Community Service Liaison

Luminary Hospice
US - Indiana - Carmel
November 15, 2024

JOB TITLE: Customer Service Liaison

FLSA: Exempt Salary

REPORTS TO: Executive Director/Administrator

JOB SUMMARY:

The customer service liaison provides education and brings awareness to the hospice benefit with a primary focus on developing and maintaining relationships that give access to eligible patients to receive hospice services.

JOB RESPONSIBILITIES & DUTIES:

Partner with the Community Education Specialists to support annual skilled nursing facility education requirements.
Establishes and maintains positive working relationships with current and potential referral sources.
Educates facilities, families, and the community at large on the hospice benefit. Provide 2-3 educational in-services on hospice eligibility each month.
Provides leadership in strategic planning including identifying opportunities for additional or improved services to address customer needs.
Support care team in field by gathering referral information, helping to obtain orders, following up on pending referrals as a partner to the Community Education Specialists.
Assist agency to identify customer dissatisfaction and partner with the Community Education Specialist and the agency leadership to improve partnerships.
Accountable to goals set by agency leadership including, but not limited to monthly education and community/facility activities.
Provide bedside vigil where appropriate and needed.
Check in with facility staff for patients needs ie. patient supplies, med refills, other concerns to share with the patient care team.
Meet individually with patient/family to provide education of hospice services and complete consent documents when needed.
Other duties as assigned.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

JOB REQUIREMENTS & QUALIFICATIONS:

A bachelor's degree in Marketing, Business Administration, or related field preferred. At least two (2) years experience in health care marketing, preferably in hospice care preferred. Proficient in MS Office applications and ability to learn department and job-specific software systems. Demonstrate organizational skills. Demonstrate effective verbal and written communication skills. Demonstrate analytical skills when problem-solving. Demonstrate high attention to detail and a high degree of accuracy.

CORE COMPETENCIES:

Communication: Demonstrate knowledge to reply and receive information to and from others.
Customer Service: Works with customers to assess their needs in an effort to meet/exceed requirements and expectations.
Emotional Intelligence: Demonstrates knowledge on how to manage oneself and how to interact successfully with others.
Time Management: Demonstrate ability to manage your time productively and efficiently.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds.

Read the full job description and apply online on the recuiter's web-site

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