Customer Service - Telecaring

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Background: Established in 1893, Visiting Nurse Service of New York (VNSNY) is the nation’s largest not-for-profit community-based health system in the United States, providing home health care services in the five boroughs of New York City and Nassau and Westchester counties.

VNSNY Hospice and Palliative Care provides proactive symptom management to individuals in advanced stages of illness. Our Care Teams work together with the patient, family and the patient’s physician to: improve quality of life; relieve physical, emotional and spiritual distress; provide an individual plan of care; and give support to family members. Service areas include the five boroughs of New York City.

Position Description

TheTelecaring Volunteer will function as a member of the Hospice and Palliative Care Program reporting to a Hospice administrative and/or clinical staff person. The primary function of the Telecaring Volunteer is to provide caring, proactive support and excellent service to our patients, families and caregivers.

Tasks Include:

• Making friendly, supportive phone calls to patients/families
• Entering brief call summaries into the Electronic Medical Record
• Building a rapport with patients, families and caregivers
• Referring issues to appropriate team members

Benefits to the Volunteer:

• Be part of a team!
• Help support high quality end-of-life care, offering dignity, choice and compassion to those dealing with advanced illness
• Connect directly with patients, families, caregivers and staff
• Increase knowledge of and familiarity with hospice care, interdisciplinary team members, the healthcare industry, customer service techniques and use of Electronic Medical Records (EMRs)