Care Services Representative

Job Description

Job Description

Care Services Representative

Location: Ohio's Hospice Care Coordination Center (Dayton, Ohio) In Person
Employment Type: Full-Time

At Ohio's Hospice, every interaction matters. As a Care Services Representative, you'll be the compassionate voice that welcomes patients, families, referral partners, physicians, vendors, and teammates to our organization. You'll play a vital role in ensuring every caller is connected with the right person or resource quickly, professionally, and with genuine care.

If you enjoy helping others, thrive in a fast-paced environment, and are passionate about delivering exceptional customer service, we'd love to hear from you.

As a Care Services Representative, you will:

• Serve as the first point of contact for incoming calls to the Care Coordination Center.
• Answer calls promptly, professionally, and with empathy.
• Gather accurate information and route calls to the appropriate clinician, scheduler, triage nurse, department, or team member.
• Provide information about Ohio's Hospice services and programs.
• Document call details accurately in designated systems.
• Process messages efficiently and ensure timely follow-up.
• Escalate urgent or time-sensitive concerns according to established procedures.
• Monitor call queues to support established service level goals.
• Assist callers in navigating organizational resources and services.
• Participate in departmental meetings, training, and continuous quality improvement initiatives.
• Support other departments and projects as needed.

• High school diploma or GED.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to communicate compassionately with patients, families, healthcare professionals, and teammates.
• Strong organizational skills and attention to detail.
• Ability to multitask and effectively manage multiple systems simultaneously.
• Proficiency with computers and technology, including electronic medical records, phone systems, and communication platforms.
• Ability to maintain confidentiality and professionalism in every interaction.

• Associate degree.
• Two or more years of customer service, healthcare, call center, or related experience.

The ideal candidate is someone who:

• Provides outstanding customer service with every interaction.
• Demonstrates compassion, patience, and professionalism.
• Maintains accuracy while working in a fast-paced environment.
• Communicates effectively with diverse audiences.
• Works collaboratively as part of a team.
• Is dependable, accountable, and committed to service excellence.

When you join Ohio's Hospice, you become part of a mission-driven organization dedicated to celebrating the lives of those we have the privilege of serving. Every phone call is an opportunity to provide comfort, support, and guidance during important moments in people's lives.

If you're looking for a meaningful career where your compassion and customer service skills can make a difference every day, we encourage you to apply.