Care Services Representative

Ohio's Hospice – Dayton, OH
Job Type: Full-Time | In Person
Schedule: Monday–Friday, 8:00 AM–6:00 PM

Are you passionate about helping people and providing exceptional customer service? Ohio's Hospice is looking for a compassionate, dependable, and professional Care Services Representative to join our Care Coordination Center in Dayton, Ohio.

As a Care Services Representative, you will serve as one of the first points of contact for patients, families, physicians, referral partners, and other callers. You will play an important role in connecting individuals with the information, resources, and support they need.

This is an opportunity to use your communication and customer service skills in a meaningful way while supporting a mission-driven healthcare organization.

Key Responsibilities

• Answer incoming calls promptly and professionally, providing compassionate customer service.
• Serve as the first point of contact for patients, families, healthcare professionals, and community partners.
• Gather accurate information and direct callers to the appropriate clinician, scheduler, triage nurse, department, or team member.
• Provide general information about Ohio's Hospice services and programs.
• Document calls, messages, and other relevant information accurately in designated computer systems.
• Ensure messages are communicated and routed for timely follow-up.
• Recognize urgent or time-sensitive concerns and escalate them according to established procedures.
• Monitor call queues and help maintain established service and response standards.
• Assist callers with navigating organizational resources and services.
• Maintain confidentiality and professionalism in all communications.
• Participate in team meetings, training, and ongoing quality improvement efforts.
• Perform additional departmental duties as needed.

Qualifications

Required:

• High school diploma or GED.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to communicate with compassion, patience, and professionalism.
• Strong organizational skills and attention to detail.
• Ability to multitask and work effectively in a fast-paced environment.
• Comfortable using computers, multiple software programs, phone systems, and communication platforms.
• Ability to handle confidential information appropriately.

Preferred:

• Associate degree.
• Two or more years of experience in customer service, healthcare, call center operations, patient services, or a related field.
• Experience working with electronic medical records or healthcare communication systems.

What We're Looking For

The ideal candidate is someone who:

• Enjoys helping others and providing outstanding customer service.
• Demonstrates empathy and patience when speaking with patients and families.
• Remains calm, professional, and organized during busy periods.
• Communicates clearly and effectively with a variety of individuals.
• Is dependable, detail-oriented, and accountable.
• Works well independently and as part of a team.
• Can balance multiple calls, responsibilities, and computer systems while maintaining accuracy.

Why Join Ohio's Hospice?

At Ohio's Hospice, our mission is to celebrate the lives of those we have the privilege of serving. Every interaction is an opportunity to make a meaningful difference.

As a Care Services Representative, you will be part of a supportive team that helps patients and families navigate important moments with compassion, care, and guidance.

If you enjoy helping people, have a passion for customer service, and want a career where your work truly matters, we invite you to apply and become part of the Ohio's Hospice team!