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Job Description:

Position Summary:

The Palliative Support Specialist is the first-line operations hub for the palliative care team. This role manages intake and scheduling, payer/benefit verification, non-clinical order and DME coordination, health-information and consent workflows, cross-team communications, and basic operational reporting so clinicians can focus on care. This is an administrative, non-licensed position.

Hours / Schedule: Part-time

Minimum Qualifications:

• High school diploma required; associate’s degree preferred.

• 1+ year in healthcare operations/medical office, palliative/hospice preferred.

• Strong customer service and phone etiquette; accurate data entry; basic spreadsheet/reporting skills; ability to manage multiple queues; sound judgment in routing/escalation.

• Familiarity with EMR, e-signature, payer eligibility, and collaboration tools (training provided).

• Licensure/Certification: None required; this is a non-licensed role.

Key Responsibilities:

• Front-Line Access & Scheduling Serve as the first point of contact for patients/families; manage calls and messages, resolve routine needs, and coordinate appointments with the appropriate provider and location.

• Referral Intake & Chart Setup Monitor incoming referrals from designated channels; create/maintain patient records in the EMR and ensure required documentation is captured and filed accurately.

• Eligibility & Benefits Support Complete insurance eligibility/benefit checks and document results; collaborate with revenue cycle on payer requirements and authorizations as directed.

• Non-Clinical Orders & DME Coordination Prepare and route order packets for signatures through approved tools; coordinate with internal/external partners for service and equipment fulfillment; track status and follow-up to closure (no clinical selection or substitution).

• Health Information & Consent Administration Support record requests, consents, and disclosures in accordance with policy; ensure privacy, accuracy, and timely transfer of information between care settings.

• Communication & Team Collaboration Maintain clear, timely updates in shared workspaces (e.g., Teams) to support handoffs among clinical, sales, and leadership teams; escalate barriers and exceptions promptly.

• Operational Tracking & Reporting Maintain standardized logs (e.g., daily referral/EOD summaries, pending lists) and update designated data fields to support routine reporting, throughput visibility, and audits.

• Compliance & Quality Standards Adhere to HIPAA, state/federal, accrediting-body, and internal policy requirements; participate in simple chart checks and process improvements as assigned.

• Other Administrative Duties Provide general office support, coverage for peers, and assist with testing or updates to approved systems and workflows.

Affinity Hospice is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.