Florida, Tampa-St. Petersburg-Cl
Maintains excellence in customer service by being caring, compassionate and responsive to the needs of patients, families and community agencies. Keeps patient/family centered services and caring at the forefront; exceeding customer expectations. Responsible for coordinating service/referral calls, contacting and visiting patients/families to facilitate access to Hospice programs/services and providing community outreach. The Program Advisor will be going to facilities Thursday through Monday from 9: 30 - 6: 30PM. This position could require going to more than one facility (Hospital) during the week, from Clearwater/Largo to Saint Petersburg.
o Extensive customer service experience
o .Excellent verbal and written communication skills.
o Knowledge of medical terminology highly preferred.
o Computer key board and input skills.
o Knowledge of Hospice services and programs helpful.
o Basic knowledge of reimbursement.
o Working knowledge of community resources.
o Ability to listen, assess client needs and make referrals as appropriate.
o Possess appropriate license and vehicle for travel needed to perform the job responsibilities.
o Provides for optimum access to Hospice programs and services.
o Responds to customer concerns in a professional manner that supports Hospice' s customer service goals of showing compassion, concern, respect and care for the individual.
o Creates systems that support rapid response to patients and families.
o Facilitates access to the Hospice service/program that best meets the patient/family' s needs through concerned and compassionate listening and assessment skills. Transforms an inquiry into a referral and consult/admission to a hospice program
o Possess the skills to conduct personal interviews in person with the goal of support, access to services, access to resources, and/or any program assistance.
o Successfully convert the majority of customers requesting service into participants in hospice programs.
o Articulates information and education regarding programs and services in a manner appropriate for that consumer and advocates for patients by obtaining physician referrals, as indicated or appropriate.
o Has good knowledge of community resources and is able to assist patient/families and community agencies in obtaining assistance not offered by Hospice. Has access to and provides information regarding Hospice services in other areas around the country.
o Provides for a comfortable and supportive atmosphere to persons who arrive on site seeking information, support and assistance with program referrals.
Maintains and continually builds rapport and trust with our community partners, community agencies, physicians, hospitals, and nursing homes.
Keeps accurate, concise documentation with attention to detail and follow-up as indicated.
Completes all required documentation for registration/admission visit.
Is able to anticipate problems before they become complaints and/or resolve complaints effectively, considering every comment or complaint as an opportunity to learn and to prevent the same problem from arising again.