Job Description

Care Services Representative

Location: Ohio's Hospice Care Coordination Center — Dayton, Ohio

Job Type: Full-Time, In Person

Schedule: Monday–Friday, 9:30 AM–6:00 PM

Join Our Mission

At Ohio's Hospice, every interaction matters. As a Care Services Representative, you’ll be an important first point of contact for patients, families, physicians, referral partners, vendors, and teammates.

In this role, you’ll provide compassionate, professional customer service while helping callers connect with the appropriate person, department, or resource. If you enjoy helping others, communicate with empathy, and thrive in a fast-paced environment, we’d love to hear from you.

What You’ll Do

• 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 according to established procedures.
• Monitor call queues and support established service-level goals.
• Help callers navigate organizational resources and services.
• Maintain professionalism and confidentiality in every interaction.
• Participate in team meetings, training, and continuous quality improvement initiatives.
• Assist with other departmental responsibilities and projects as needed.

What We’re Looking For

Required Qualifications

• High school diploma or GED.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to communicate with compassion and professionalism.
• Strong organizational skills and attention to detail.
• Ability to multitask and work efficiently across multiple systems.
• Proficiency with computers and technology, including electronic medical records, phone systems, and communication platforms.
• Ability to maintain confidentiality and professionalism in all interactions.

Preferred Qualifications

• Associate degree.
• Two or more years of experience in customer service, healthcare, call center, patient services, or a related field.

What Makes You Successful

The ideal candidate:

• Provides exceptional customer service with every interaction.
• Demonstrates compassion, patience, and professionalism.
• Maintains accuracy while working in a fast-paced environment.
• Communicates effectively with patients, families, healthcare professionals, and teammates.
• Works collaboratively as part of a team.
• Is dependable, accountable, and committed to service excellence.
• Remains calm and organized while managing multiple calls, tasks, and systems.

Why Ohio's Hospice?

When you join Ohio's Hospice, you become part of a mission-driven organization dedicated to celebrating the lives of those we have the privilege of serving.

Every phone call is an opportunity to provide comfort, support, and guidance during important moments in the lives of patients and their families. Your compassion, professionalism, and commitment to excellent service can make a meaningful difference every day.

If you’re looking for a rewarding career where your customer service skills and compassion can positively impact others, we encourage you to apply.