Hospice Operator/Customer Service Support

Responsible for providing accurate and courteous communication of messages and information to all internal and external customers. Screen and forward telephone calls and messages accurately to clinical staff in a courteous and timely manner. Accepts personal responsibility for carrying out the mission, values, and culture of The Elizabeth Hospice. Displays an ongoing commitment to excellence in customer service with internal and external customers. Completes approved data entry tasks and assignments.

The Elizabeth Hospice is San Diego's oldest non-profit hospice of 45 years. We are growing and looking for talented individuals to join our high performing team and support our mission. We serve all of San Diego county and south Riverside county with multiple hospice office locations.

Our Mission: To enhance the quality of life for those nearing the end of life's journey and for those who grieve.

Work Schedule: Monday through Friday, 10:00 a.m.-3:00 p.m or 11:30a.m.-5:00 p.m..

Salary: $17.00-$22.00 hourly Subject to experience and qualifications.

Work Location: Escondido, CA

Travel: May be required to travel from time to time to provide receptionist support at branch offices or to attend seminars, company events, or training.

Answers incoming telephone calls in a calm, courteous manner; uses critical thinking skills in order to identify the needs of the caller.
1. Responsible for non-medical triaging of Patient Service-related calls using the Operator/Patient Services Algorithm. Once need is determined, responsible for getting calls to the correct person/department through email, telephone call or call transfer.
2. Determines call priority and transfers and/or emails screened calls to appropriate staff.
3. Accurately documents all incoming calls into daily phone activity log and tallies results for monthly audit.
4. Reviews Answering Service logs daily and emails messages to staff as necessary.
5. Documents messages received in monthly audit.
6. Assists with assembling Patient Care Handbook and other admission materials.
7. Performs general clerical duties such as faxing, copying and scanning.
8. Acts as or provides back up support to the Front Desk Receptionist.
9. Assists with mail sorting ensuring that urgent correspondence and time-dated material is prioritized and distributed.
10. Assists with collection, weighing and postage to outgoing mail/parcels sent to domestic and international destinations.
11. Assists agency departments with clerical tasks.
12. Coordinates with Operator/Customer Service persons and others identified to ensure incoming calls and receptionist desk coverage is maintained during business hours.
13. Completes all approved data entry tasks and assignments.

1. High School diploma or equivalent.
2. 1 - 2 years' experience in clerical/office setting; Healthcare field preferred.
3. 1-2 years of switchboard experience required.
4. Bi-lingual (English/Spanish) skills preferred.
5. Possess strong phone etiquette, customer service skills including professionalism, active listening and speech clarity.
6. Ability to handle complaints and difficult situations.
7. Demonstrates proficiency in use of Microsoft Office programs; ability to learn new software applications.
8. Demonstrates ability to communicate effectively with staff, patients, physicians and community agencies.
9. Current Driver's license and proof of auto insurance.
10. Requires professionalism and experience to interface with all levels of management and personnel.

We place a high importance on our employees and reward staff in several ways such as:

• Competitive hospice industry compensation
• Benefits package with multiple plan offerings and generous employer contribution
• 401(k) Retirement plan with employer match
• Supportive work culture which encourages work life balance
• Substantial Paid Time Off, paid holidays & floating holiday
• Employee development program managed by in-house education department to support individualized orientation and professional growth needs.
• Tuition Reimbursement program
• Monthly mileage reimbursement
• Employee Referral Program

"The Elizabeth Hospice is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law."