Customer Service Liaison

Luminary Hospice•South Bend, IN

2d•Hybrid

About The Position

The Clinical Services Liaison serves as a key connection between referral sources, patients, families, and the hospice clinical team. This role is responsible for educating healthcare partners about hospice services, facilitating referrals, and ensuring a smooth transition of patients into hospice care. The Clinical Services Liaison collaborates closely with hospital staff, physicians, case managers, and community partners to promote timely and appropriate hospice admissions while supporting the organization’s mission of delivering compassionate, patient-centered end-of-life care.

Requirements

Associate or Bachelor’s degree preferred
Minimum of 2–3 years of healthcare experience required
Hospice, palliative care, home health, or case management experience strongly preferred
Experience working with referral sources such as hospitals, physicians, skilled nursing facilities, or assisted living communities preferred
Knowledge of hospice eligibility criteria and the Medicare hospice benefit preferred
Strong relationship-building and communication skills
Ability to educate clinical and non-clinical audiences on hospice services and benefits
Strong organizational, time-management, and problem-solving skills
Compassionate approach to end-of-life care conversations with patients and families
Ability to work independently while collaborating with interdisciplinary teams
Proficiency with CRM systems, EMR platforms, and Microsoft Office preferred

Responsibilities

Develop and maintain relationships with hospitals, physicians, skilled nursing facilities, assisted living communities, and other healthcare partners.
Educate referral sources on hospice eligibility, services, and the benefits of hospice care.
Serve as a clinical resource to referral partners regarding hospice appropriateness and patient needs.
Conduct in-person and virtual meetings with healthcare providers and case managers.
Identify potential hospice candidates and coordinate referrals with intake and admissions teams.
Collaborate with clinical staff to ensure timely evaluation of referred patients.
Facilitate communication between referral sources, families, and hospice clinicians.
Ensure accurate documentation and communication regarding referral status.
Provide education to patients and families regarding hospice philosophy, services, and care expectations.
Assist families in understanding the transition to hospice care.
Support a compassionate and patient-centered admission process.
Work closely with clinical leadership, admissions, intake, and operations teams to support patient transitions.
Communicate referral trends and opportunities to leadership.
Participate in care coordination discussions when appropriate.
Represent the hospice organization at healthcare facilities, community events, and professional meetings.
Promote awareness of hospice services within the healthcare community.
Maintain a strong understanding of local healthcare networks and referral patterns.