Support Agent

Description:

Hospice of the Western Reserve has provided palliative and end-of-life care, caregiver support, and bereavement services throughout Northern Ohio.  Our services have grown to meet the requirements of a diverse 11 county area.

Our core of our agency is the center of care.  This is a 24X7X365 a year Contact Support Center, which provides services including: all incoming calls from prospective patients and families, physicians, clinical field staff, bereavement services, and long-term patient care (Navigator).  This world class center is designed with highly trained, professional care takers to deliver a consistence, standardized method of providing care.

Duties and Responsibilities:

Support agents will be the first point of contact for those seeking hospice services.  This role provides patients, physicians, and hospital facilities with guidance through out the organization.  Critical responsibilities of the agent providing all patient and physicians an unparalleled experience and support in the following capacities: interacting with patients via the phone to assess their clinical needs and requirements and/or maintain their health, initial screening of patient signs and symptoms, acts in collaboration with physician’s care team, collaboration with trans disciplinary team, guides members towards and facilitate interaction with resources appropriate for care and well-being, utilizing resources available to uphold the population healthcare model, and any other questions or concerns.  Duties can be work on phone as well as administrative follow up’s duties to process a referral.

Training up to 8 weeks, 8a-4:30p Mon-Fri

Roles and responsibilities typical tasks, duties, and responsibilities.

• Answer the first call from families, hospital staff, nurses, pharmacies, patients, and providers in a fast-paced inbound environment.
• Triage inbound calls for multiple TeamHealth facilities.
• Responsible for accurate documentation of patient information in agency’s EMR and associated computer systems
• Relaying updated or new provider contact information to staff and management
• Upholds our support care standards by achieving individual goals on call quality, handle time , ready status in phone system adherence, and reliability.
• To help educate families of services available providing guidance of offerings at Hospice of the Western Reserve providing services and solutions to their questions regarding coverage, eligibility, billing, and policy changes.
• Provide helpful, empathetic direction for those individuals and families utilizing our services.
• Receive positive scores from Net Promoter Surveys on being helpful and resourceful for those utilizing services.
• Work administrative tasks to process a referral such as Bed assignments, ECIN, doc u sign, doctor approvals and electronic mailbox.
• Transfers calls to Clinical Agents as need be.
• Responding to incoming customer inquiries via phones, live chat, voicemail, or email.
• Making outbound calls to families and doctors to update and coordinate visits and care.
• Get needed approvals and documentation before sending to dispatch team, being very organized managing a designated assigned task.

Qualifications/Experience: 

• Knowledge of Hospice and palliative care preferred
• 2-4 years of support of office experience in medical setting
• Medical Terminology preferred
• Superior communication skills, both written and spoken
• Genuine desire to help people resolve problems and get the information they need.
• Excellent judgment and decision-making skills
• Ability to handle stress and conflict well
• Strong attention to detail, able to work in a team environment
• Ability to work with minimal direction and supervision
• Prolonged telephone use
• Prolonged sitting
• Proficiency with computers 
• Demonstrate excellence and strong empathic phone and verbal communication with active listening skills.
• Familiarity with EMR systems and practices (Suncoast preferred) 
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities and mange time effectively.
• Be able to listen, type and update records simultaneously.

Success Capabilities:

• Concentration/ Attentiveness
• High level of Decision Making
• Respond to unpredictability
• Detailed record keeping
• Great listening skills
• Independent Judgement and Discretion
• High levels of organization and prioritizing
• Manage multiple tasks without being flustered.
• Read, follow and Comprehend Instructions and work orders
• Relate to others, compassionate to all parties involved 

DETAILS:

• Total Rewards Package to include Retirement, Health, Dental, Vision, voluntary benefits and Corporate Discounts 
• Tuition Assistance
• Non-exempt role
• Technology Package 
• Protocols in place for wellbeing during COVID-19 

CONDITIONS OF EMPLOYMENT:

• Compliance to Annual Flu Shot Policy or ability to provide exemption documentation
• Ability to provide proof of eligibility to work in the United States.
• High level of integrity, ethics and professionalism.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE: The responsibilities of this position are described above, and they may be subject to change at any time due to reasonable accommodations or other reasons. Also, this description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Applicants who may need reasonable accommodations to complete the application process may contact: 

Careers at Hospice of the Western Reserve

17876 St. Clair Ave. 

Cleveland, OH 44114

216.383.2222 or careers@hospicewr.org 

Hospice of the Western Reserve is an Equal Opportunity Employer and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply.