Customer Relations Specialist

Overview

Join Our Team as a Customer Relations Specialist

Working Hours/Shifts: Full-Time | Schedule: 11am-8pm, Monday through Friday; every 4th weekend rotation

Work Location: In-Person | Columbia, SC

Join Agape Care Group and become the welcoming voice, trusted resource, and critical connection between patients, families, referral partners, and the compassionate care our organization provides. As a Customer Relations & Intake Specialist, you'll play an essential role in helping individuals and families access hospice and supportive services during some of life's most important and vulnerable moments. From the first phone call to coordinating referrals and supporting timely admissions, your professionalism, empathy, attention to detail, and ability to connect people with the right resources can make an extraordinary difference.

This is more than an administrative role-it's an opportunity to help ensure that patients receive the right care, at the right time, with compassion and dignity at every step.

What You'll Do

As a Customer Relations & Intake Specialist, you will be an integral member of our Customer Relations team and will:

Be the First Trusted Connection

• Serve as a professional, compassionate, and responsive point of contact for patients, families, caregivers, physicians, referral sources, and community partners.
• Receive and manage incoming patient referrals while creating a welcoming and supportive experience.
• Answer questions about agency services, programs, eligibility, and available community resources.
• Communicate clearly and compassionately with individuals navigating serious illness and end-of-life care.
• Help patients and families understand available services and guide them through the referral and admission process.

Coordinate Referrals & Support Timely Admissions

• Receive, interpret, document, and process patient referrals accurately and efficiently.
• Work closely with Customer Relations, Clinical, Sales, and operational teams to coordinate referral activity.
• Ensure referral information is complete, accurate, and communicated promptly to the appropriate team members.
• Monitor pending referrals and identify opportunities to help convert referrals into admissions.
• Support timely notification of supervisors and clinical teams to facilitate appropriate scheduling and start-of-care visits.
• Maintain organized systems that support efficient referral processing and continuity of care.

Deliver Exceptional Customer Service

• Respond promptly and professionally to internal and external customer needs.
• Build positive relationships with referral sources, physicians, patients, families, and agency team members.
• Demonstrate patience, empathy, professionalism, and sound judgment during sensitive or emotionally challenging conversations.
• Help resolve concerns and communicate issues requiring additional attention to leadership.
• Promote a consistent, high-quality customer experience that reflects the mission and values of Agape Care Group.

Maintain Accuracy, Compliance & Organization

• Enter and maintain referral information accurately and timely in the electronic medical record and company systems.
• Track referrals and maintain accurate documentation for reporting, trending, and operational follow-up.
• Protect patient privacy and confidentiality in accordance with HIPAA and agency policies.
• Maintain knowledge of applicable regulations, eligibility requirements, Medicare and Medicaid guidelines, and payer considerations.
• Follow established referral, documentation, communication, and infection-control policies.
• Assist with identifying opportunities to improve workflow, productivity, and referral coordination processes.

Work as One Team

• Collaborate with Clinical, Sales, Customer Relations, and leadership teams to support patient access and agency operations.
• Communicate referral updates, barriers, and urgent needs clearly and promptly.
• Participate in meetings, training, in-services, and professional development opportunities.
• Contribute to a respectful, cooperative, and team-oriented environment.
• Perform other duties as assigned to support the success of the department and agency.

Why You'll Love Being a Customer Relations & Intake Specialist

• Make a Meaningful First Impression: You may be the first person a patient or family speaks with when seeking hospice care. Your voice, compassion, and professionalism can provide reassurance during an overwhelming time.
• Every Conversation Matters: Your work directly helps connect patients with the services and support they need, making your role meaningful well beyond the phone call or referral record.
• Be Part of a Mission-Driven Team: Collaborate with clinical, sales, and operational professionals who share a commitment to serving patients and families with love.
• Use Your Strengths Every Day: This role is ideal for someone who enjoys communication, organization, problem-solving, relationship-building, and making sure important details never fall through the cracks.
• Support Care That Makes a Difference: By ensuring referrals are handled accurately and efficiently, you help create a smoother transition into care and a better experience for patients, families, and referral partners.

What Success Looks Like

You'll know you're making a difference when:

• Patients and families feel welcomed, respected, informed, and supported.
• Referrals are processed accurately, efficiently, and without unnecessary delays.
• Clinical and operational teams receive timely, complete information.
• Referral sources trust the agency to respond professionally and consistently.
• Pending referrals are actively managed and appropriate admission opportunities are identified.
• Documentation and data entry are accurate and completed on time.
• Communication is clear, compassionate, and solution-focused.
• You contribute to a culture of teamwork, accountability, professionalism, and exceptional service.

We're Offering Even More Great Benefits When You Join Our Team!

• Tuition Reimbursement
• Immediate Access to Paid Time Off
• Employee Referral Program Bonus Eligibility
• Matching 401K
• Annual Merit Increases
• Years of Service Award Bonuses
• Financial and Legal Assistance Program
• Mental Health and Counseling Programs
• Dental and Orthodontic Coverage
• Vision Insurance
• Health Care with Low Premiums
• $500 Matching Health Savings Account
• Short-term and Long-term Disability
• Access to Virtual Health & Wellness
• Fertility Assistance Program

About Agape Care Group
As a regional leader in hospice and palliative care, Agape Care Group proudly serves patients through its family of care providers - Agape Care South Carolina, Georgia Hospice Care, Hospice of the Carolina Foothills in North Carolina, and ACG Hospice in Alabama, Kansas, Louisiana, Missouri, Oklahoma, and Virginia. The company's employees are committed to serving with love those touched by an advanced illness, providing comfort and support through compassionate care and meaningful experiences. At any location within our company, you'll find a career that means something. You'll not only have the opportunity to use your skills to make a real difference, but you'll also be part of an inclusive, respectful work environment filled with peers who have answered the call to care for others.

Our Company Mission
Our mission is to serve with love, providing comfort and support through compassionate care and meaningful experiences. For our team members, these aren't empty words. In every interaction, no matter how big or small, we're dedicated to providing a superior experience for patients facing life-limiting illnesses and their families.

Essential Functions

#defacg

Qualifications

Education

• Associate degree preferred.
• Equivalent combination of education and relevant experience may be considered.

Experience

• At least 1 year of experience in a healthcare setting preferred or required based on agency standards.
• Experience in hospice, home health, hospital, physician office, healthcare intake, referral coordination, customer service, or medical administration is highly valued.
• Experience handling patient referrals, insurance information, medical records, or healthcare scheduling is preferred.

Skills & Qualities

• Exceptional interpersonal and customer service skills.
• Strong verbal and written communication abilities.
• Compassionate, professional, and comfortable communicating with patients, families, and referral partners.
• Knowledge of medical terminology required.
• Familiarity with Medicare, Medicaid, and third-party payer guidelines preferred.
• Strong organizational skills and exceptional attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong data entry and computer skills, including proficiency with Microsoft Office.
• Ability to problem-solve, exercise sound judgment, and resolve concerns professionally.
• Ability to work collaboratively with multiple departments.
• Dependable, responsive, and committed to providing an exceptional customer experience.
• Ability to receive feedback constructively and continuously improve performance.
• Ability to maintain confidentiality and protect sensitive patient information.

Transportation

• Reliable transportation.
• Valid driver's license.
• Proof of current auto insurance.

Physical & Environmental Requirements

• Ability to sit, stand, bend, lift, and move intermittently as required to perform essential job functions.
• Ability to lift at least 25 pounds.
• Ability to work effectively with individuals who may be ill, disabled, or facing end-of-life circumstances.
• Ability to read, write, and communicate effectively in English.
• Ability to meet applicable agency health-screening and employment requirements.
• This position rarely to never involves direct patient contact or hands-on patient care; therefore, the risk of exposure to blood or other potentially infectious materials is minimal.

We've worked hard to build a caring culture of integrity, communication, diversity, and positive experiences, and we'd love for you to join our team.

*Pay is determined by years of experience and location.