Support Agent

Hospice of the Western Reserve•Cleveland, OH

16h

About The Position

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 24/7/365 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.

Requirements

2-4 years of support of office experience in medical setting
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.
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.
Compliance to Annual Flu Shot Policy or ability to provide exemption documentation
Provide an active auto insurance policy as a licensed driver in the State of Ohio with the proper level of coverage as directed
Provide an active driver’s license
Ability to provide proof of eligibility to work in the United States.
High level of integrity, ethics and professionalism.
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

Nice To Haves

Knowledge of Hospice and palliative care preferred
Medical Terminology preferred
Familiarity with EMR systems and practices (Suncoast preferred)

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.