hospice operator | Torchora

title: "Job Specification: Hospice Operator (Patient & Family Support Coordinator)"
salary: $18 - $26 per hour
categories: [Healthcare, Administrative, Patient Support, Hospice Care, Customer Service]
description: A comprehensive overview of the key responsibilities, required technical skills and professional background for the role of a "Job Specification: Hospice Operator (Patient & Family Support Coordinator)".

🎯 Role Definition

The Hospice Operator serves as the compassionate and organized hub of our patient and family communication network. This role is the critical first point of contact, providing a calm, supportive, and reassuring voice to those navigating the challenges of a life-limiting illness. More than just answering phones, the Operator is a skilled listener, a rapid problem-solver, and a vital link connecting patients and their loved ones with the clinical care team. This position requires a unique blend of empathy, efficiency, and resilience to ensure that every request is handled with the dignity and urgency it deserves, directly impacting the quality and responsiveness of our end-of-life care services.

📈 Career Progression

Typical Career Path

Entry Point From:

Medical Receptionist or Patient Service Representative
Certified Nursing Assistant (CNA) or Medical Assistant (MA)
Healthcare Call Center Agent
Unit Secretary or Hospital Ward Clerk

Advancement To:

Hospice Team Coordinator or Lead Operator
Intake and Admissions Coordinator
Patient Care Coordinator
Volunteer or Bereavement Services Coordinator

Lateral Moves:

Medical Records Technician
DME (Durable Medical Equipment) Coordinator
Centralized Scheduler

Core Responsibilities

Primary Functions

Serve as the primary point of contact for all incoming telephonic communications, compassionately managing a high volume of calls from patients, family members, caregivers, physicians, and long-term care facilities.
Skillfully triage incoming calls based on established clinical protocols to accurately assess the urgency of patient needs, differentiating between routine requests and emergent situations requiring immediate clinical intervention.
Provide empathetic listening and immediate emotional support to distressed or grieving callers, demonstrating patience and a calm demeanor in often difficult and emotionally charged conversations.
Accurately and efficiently dispatch appropriate clinical staff, including RN Case Managers, LPNs, and Hospice Aides, based on the triaged need and geographical location, ensuring a timely response.
Meticulously document all calls, patient interactions, and subsequent actions taken in the Electronic Medical Record (EMR) system with a high degree of accuracy and attention to detail, maintaining a comprehensive patient communication log.
Clearly and concisely communicate patient needs, symptom changes, and family concerns to the appropriate Interdisciplinary Group (IDG) members, ensuring continuity of care.
Facilitate coordination with external partners, such as pharmacies for medication refills and durable medical equipment (DME) companies for equipment orders or repairs, acting as a liaison for the patient.
Manage and maintain the on-call schedules for clinical staff, ensuring that assignments are clear, up-to-date, and readily accessible for after-hours dispatch.
Proactively make outbound calls to patients and families for follow-up, to confirm scheduled visits, or to convey information from the clinical team as directed.
Educate callers by providing clear, accurate information regarding hospice services, visit schedules, and the roles of different team members, while carefully avoiding the provision of clinical advice.
Handle sensitive patient information with the utmost confidentiality and discretion, strictly adhering to all HIPAA regulations and organizational privacy policies.
De-escalate situations with upset or anxious callers by using active listening and problem-solving skills to address their concerns and provide reassurance.
Receive and process new patient referral information, ensuring all necessary demographic and initial clinical data is collected accurately for the intake department.
Manage incoming faxes and electronic communications, sorting and routing them to the correct departments or patient charts in a timely manner.
Assist in ordering and coordinating the delivery of medical supplies and prescriptions needed for patient comfort at their place of residence.
Monitor alarm systems and emergency alerts, responding immediately according to established emergency procedures to ensure patient and staff safety.
Provide clear and concise reports to the oncoming shift operator, ensuring a seamless and informed transition of any pending issues or high-priority patient situations.
Respond to inquiries about bereavement services and community resources, guiding families to the appropriate support systems available through the hospice.
Maintain a working knowledge of all hospice programs and services to answer general questions and route specialized inquiries effectively.
Support the clinical team by performing administrative tasks such as updating patient demographics, verifying contact information, and managing communication preferences.

Secondary Functions

Assist with compiling daily or weekly call log reports to identify trends in patient needs and call volume for operational review.
Participate in quality improvement initiatives by providing frontline feedback on communication workflows, triage protocols, and documentation processes.
Collaborate with the Volunteer Coordinator to handle inquiries from potential volunteers and route them appropriately.
Engage actively in team meetings and ongoing training sessions to maintain up-to-date knowledge of hospice services, policies, and best practices in patient communication.

Required Skills & Competencies

Hard Skills (Technical)

EMR/EHR Systems Proficiency: Experience navigating and documenting within electronic medical records systems (e.g., Homecare Homebase, Epic, Cerner).
Medical Terminology: Solid understanding of common medical terms, diagnoses, and medications related to hospice and palliative care.
Multi-line Phone System Operation: Skill in managing multiple incoming calls, placing calls on hold, and transferring to appropriate extensions.
HIPAA Regulations: Deep knowledge of patient privacy laws and ability to apply them in all communications.
Computer Proficiency & Typing Speed: Proficient with Microsoft Office Suite (Word, Outlook) and the ability to type quickly and accurately (e.g., 40+ WPM).
Triage Protocol Application: Ability to learn and strictly follow established questioning and decision-making protocols.
Scheduling Software: Familiarity with using software to view and manage staff schedules and patient appointments.

Soft Skills

Empathy & Compassion: A genuine ability to connect with individuals in distress and show warmth and understanding.
Exceptional Verbal Communication & Active Listening: The ability to speak clearly and listen carefully to understand the core need behind a caller's words.
Stress Tolerance & Resilience: Capacity to remain calm, professional, and effective while handling high-pressure, emotional situations.
Critical Thinking & Problem-Solving: Aptitude for quickly assessing situations, identifying key issues, and finding logical solutions.
Patience and De-escalation Skills: The ability to patiently work through complex issues with anxious or upset individuals and guide conversations to a calm resolution.
Meticulous Attention to Detail: A commitment to accuracy in documentation, message-taking, and data entry.
Strong Organizational & Multitasking Abilities: Proven ability to manage multiple competing priorities simultaneously, such as documenting a call while listening for new incoming lines.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's Degree in a healthcare-related field.
Completion of a Certified Nursing Assistant (CNA), Medical Assistant (MA), or similar vocational program.

Relevant Fields of Study:

Healthcare Administration
Health Information Management
Social Work

Experience Requirements

Typical Experience Range:

2-3 years of experience in a customer-facing role within a healthcare setting, such as a hospital, busy medical practice, home health agency, or healthcare call center.

Preferred:

Direct experience in a hospice, palliative care, or oncology environment is highly desirable.
Prior experience in a role requiring telephone triage or dispatch is strongly preferred.