Client Relations Advocate

WVU Medicine•Martinsburg, WV

11d

About The Position

The Care Relations Advocate serves as a strategic partner responsible for expanding awareness, deepening community relationships, and supporting territory growth for home health and hospice services. Through proactive outreach, education, and meaningful engagement with referral partners, this role strengthens pathways into care and ensures patients and families are connected quickly and compassionately to the appropriate clinical teams. The Advocate collaborates closely with intake and clinical leadership to support timely, compliant admissions and drive measurable impact across the service area.

Requirements

Associate degree in Healthcare, Business, Public Health, Marketing, Social Services or healthcare related field.
Three (3) years healthcare outreach, care coordination, community relations or marketing experience.
Experience educating clinical or community groups.
Excellent communication and relationship-building skills.
Ability to work independently, manage priorities, and navigate across multiple sites.
Compassionate approach to supporting patients and families through care decisions.
Confidence presenting to groups and conducting education sessions.
Ability to interpret data, understand trends, and adjust outreach efforts accordingly.
Strong organizational skills and attention to detail.
Proficiency with EMR, CRM, or referral-management systems.
Professionalism, confidentiality, and commitment to high-quality care.

Nice To Haves

Bachelor’s Degree (Healthcare, Business, Public Health, Marketing, Social Services, etc.)
Five (5+) years of experience in hospice or home health.

Responsibilities

Strengthen and grow referral volume and admissions across the assigned territory by building purposeful, strategic relationships with hospitals, SNFs, primary care practices, specialty groups, palliative care teams, and community organizations.
Serve as a trusted partner to physicians, nurses, social workers, discharge planners, and care coordinators by providing clear education on hospice and home health services, eligibility basics, benefits, and referral pathways.
Meet with patients and families in person or virtually explain services, answer questions, support decision-making, and connect them to the clinical intake team for timely screening.
Respond proactively to inquiries from referral partners, providers, patients, and families. Coordinate closely with the intake team and clinical leadership to ensure accurate and timely communication.
Document and track all outreach activity, patient interactions, partner communications, and referral outcomes using CRM or EMR systems. Monitor trends and maintain accurate, detailed records.
Plan and deliver educational programs such as in-services, lunch-and-learns, and presentations for clinical and community audiences.
Regularly review performance metrics with leadership and use data to identify opportunities, refine outreach strategies, and support focused territory growth plans.
Promote compliant, high-quality admissions by ensuring appropriate information sharing and escalating clinical or regulatory concerns to licensed clinicians when needed.
Participate actively in team meetings, continuing education, QAPI activities, community events, and agency initiatives to stay aligned with organizational priorities.
Represent the organization with professionalism, compassion, integrity, and a strong commitment to exceptional service while driving growth and strengthening our presence across the region.
Uses data analytics, referral trends, and competitive insights to inform decision-making, adjust territory plans, and support strategic business development goals for the service line.
Collaborates with leadership to develop and execute territory growth strategies aligned with organizational priorities, quality goals, and market needs.
Manages the strategic development of the assigned territory, including ownership of outreach planning, partner engagement strategies, and business development activities.
Serves as a key resource to leaders and interdisciplinary teams by providing insight into referral patterns, partner needs, barriers, and market dynamics.
Exercises independent judgment in prioritizing outreach activities, managing partner relationships, and adjusting strategies based on real-time trends and opportunities.
Identifies and resolves barriers with referral partners and exercises discretion in determining appropriate next steps, escalating complex issues to leadership as needed.
Serves as the primary point of contact for all relationship development within the assigned territory and is empowered to make decisions that support growth, service excellence, and access to care.
Contributes to service line planning by sharing territory insights, emerging trends, and recommendations for strengthening referral pathways and community partnerships.