Patient Advocate / Customer Service Representative

Reports to: Director of Marketing

Location: Arlington, Texas

Employment Type: Full-Time

Position Summary

The Patient Advocate serves as a compassionate and knowledgeable resource for patients, families, and healthcare facilities throughout the hospice admission process. This individual will meet with patients and their loved ones to explain the hospice benefit, answer questions, assist with completing admission consents, and provide ongoing support and communication.

This is a facility-focused position that serves as a liaison between patient care facilities, patients and families, and the hospice care team. The ideal candidate is compassionate, organized, customer-service oriented, and comfortable discussing sensitive healthcare and end-of-life topics.

Essential Duties and Responsibilities

· Meet with patients and families to explain hospice services and the hospice benefit.

· Provide compassionate support and answer questions from patients, families, and loved ones throughout the admission process.

· Assist patients and authorized family members with completing hospice consents and related admission documentation.

· Serve as a liaison between patient care facilities and the hospice team.

· Build and maintain positive working relationships with facility staff and other healthcare partners.

· Communicate patient and family needs, questions, and concerns to the appropriate members of the hospice care team.

· Maintain required facility binder documentation and ensure materials are current and organized.

· Conduct regular visits to assigned facilities as needed.

· Provide exceptional customer service to patients, families, facility staff, and internal team members.

· Maintain confidentiality and handle sensitive patient information appropriately.

· Assist with other patient advocacy and customer service responsibilities as assigned.

Qualifications Required

· Excellent communication and interpersonal skills.

· Strong customer service and relationship-building abilities.

· Compassionate and professional approach when working with patients and families.

· Ability to discuss sensitive and emotional healthcare topics with empathy.

· Strong organizational skills and attention to detail.

· Ability to work independently and manage responsibilities across multiple facilities.

· Reliable transportation and ability to travel locally to assigned facilities.

Preferred

· Previous hospice, home health, healthcare, or patient advocacy experience.

· Experience working directly with patients and families in a healthcare setting.

· Certification, education, or coursework in one of the following areas:

• Social Work
• Psychology
• Sociology
• Women's Studies
• Nursing or healthcare-related fields
• Current or previous LVN/LPN experience is a plus.

Ideal Candidate

The ideal candidate has a passion for helping others and understands the importance of providing compassionate support to patients and families during a difficult time. They are comfortable working in healthcare facilities, communicating with multiple stakeholders, and serving as a trusted resource throughout the hospice admission process.

This individual should be personable, dependable, organized, and able to balance administrative responsibilities with meaningful, face-to-face interactions with patients and families.

Physical Requirements / Working Conditions

This role requires prolonged periods of walking, standing, and driving. The clinician must be able to lift, position, and transfer patients; lift supplies and equipment; and perform physical activities such as stooping, kneeling, and reaching. Visual and auditory acuity are essential for patient assessment and communication. Must be able to work in a variety of settings including patient homes, assisted living, and remote environments.