Care Services Representative

Hospice of Dayton, Inc.; Dayton (OH); On-site; USD 34,000 - 42,000; Full time

Job summary

Ohio's Hospice is seeking a Care Services Representative in Dayton, OH. You will be the compassionate voice welcoming 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. This full-time, in-person role emphasizes empathy, accurate information gathering, routing to clinicians or schedulers, and documenting

Qualifications

• High school diploma or GED required.
• Excellent verbal and written communication.
• Compassionate communication with patients and teammates.
• Strong organizational skills and attention to detail.
• Ability to multitask across multiple systems.
• Proficiency with EMR, phone systems, and tech platforms.
• Ability to maintain confidentiality and professionalism.

Responsibilities

• 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 clinicians, schedulers, triage nurses, department, or team members.
• 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.

Skills

Communication

Interpersonal skills

Organizational skills

Multitasking

Tech proficiency

Education

High school diploma or GED

Tools

Electronic Medical Records (EMR)

Phone systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Care Services Representative

Full Time Supporting Dayton, OH, US

3 days ago Requisition ID: 5509

Care Services Representative

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

Join Our Mission

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.

What You'll Do

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.

What We're Looking For

Required Qualifications

• 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.

Preferred Qualifications

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

What Makes You Successful

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.

Why Ohio's Hospice?

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.