Customer Service Liaison - Sales

Heart to Heart Hospice•Houston, TX

2d•Hybrid

About The Position

The Customer Service Liaison serves as a liaison from the site to the facility ensuring patients are properly transitioned to hospice and as a customer service contact for patient and families. The purpose of the position is to improve care for terminally ill patients and provide better management of hospice patients while providing highest patient and family satisfaction.

Requirements

Two years of experience in a clinical care setting preferred; hospice or home health preferred
Customer service experience strongly preferred
Ability to establish and maintain effective working relationships with all segments of the staff, facilities, the lay and professional public, the Board of Directors and Medical Director.
Excellent customer service skills
Demonstrates effective and professional communication and interpersonal skills
Experience with EMR software is a plus
Current State Driver’s License
Must have reliable transportation and provide ongoing valid and current auto liability insurance
Must be able to read and write in English and follow written and verbal instructions in English effectively

Nice To Haves

If performing duties as an LVN, Graduate of an accredited school of vocational nursing and current State License as a Licensed Vocational Nurse or Licensed Practical Nurse preferred

Responsibilities

Promote a customer-focused hospice presence in the healthcare community within healthcare facilities and hospitals
Ability to coordinate care amongst the healthcare professionals
Welcome patients when they come on service ensuring highest level of patient satisfaction
Ensure patient’s DME has been ordered, delivered and is in good working condition while ensuring patient and family members have been sufficiently trained on how to use the DME.
Communicate weekly (daily if needed) with patient and family ensuring all needs are met and that the organization is delivering high level of satisfaction
Responsible for identifying problems or dissatisfaction with patient and/or family and ensuring quick resolution while communicating effectively to clinical team and management if necessary.
Coordinate and provide in-services or educational events for family members and/or facilities
Work closely with agency leadership to meet growth and development targets
Assist and perform explanation of hospice services and documentation
Flexibility in work schedule as referral source, patients and families may require after hours and weekend consultations
If an LVN, may be asked to perform patient care visits or On Call as needed in emergent situations
Participate in all mandatory staff in-services and meetings
Maintain compliance with internal annual education requirements
Abide by and demonstrate the company Mission and 12 Heart’s Desires through both behavior and job performance on a day-to-day basis
Timely submission of all documentation
Conduct all business activities in a professional and ethical manner
Performance of other duties as required
Ensure overall compliance with local, state and federal laws, Medicare regulations, and established personnel policies and procedures