Unsung Heroes of Hospice: The People Behind the Scenes at Gilchrist

When most people think of hospice care, they picture nurses, aides, and counselors at the bedside, offering compassion and comfort to patients and their families. These clinical team members are indeed the heart of hospice, but there’s another group whose impact is just as profound, even if it often happens behind the scenes.

From designing meaningful communications, to ensuring patients aren’t burdened with unnecessary bills, to helping families capture precious final memories, these non-clinical staff members keep Gilchrist running smoothly while upholding the same mission of compassion and care. Today, we shine the spotlight on three of Gilchrist’s “unsung heroes.”

Gregg Harrow – Creative Manager

After years in the for-profit software industry, Gregg was ready for a change.
“I have a lot of family in healthcare, and I wanted to get out of the bottom-line-focused corporate world,” he says. “Joining Gilchrist was a great opportunity to use my talents in a field that’s meaningful and supports the community.”

Eight years later, Gregg says the best part of his job is simple: the people.
“Everyone here is supportive, passionate, caring, and kind,” he explains. “People say you need to be a special kind of person to work in hospice care, and my colleagues truly are. That comes through in the care they provide every day.”

His understanding of hospice deepened when his own grandmother received Gilchrist care for dementia. What he thought would be her final days instead became some of her best.
“She stabilized and was eventually discharged from hospice,” Gregg recalls. “That experience proved to me that our work truly makes a positive impact—not just for patients, but for their families.”

Katie O’Marrah – Biller/Coder Manager

When Katie first joined Gilchrist as a biller, she was simply looking to use her new coding certification. What she found was a career with meaning.
“I take great pride in the important services we provide,” she says. “I’ve gained a much greater understanding of hospice care, and I share that knowledge whenever I can.”

Katie knows billing isn’t the first thing people think of when they picture hospice care, but her team plays a vital role in protecting families from stress at an already difficult time.
“Billing staff often serve as the last line of defense between a patient and an unwanted bill,” she explains. “We update insurance, make coding adjustments, and do everything we can to minimize the impact on families. Even though it’s behind the scenes, I see it as protecting their peace.”

What keeps her inspired? The same thing that inspires Gregg: the people.
“Having a team you can rely on makes all the difference. I know if I need help, there’s always someone I can count on,” Katie says.

Lauren Haynes – Digital Marketing Manager

For Lauren, the calling to hospice began with personal loss. “When I lost my mom at 20, I felt completely adrift,” she says. “Over time, I realized how misunderstood hospice is, and I wanted to help families through this incredibly hard time in any way I could.”

Lauren’s role allows her to connect with patients and families through storytelling, photography, and digital outreach. One of her most powerful memories is from a Salute to Service ceremony for a veteran patient. “The house was decorated red, white, and blue—like the Fourth of July, in February,” she recalls. “His entire family, down to the grandkids, was there. He was so overjoyed by the turnout. After the ceremony, his daughter asked if I could take family photos, knowing they didn’t have much time left together. I stayed as long as she needed. That’s what hospice is—savoring every moment you can.”

Honoring All Who Make Hospice Possible

At Gilchrist, compassionate care is a team effort. While our clinical staff are the most visible, the work of people like Gregg, Katie, and Lauren makes that care possible. They may not always be in the spotlight, but their dedication touches every patient and family we serve. Because in hospice care, every role matters, and every person has the power to make a difference.

To see available behind-the-scenes career opportunities at Gilchrist, visit https://gilchristcares.org/about/careers/