Customer Service Specialist - Bilingual preferred

Empath Health; Saint Petersburg (FL); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Benefits & Wellness

5+ weeks PTO

Career growth

Mission-driven team

Job summary

Suncoast Hospice, part of Empath Health, seeks a Care Navigator (Customer Service Specialist) to coordinate inquiries and provide prompt access within the Empath Health Network of Care. You will assist patients and families with compassion, triage requests, and input data into the EMR accurately.

The role emphasizes empathetic communication, confidentiality, and collaboration with clinicians to ensure seamless referrals across Florida. Schedule aligns with a Monday–Friday day shift.

Qualifications

• High school diploma or GED, or related experience.
• Excellent verbal and written communication; bilingual preferred.
• HIPAA regulations knowledge and basic healthcare terminology.
• Proficient with MS Office and typing accuracy.

Responsibilities

• Provide optimum access to care via phone, website, fax, and walk-in inquiries.
• Triage and coordinate appointments using navigation protocol.
• Ensure complete referrals and accurate EMR input in real time.
• Share information about hospice programs to patients and families.
• Maintain confidentiality with empathetic listening and support.

Skills

Communication skills

Multitasking

Critical thinking

Bilingual preferred

Education

High school diploma or GED

Tools

MS Outlook

MS Word

MS Excel

Home Care Home Base

Job description

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.

Schedule: Monday - Friday 10am – 6:30pm

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.

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.

Empath Health is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (\"ADA\"), and applicable state and local laws. It is Empath Health's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, Empath Health will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made Empath Health aware of his/her disability, unless doing so would cause an undue hardship to Empath Health. If you are an applicant and need a reasonable accommodation when applying for job opportunities within Empath Health or to request a reasonable accommodation to utilize Empath Health's online employment application, please contact [e-mail]. Workplace Discrimination is Illegal. For more information, please refer to this machine-readable PDF to Know Your Rights: Workplace Discrimination is Illegal. If viewing in HTML, please see Know Your Rights: Workplace Discrimination is Illegal in English or Know Your Rights: Workplace Discrimination is Illegal in Spanish.