Customer Service Liaison

Heart to Heart Hospice • Kalamazoo, MI

9d

About The Position

Heart to Heart Hospice provides compassionate care to patients with life-limiting illnesses and their loved ones. The Customer Service Liaison promotes a customer-focused hospice presence in the healthcare community and helps ensure patients and families receive a high level of service. The role coordinates care among healthcare professionals, communicates with patients and families, addresses concerns, and works with agency leadership to support growth and development.

The position involves working with assisted living facilities, nursing homes, home health providers, and hospitals. The schedule must be flexible because referral sources, patients, and families may require consultations after hours or on weekends. The employee is responsible for following applicable laws, Medicare regulations, and agency policies and procedures.

Requirements

• 2–3 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.

Nice To Haves

• Hospice, home health, nursing home, assisted living, or hospital experience is preferred.
• Experience with EMR software is a plus.

Responsibilities

• Promote a customer-focused hospice presence in the healthcare community, including assisted living facilities, nursing homes, home health, and hospitals.
• Coordinate care among healthcare professionals.
• Communicate weekly, and daily if needed, with patients and families to ensure their needs are met and service satisfaction is high.
• Identify problems or dissatisfaction involving patients or families, ensure prompt resolution, and communicate effectively with the clinical team and management as needed.
• Coordinate and provide in-services or educational events for family members and facilities.
• Work with agency leadership to meet growth and development targets.
• Accommodate after-hours and weekend consultations when required by referral sources, patients, and families.
• 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