Community Liaison

Community Hospice & Health Services•Modesto, CA

1d•$81,000 - $104,000

About The Position

Under the general direction of the Director of Business Development, the Community Liaison is charged with the responsibility of positively promoting Community Hospice as the hospice and palliative provider of choice. As a member of the Business Development team, the Community Liaison will provide education to customers on end of life care and palliative topics and maintain regular communication with medical professionals, to maintain the mission of Community Hospice in accordance with CHAP, Medicare/Medi-Cal legislated mandates. The Community Liaison is also responsible for planning marketing activities in an assigned area, customer service, and supporting business relationships with healthcare providers, including physicians, hospitals, Skilled Nursing Facilities (SNF) and Residential Care for the Elderly (RCFE) facilities.

Requirements

Ability to learn medical terminology to support Community Hospice sales efforts.
Ability to learn and apply a CRM tool and proficiency in Outlook, Word, Excel, PowerPoint, and smartphones.
Demonstrate a strong commitment to the organizational goals of Community Hospice.
Ability to prepare clear, concise and comprehensive patient reports in order to make sound recommendations on the basis of such information; recognize a potential crisis and handle a fast paced emotional environment.
Ability to demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
Follow proper reporting procedures for actual or potential accidents and/or incidents so follow-up and /or prevention can occur.
Ability to retain personal objectivity and empathy, when dealing with serious or terminally ill patients and the problems of others.
Ability to multi-task effectively and meet various deadlines under high pressure.
Ability to handle confidential information and disseminate appropriate information to the public.
Ability to make presentations on topics related to hospice and palliative services and care.
Excellent organizational, communication and interpersonal skills through all levels of the organization and with members of the general public.
Two years of previous job experience demonstrating customer service or sales related job responsibilities.
Strong commitment to teamwork and customer service both internally and externally required, by maintaining communication and being accountable to all customers.
Excellent selling, organizational, problem solving skills and the ability to appropriately represent Community Hospice to a targeted referral source audience.
Ability to travel within assigned territory and communicate by cell phone when working outside of the office.
Self-starter with a high degree of initiative, motivation, flexibility, energy and creativity.

Nice To Haves

Bachelor’s Degree in Communications, Education, or Health from an accredited college or university preferred.

Responsibilities

Accountable for assigned account with goals and results. Focuses on providing solutions and executing them.
Ability to collaborate with a team to manage territory, to conduct sales calls and generate referrals by building long-term business partnerships.
Develops sales messaging and strategies that align to the customer’s needs to ensure appropriate patients gain access to Community Hospice services.
Gather and organize account related information and input in the Customer Relationship Management (CRM) the key customer opportunities and contacts.
Daily use of CRM tool in order to capture needs of customers and strategy for continued service utilization.
Open to and proactively applies coaching feedback from Director of Business Development and Senior Community Liaison with the intention of improving various skillsets.
Timely completion of administrative duties: expense reports, payroll entry, CRM reporting and other administrative tasks by required deadlines.
Works collaboratively and leverages opportunities with Community Hospice internal customers: Community Hospice Medical Director and Associate Medical Directors, team managers and overlapping team disciplines, Care Services, Admission Nurses, and Senior Managers.
Visits prospective patients/families as directed by Director of Business Development to provide explanation of services, determine patient decisional capacity/selection of appropriate surrogate decision maker, provide information regarding services, complete all intake documents and record contact summary in the clinical record.
Adheres to the Community Hospice Compliance Program; maintains the privacy and confidentiality of all organizational and clinical information, protects the assets of Community Hospice, acts with ethics and integrity, reporting non-compliance, follows all federal, state and local laws and regulations, and accreditation and licensing requirements.
Attends monthly staff and Business Development team meetings.
Participates in educational programs for staff and attends all training for position that focuses on: history and philosophy of hospice care, methods of hospice and palliative reimbursement, the Federal conditions of Participation and the California Standards of Quality Hospice Care.
Meets all meeting and training requirements as specified by Community Liaison Competency Checklist.
Investigates and resolves patient/family and referral partner concerns regarding care, service and transfers.
Follows up with any concerns with clear resolution or steps to reach resolution and documents steps taken towards resolution in writing and verbally to all parties involved.
Follows appropriate regulatory and quality assessment and performance improvement processes and standards.
All other duties assigned to meet the needs of the organization.
Follows all Community Hospice policies and procedures including, but not limited to, safety, infection control, and privacy and confidentiality.