Customer Service Specialist - Bilingual preferred

Care Navigator (Customer Service Specialist)

Suncoast Hospice, a part of Empath Health, is seeking a Care Navigator (Customer Service Specialist) to join our team responsible for coordinating service inquiries as well as offering prompt access within the Empath Health Network of Care. Maintains excellence in customer service by being caring, compassionate, empathetic and responsive to the needs of all who reach out to us internally and externally.

Since 1977, Suncoast Hospice has been honored to serve our neighbors across Pinellas and Hillsborough counties with compassionate end-of-life care. As part of Empath Health, we help those living with advanced illness find comfort, dignity, and meaning, while supporting their families and caregivers with guidance and care every step of the way.

What you'll do:

• Provides for optimum access to Empath Health Care Continuum via telephone, website, fax and walk-in inquiries. Articulates information and education regarding programs and services in a customized manner appropriate to the individual customer.
• Facilitates appointments through effective triage using Care Navigation protocol to the program that best meets the patient's needs.
• Works effectively with patients/families, community providers and team members to ensure all necessary information for accurate and complete referrals is received and inputted into patient's electronic medical record (EMR) consistently, accurately and in real time.
• Able to provide contact information for Hospices located outside of Empath Health service areas as appropriate.
• Maintains patient and family confidentiality at all times while allaying fears and concerns through calm, empathetic and compassionate listening skills.

Why join Empath Health?

• Earn competitive pay: Your skills and contributions are recognized and rewarded.
• Benefits & wellness: Medical, dental, vision, life insurance, retirement with company match, plus wellness programs to support your mind and body.
• Industry-leading PTO: 5+ weeks to rest, recharge, and live your Full Life.
• Grow your career: CEU support, tuition reimbursement, and advancement opportunities.
• Make a difference: Join a mission-driven team dedicated to kindness, compassion, and Full Life Care for All.

What you'll need:

• Education and/or experience: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Excellent verbal and written communication skills with patients/families, providers, direct co-workers and peers. Bilingual preferred.
• Excellent multi-tasking and critical thinking skills.
• Knowledge of Microsoft Office products (MS Outlook, Word, Excel). Home Care Home Base preferred. Excellent typing and computer input skills.
• Knowledge of HIPAA compliance regulations.
• Basic knowledge of non-hospice related healthcare and community resources, medical terminology and healthcare reimbursement.
• Expected to assist (within reason) if Care Navigation coverage is needed outside of a normal shift.

What you'll find at Empath Health Unified in empathy, we serve our communities through extraordinary Full Life Care for All.

Empath Health is a not-for-profit healthcare organization providing Full Life Care through a connected network of services across Florida, including hospice, home health, grief care, geriatric primary care, elder care (PACE), HIV and sexual health (EPIC), and dementia support.

Full Life Care means caring for the whole person, body, mind, and spirit, with empathy and dignity. Our care goes beyond medicine to help people feel seen, supported, and valued at every stage of life.

At Empath Health, you'll find purpose, partnership, and possibility in a culture where compassion drives excellence and every team member helps make life's journey more meaningful.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.