Weekend Support Agent

Reserve Care (formerly Hospice of the Western Reserve) provides expert hospice, palliative, and grief support across an 11‑county area in Northern Ohio. This position is part of a 24/7/365 Contact Support Center that serves as the first point of contact for prospective patients, families, physicians, clinical field staff, and bereavement services. The center uses a standardized, team‑based approach to triage inbound calls, manage referrals, and coordinate care across the organization.

Responsibilities

• Serve as the first point of contact for families, hospital staff, nurses, pharmacies, patients, and providers in a fast‑paced inbound environment.
• Triage inbound calls for multiple facilities and assess clinical needs via phone.
• Perform initial screening of patient signs and symptoms; collaborate with physicians’ care teams and the interdisciplinary team.
• Guide callers to appropriate resources and facilitate interactions for care and well‑being.
• Document patient information accurately in the agency’s EMR (Suncoast preferred) and associated computer systems.
• Relay updated or new provider contact information to staff and management.
• Meet individual goals for call quality, handle time, ready‑status adherence, and reliability.
• Educate families on available services, coverage, eligibility, billing, and policy changes.
• Provide empathetic direction and achieve positive Net Promoter Survey scores.
• Process referrals: manage bed assignments, ECIN, DocuSign, doctor approvals, and electronic mailbox.
• Transfer calls to clinical agents as needed.
• Respond to inquiries via phone, live chat, voicemail, and email; make outbound calls to families and doctors to coordinate visits and care.
• Obtain approvals and documentation before sending to dispatch; manage assigned tasks with strong organization.

Qualifications

• Knowledge of hospice and palliative care preferred.
• 2–4 years of support/office experience in a medical setting.
• Medical terminology preferred.
• Superior written and verbal communication skills.
• Genuine desire to help people resolve problems and obtain needed information.
• 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.
• Comfortable with prolonged telephone use and prolonged sitting.
• Proficiency with computers; familiarity with EMR systems and practices (Suncoast preferred).
• Customer focus and adaptability to different personality types.
• Ability to multitask, set priorities, and manage time effectively.
• Ability to listen, type, and update records simultaneously.
• Demonstrate excellence and strong empathic phone/verbal communication with active listening skills.

Mental Demands

• High concentration and attentiveness.
• High‑level decision making.
• Respond to unpredictability.
• Detailed record keeping.
• Great listening skills.
• Independent judgment and discretion.
• High levels of organization and prioritizing.
• Manage multiple tasks without becoming flustered.
• Read, follow, and comprehend instructions and work orders.
• Relate to others with compassion for all parties involved.

Benefits

• Total Rewards Package including retirement, health, dental, and vision insurance.
• Voluntary benefits and corporate discounts.
• Tuition assistance.

Conditions of Employment

• Compliance with Annual Flu Shot Policy or ability to provide exemption documentation.
• Active auto insurance policy as a licensed driver in Ohio with required coverage.
• Active driver’s license.
• Proof of eligibility to work in the United States.
• High level of integrity, ethics, and professionalism.

Physical Demands

The physical demands described are representative of those required to perform essential functions; reasonable accommodations may be made for individuals with disabilities.

Schedule

Shift schedule varies.