Community Liaison & Client Success Manager

Civility Home Care•Danbury, CT

12h•Hybrid

About The Position

Civility Home Care is seeking an energetic, outgoing, and highly motivated Community Liaison & Client Success Manager to actively grow our presence in the community, develop new referral relationships, and turn those relationships into new clients. This is a hunter and relationship-fostering position. We are not looking for someone who simply waits for referrals to come into the office. The successful candidate will be expected to actively go into the community, identify opportunities, open doors, introduce Civility Home Care, meet decision-makers and referral partners, ask for business, and consistently follow up. The goal is to develop strong, long-term relationships with case managers, social workers, discharge planners, hospitals, rehabilitation facilities, assisted-living communities, senior organizations, healthcare professionals, and other referral partners so that Civility becomes an agency they know, trust, and regularly refer clients to. Finding the relationship is only the beginning. This position is equally responsible for fostering those relationships through regular visits, communication, follow-up, responsiveness, and dependable service. When a referral is received, the Community Liaison & Client Success Manager will help carry the opportunity from the initial referral through family contact, intake, assessment, service coordination, and successful start of care. Once the client is established, routine scheduling and day-to-day caregiver operations are transitioned to the appropriate internal team. The Community Liaison & Client Success Manager continues to maintain and foster the relationship with the client, family, case manager, and referral source. HUNT → BUILD → FOSTER → REFER → CONVERT → START → FOLLOW UP → REPEAT

Requirements

Excellent communication and interpersonal skills
Confident, professional, outgoing, and persistent
Strong ability to develop new professional relationships
Strong relationship-fostering and follow-up skills
Comfortable prospecting and asking for business
Comfortable communicating with seniors and families
Strong organizational and follow-through skills
Ability to work independently and take initiative
Ability to create opportunities rather than wait for them
Ability to work both in the field and office
Basic computer and documentation skills
Valid driver's license
Reliable transportation
Ability and willingness to travel throughout assigned Connecticut service areas

Nice To Haves

Experience in Home Care or Home Health
Experience in Hospice
Experience in Assisted Living or Senior Living
Experience in Healthcare Community Relations
Experience in Healthcare Marketing or Business Development
Experience in Admissions or Intake
Experience in Healthcare Sales
Experience in Case Management or Care Coordination
Experience in Senior Services
Existing professional relationships with Connecticut case managers, social workers, discharge planners, healthcare facilities, senior communities, or other referral sources are highly desirable.

Responsibilities

Actively hunt for new referral sources and business opportunities.
Conduct regular in-person visits to hospitals, rehabilitation facilities, assisted-living communities, senior housing, physician offices, senior centers, healthcare organizations, and other potential referral partners.
Identify and develop relationships with decision-makers, case managers, social workers, discharge planners, care coordinators, and other referral professionals.
Build new relationships while continuously fostering existing relationships.
Follow up consistently with referral sources instead of relying on one-time visits or introductions.
Generate referrals and new client opportunities through community outreach and professional relationships.
Represent Civility Home Care at networking events, community events, health fairs, professional meetings, and other outreach opportunities.
Respond promptly to new referrals, inquiries, and prospective clients.
Communicate with clients and families to understand their care needs.
Explain Civility Home Care services and guide families through the process of beginning care.
Follow up with prospective clients and help convert qualified opportunities into active clients.
Coordinate intake information, assessments, service requirements, payment-source information, and case-manager information.
Work with the internal care and administrative teams to ensure new clients are successfully started.
Maintain appropriate communication with referring professionals and case managers throughout the intake and start-of-care process.
Follow up with clients and families after services begin to promote satisfaction and retention.
Identify changing client needs and communicate them to the appropriate internal team.
Maintain organized records of referral contacts, outreach, prospective clients, follow-ups, and relationship development.
Develop professional relationships that result in repeat and long-term referral business.
Professionally represent the Civility Home Care brand throughout the community.