RESPONSIBILITIES:

1. Prioritize calls and see patients as needed using clinical knowledge and judgement
   1. Receives patient related calls. Ensure problem resolution at point of contact to the maximum extent possible.  Execute good decision making and set priorities.
   2. Provide home visits as needed for gathering patient information, treatment and support. Visits may include pronouncement of patient death and crisis management (in consultation with the Hospice Medical Director or Administrator as needed).
2. Work cohesively with interdisciplinary team members to meet/exceed customer needs and maximize efficiencies.
3. Utilize excellent customer care skills with internal and external customers, including using proper phone etiquette. Promote positive, respectful communication to all staff, referral sources, patients and families.
4. Maintain a current knowledge of Hospice, UR Medicine Homecare and community programs/services.
5. Make constructive recommendations to leadership team in regards to ways to improve general operations in call center and improve customer service.
6. Timely documentation of all after hours calls and visits including problem and intervention.
7. Attendance at quarterly joint staff meetings.
8. Responsible for the Key Performance Indicators (KPI’s) established by their manager.
9. Demonstrates ICARE values and qualities in every interaction both internally and externally.
10. Other duties as assigned

Equal Opportunity Employer