Support Services Clerk Hospice

Job Description

Job Description

Hospice of Havasu has been the only not-for-profit hospice care provider serving Lake Havasu and Bullhead City since 1982. Our team is made up of compassionate, skilled professionals who are dedicated to excellence, value collaboration, and contribute every day to our mission of delivering care and compassion with dignity.

We offer a supportive, team-oriented environment where employees enjoy strong leadership, flexibility, autonomy, and the opportunity to do meaningful, rewarding work.

Join us and make a difference — apply today!

General Job Summary

The Support Services Clerk provides front office, clerical, and medical record support to ensure smooth daily operations at Hospice of Havasu. This position serves as the first point of contact for callers and visitors, delivers exceptional customer service, and ensures patient medical records are processed, maintained, and stored in compliance with regulatory, ethical, and legal standards. The role requires strong communication, organization, attention to detail, teamwork, and computer skills. The Support Services Clerk must also be able to explain hospice programs and services clearly and compassionately to walk-ins and callers from the general public.

Essential Functions

 Provide a warm, professional, and compassionate welcome to visitors, patients, families, and the public, ensuring a positive first impression of Hospice of Havasu.

 Operate a multi-line phone system; route calls and messages accurately and promptly.

 Provide clear, accurate, and compassionate explanations of Hospice of Havasu programs, services, and processes to walk-ins and callers.

 Monitor visitor access and ensure confidentiality and security in clinical areas.

 Accept and process donations following agency procedures.

 Perform general office tasks such as mail handling, copying, scanning, filing, etc.

 Perform data entry and maintain records using agency software systems and Microsoft Office applications.

 Utilize strong computer skills to manage databases, reports, and document preparation.

 Support internal communication and assist with administrative projects as assigned.

 Maintain and secure patient medical records in compliance with federal, state, and agency standards.

 Process new admissions, discharges, and patient transfers; ensure timely and accurate record updates.

 Review records for completeness, accuracy, and regulatory compliance.

 File, retrieve, and track medical records (electronic and paper); log movement and maintain confidentiality at all times.

 Coordinate with Admissions Coordinator and clinical staff to ensure smooth patient intake and documentation flow.

 Manage time-sensitive documentation such as IDT (Interdisciplinary Team) paperwork.

 Provide courier and document delivery support as needed.

 Collaborate and communicate effectively with team members to ensure smooth operations.

 Attend all required meetings and in-services.

 Maintain patient confidentiality and practice workplace safety at all times.

JOB REQUIREMENTS AND QUALIFICATIONS

Education:

 High School Graduate or GED Certificate.

Training Requirements: (Credentials, licenses or certificates)

Experience:

 Entry level experience.

 One year of experience in which telephones, data entry and clerical work preferred.

Knowledge Requirements:

 Hospice Philosophy of care preferred.

 General office concepts, practices and procedures.

 Operation of main multi-line telephone system preferred.

 Computer literate in Microsoft Office Applications.

 Medical terminology preferred.

 Patient’s Rights.

 Safety in the workplace.

 Customer service principles.

 Knowledge and support of agency’s safety and OSHA policies.

 Understanding of HIPAA Privacy Standards and related agency policies.

 Demonstrated understanding and compliance with agency policies, including but not limited to documentation, continuing education, work schedules and required HR documents.

Skills and Ability:

 Structure and content of English language including the meaning and spelling of words, alphabetization, rules of composition and grammar.

 Calculate general math computations.

 Type 35 wpm with 90% accuracy.

 Data entry 20 wpm with 90% accuracy.

 Ability to draft memorandum correspondences, reports and other documents with accuracy, completeness; time sensitive data entry, and perform research on internet.

 Operate various office machines such as photocopiers, scanners and faxes.

 Establish priorities and meet deadlines.

 Utilize proper body mechanics and safe working techniques.

Demonstrated Behavioral Competencies:

 Cope with multiple losses, manage stress in a health way.

 Work with diverse social and economic situations without imposing own values.

 Maintain professional boundaries with patients, families, community and staff.

 Sensitivity to others.

 Sensitivity to confidential matters.

 Maintain cultural competency and humility.

 Acceptance of diversity.

 Ethical and honest.

 Self-Management with minimal supervision.

 Relate effectively with patients, physicians, vendors, community and institutions etc.

Special Requirements:

 Ability to operate a motorized vehicle and is auto insurable with minimum coverage as follows: $100,000 bodily injury per person, $300,000 bodily injury per accident and $50,000 property damage and have reliable transportation for work in the community and surrounding areas.

 Ability to travel with-in the agency’s service area of 1.5 hours distance to/from the home office. Other travel may include occasional overnight trips to attend conferences etc.

 On-call hours may be assigned to include nights, holidays and weekends. Hours may be flexible.

 Participate in and complete all continuing education activities as assigned in a timely manner.

 Follow all State of Arizona laws for Mandatory Reporting.

 Adhere to Hospice of Havasu’s Standards of Behavior.

This job description is not an employment contract. Hospice of Havasu may exercise its at-will rights at any time. The above declarations are not intended to be an all-inclusive list of the duties, responsibilities, skills, and/or abilities to perform the job. Rather they are intended only to describe the general nature of the job. Hospice of Havasu reserves the right to modify job duties or job descriptions at any time. Nothing in this job description restricts managements’ rights to assign or reassign duties and responsibilities to this job.

Hospice of Havasu is an EOE/ADA Reasonable Accommodation Employer