Customer Service Liaison

Heart to Heart Hospice • Kalamazoo, MI

8d

About The Position

The Customer Service Liaison promotes a customer-focused hospice presence in the healthcare community, including assisted living facilities, nursing homes, home health settings, and hospitals. The role coordinates care among healthcare professionals and communicates with patients and families regularly to ensure their needs are met and that the agency delivers a high level of satisfaction. The liaison identifies and promptly addresses problems or dissatisfaction, coordinating with the clinical team and management when needed.

The position also coordinates and provides educational events or in-services for families and facilities, works with agency leadership to meet growth and development targets, and ensures compliance with applicable laws, Medicare regulations, and agency policies. Flexibility is required because referral sources, patients, and families may need consultations after hours or on weekends.

Requirements

• Two to three years of healthcare experience.
• Excellent customer service skills.
• Current state driver's license.
• Reliable transportation and ongoing valid, current auto liability insurance.
• Ability to establish and maintain effective working relationships with staff, facilities, the lay and professional public, the Board of Directors, and the Medical Director.
• Good communication and interpersonal skills.
• Flexibility in work schedule, including availability for after-hours and weekend consultations as needed.

Nice To Haves

• Experience in hospice, home health, a nursing home, assisted living, or a hospital.
• Experience with EMR software.

Responsibilities

• Promote a customer-focused hospice presence in the healthcare community, including assisted living facilities, nursing homes, home health settings, and hospitals.
• Coordinate care among healthcare professionals.
• Communicate weekly, or daily if needed, with patients and families to ensure their needs are met and service satisfaction remains high.
• Identify patient or family problems or dissatisfaction and ensure timely resolution, communicating with the clinical team and management as necessary.
• Coordinate and provide in-services or educational events for family members and facilities.
• Work closely with agency leadership to meet growth and development targets.
• Ensure compliance with local, state, and federal laws, Medicare regulations, and established personnel policies and procedures.

Benefits

• Competitive pay.
• Medical, dental, and vision insurance.
• Paid time off.
• Paid holidays.
• 401(k) with up to 4% employer matching.
• Tuition reimbursement.
• Company car for qualifying individuals.
• Mileage reimbursement.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed