Hospice of the Western Reserve
Hospice Call Center Representative (On-site)
Hospice of the Western Reserve, Cleveland, Ohio, us, 44101
Hospice Call Center Representative (On-site)
Hospice of The Western Reserve operates in celebration of the individual worth of each life, we strive to relieve suffering, enhance comfort, promote quality of life, foster choice in end‑of‑life care and support effective grieving.
Description Hospice of the Western Reserve has provided palliative and end‑of‑life care, caregiver support, and bereavement services throughout Northern Ohio in a 24/7/365 contact support center. All incoming calls from prospective patients and families, physicians, clinical field staff, bereavement services, and long‑term patient care (Navigator) are handled at this world‑class center by highly trained professionals who deliver a consistent, standardized method of providing care.
Duties and Responsibilities
Support agents are the first point of contact for patients, physicians, and hospital facilities, providing guidance throughout the organization.
Interact with patients by phone to assess clinical needs, maintain their health, screen patient signs and symptoms, and collaborate with physicians’ care teams and the trans‑disciplinary team.
Guide members toward and facilitate interaction with resources appropriate for care and well‑being, using available resources to uphold the population healthcare model.
Maintain accurate documentation of patient information in the agency’s EMR and associated computer systems.
Relate updated or new provider contact information to staff and management.
Adhere to support care standards by achieving individual goals on call quality, handle time, readiness status in the phone system, and reliability.
Provide education to families regarding services, billing, coverage, eligibility, and policy changes, and offer empathetic guidance.
Receive positive feedback on Net Promoter Surveys for being helpful and resourceful.
Perform administrative tasks to process referrals (bed assignments, ECIN, DOCA sign‑up, doctor approvals, electronic mailbox).
Transfer calls to clinical agents as needed.
Respond to incoming customer inquiries via phone, live chat, voicemail, or email.
Make outbound calls to families and doctors to update and coordinate visits and care.
Obtain necessary approvals and documentation before sending to the dispatch team, staying organized with assigned tasks.
Shift Schedule Varies
Qualifications / Experience
Knowledge of hospice and palliative care preferred.
2‑4 years of support or office experience in a medical setting.
Medical terminology preferred.
Superior written and spoken communication skills.
Genuine desire to help people resolve problems and obtain needed information.
Excellent judgment and decision‑making skills.
Ability to handle stress and conflict well.
Strong attention to detail; ability to work in a team environment.
Self‑directed with minimal supervision.
Prolonged telephone use and sitting.
Proficient with computers.
Demonstrated excellence and strong empathic phone and verbal communication with active listening skills.
Familiarity with EMR systems (Suncoast preferred).
Customer focus and adaptability to different personality types.
Ability to multitask, set priorities, and manage time effectively.
Ability to listen, type, and update records simultaneously.
Mental Demands
Concentration and attentiveness.
High level of decision making.
Respond to unpredictability.
Detailed record keeping.
Great listening skills.
Independent judgment and discretion.
High levels of organization and prioritizing.
Manage multiple tasks without being flustered.
Read, follow, and comprehend instructions and work orders.
Relate to others compassionately.
Details
Total rewards package including retirement, health, dental, vision, voluntary benefits, and corporate discounts.
Tuition assistance.
Non‑exempt role.
Technology package.
Protocols in place for wellbeing during COVID‑19.
Conditions of Employment
Compliance with annual flu shot policy or provision of exemption documentation.
Active auto insurance policy and proper coverage as a licensed Ohio driver.
Active driver’s license.
Proof of eligibility to work in the United States.
High level of integrity, ethics, and professionalism.
Accommodations The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
NOTE The responsibilities of this position are described above, and they may be subject to change at any time due to reasonable accommodations or other reasons. Also, this description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Applicants who may need reasonable accommodations to complete the application process may contact:
Careers at Hospice of the Western Reserve
17876 St. Clair Ave.
Cleveland, OH 44114
216.383.2222 or careers@hospicewr.org
Hospice of the Western Reserve is an Equal Opportunity Employer and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply.
#J-18808-Ljbffr
Description Hospice of the Western Reserve has provided palliative and end‑of‑life care, caregiver support, and bereavement services throughout Northern Ohio in a 24/7/365 contact support center. All incoming calls from prospective patients and families, physicians, clinical field staff, bereavement services, and long‑term patient care (Navigator) are handled at this world‑class center by highly trained professionals who deliver a consistent, standardized method of providing care.
Duties and Responsibilities
Support agents are the first point of contact for patients, physicians, and hospital facilities, providing guidance throughout the organization.
Interact with patients by phone to assess clinical needs, maintain their health, screen patient signs and symptoms, and collaborate with physicians’ care teams and the trans‑disciplinary team.
Guide members toward and facilitate interaction with resources appropriate for care and well‑being, using available resources to uphold the population healthcare model.
Maintain accurate documentation of patient information in the agency’s EMR and associated computer systems.
Relate updated or new provider contact information to staff and management.
Adhere to support care standards by achieving individual goals on call quality, handle time, readiness status in the phone system, and reliability.
Provide education to families regarding services, billing, coverage, eligibility, and policy changes, and offer empathetic guidance.
Receive positive feedback on Net Promoter Surveys for being helpful and resourceful.
Perform administrative tasks to process referrals (bed assignments, ECIN, DOCA sign‑up, doctor approvals, electronic mailbox).
Transfer calls to clinical agents as needed.
Respond to incoming customer inquiries via phone, live chat, voicemail, or email.
Make outbound calls to families and doctors to update and coordinate visits and care.
Obtain necessary approvals and documentation before sending to the dispatch team, staying organized with assigned tasks.
Shift Schedule Varies
Qualifications / Experience
Knowledge of hospice and palliative care preferred.
2‑4 years of support or office experience in a medical setting.
Medical terminology preferred.
Superior written and spoken communication skills.
Genuine desire to help people resolve problems and obtain needed information.
Excellent judgment and decision‑making skills.
Ability to handle stress and conflict well.
Strong attention to detail; ability to work in a team environment.
Self‑directed with minimal supervision.
Prolonged telephone use and sitting.
Proficient with computers.
Demonstrated excellence and strong empathic phone and verbal communication with active listening skills.
Familiarity with EMR systems (Suncoast preferred).
Customer focus and adaptability to different personality types.
Ability to multitask, set priorities, and manage time effectively.
Ability to listen, type, and update records simultaneously.
Mental Demands
Concentration and attentiveness.
High level of decision making.
Respond to unpredictability.
Detailed record keeping.
Great listening skills.
Independent judgment and discretion.
High levels of organization and prioritizing.
Manage multiple tasks without being flustered.
Read, follow, and comprehend instructions and work orders.
Relate to others compassionately.
Details
Total rewards package including retirement, health, dental, vision, voluntary benefits, and corporate discounts.
Tuition assistance.
Non‑exempt role.
Technology package.
Protocols in place for wellbeing during COVID‑19.
Conditions of Employment
Compliance with annual flu shot policy or provision of exemption documentation.
Active auto insurance policy and proper coverage as a licensed Ohio driver.
Active driver’s license.
Proof of eligibility to work in the United States.
High level of integrity, ethics, and professionalism.
Accommodations The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
NOTE The responsibilities of this position are described above, and they may be subject to change at any time due to reasonable accommodations or other reasons. Also, this description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Applicants who may need reasonable accommodations to complete the application process may contact:
Careers at Hospice of the Western Reserve
17876 St. Clair Ave.
Cleveland, OH 44114
216.383.2222 or careers@hospicewr.org
Hospice of the Western Reserve is an Equal Opportunity Employer and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply.
#J-18808-Ljbffr