Compassionate Care Services Specialist

Ohio; Dayton (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Ohio's Hospice in Dayton, OH is seeking a Care Services Representative. This full-time, in-person role serves as the first point of contact for patients, families, physicians, referral partners, and teammates.

You will provide compassionate customer service, gather information, route calls to the right clinician or team, and document interactions. Responsibilities include handling calls, routing to schedulers or nurses, and ensuring timely follow-up while maintaining confidentiality.

Qualifications

• High school diploma or GED required.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with compassion and professionalism.
• Strong organizational skills and attention to detail.
• Ability to multitask and work across multiple systems.
• Proficiency with computers, EMRs, phone systems, and communication 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 compassionately.
• Gather accurate information and connect callers with the appropriate clinician, scheduler, triage nurse, department, or team member.
• Provide information about Ohio's Hospice services and programs.
• Accurately document call details in designated systems.
• Process messages efficiently and ensure timely follow-up.
• Identify and escalate urgent or time-sensitive concerns per procedures.
• Monitor call queues and support service-level goals.
• Help callers navigate organizational resources and services.
• Maintain professionalism and confidentiality in all interactions.
• Participate in team meetings, training, and quality improvement initiatives.
• Assist with other departmental responsibilities and projects as needed.

Skills

Customer service

Empathy

Multitasking

Technology proficiency

Confidentiality

Education

High school diploma or GED

Tools

Electronic medical records

Phone systems

Communication platforms

Job description

Ohio's Hospice in Dayton, OH is seeking a Care Services Representative. This full-time, in-person role serves as the first point of contact for patients, families, physicians, referral partners, and teammates.

You will provide compassionate customer service, gather information, route calls to the right clinician or team, and document interactions. Responsibilities include handling calls, routing to schedulers or nurses, and ensuring timely follow-up while maintaining confidentiality.