DESCRIPTION

Community Hospice is seeking a dynamic Community Liaison to join our Community Hospice family inStockton, CA.. As the largest and oldest nonprofit hospice and community-based palliative care provider in the Central Valley, Community Hospice has been supporting and providing services to our community since 1979. Our mission is to embrace individuals and families facing life-changing journeys, enhancing quality of life for all. Accredited by CHAP (Community Health Accredited Program), our services extend to over 2,000 patients each year wherever they call home.

REPORTS TO: Director of Business Development

DEPARTMENT: Business Development

SUMMARY: Under the general direction of the Director of Business Development, the Community Liaison is charged with the responsibility of positively promoting Community Hospice as the hospice and palliative provider of choice. As a member of the Business Development team, the Community Liaison will provide education to customers on end of life care and palliative topics and maintain regular communication with medical professionals, to maintain the mission of Community Hospice in accordance with CHAP, Medicare/Medi-Cal legislated mandates. The Community Liaison is also responsible for planning marketing activities in an assigned area, customer service, and supporting business relationships with healthcare providers, including physicians, hospitals, Skilled Nursing Facilities (SNF) and Residential Care for the Elderly (RCFE) facilities.

RESPONSIBILITIES:

1. Accountable for assigned account with goals and results. Focuses on providing solutions and executing them. Ability to collaborate with a team to manage territory, to conduct sales calls and generate referrals by building long-term business partnerships.

2. Develops sales messaging and strategies that align to the customer’s needs to ensure appropriate patients gain access to Community Hospice services. Gather and organize account related information and input in the Customer Relationship Management (CRM) the key customer opportunities and contacts.

3. Daily use of CRM tool in order to capture needs of customers and strategy for continued service utilization.

4. Open to and proactively applies coaching feedback from Director of Business
Development and Senior Community Liaison with the intention of improving various
skillsets.

5. Timely completion of administrative duties: expense reports, payroll entry, CRM
reporting and other administrative tasks by required deadlines.

6. Works collaboratively and leverages opportunities with Community Hospice internal
customers: Community Hospice Medical Director and Associate Medical Directors, team
managers and overlapping team disciplines, Care Services, Admission Nurses, and
Senior Managers.

7. Visits prospective patients/families as directed by Director of Business Development to
provide explanation of services, determine patient decisional capacity/selection of
appropriate surrogate decision maker, provide information regarding services, complete
all intake documents and record contact summary in the clinical record.

8. Adheres to the Community Hospice Compliance Program; maintains the privacy and
confidentiality of all organizational and clinical information, protects the assets of
Community Hospice, acts with ethics and integrity, reporting non-compliance, follows all
federal, state and local laws and regulations, and accreditation and licensing
requirements.

9. Attends monthly staff and Business Development team meetings. Participates in
educational programs for staff and attends all training for position that focuses on:
history and philosophy ofhospice care, methods of hospice and palliative
reimbursement, the Federal conditions of participation and the California Standards of
Quality Hospice Care. Meets all meeting and training requirements as specified by
Community Liaison Competency Checklist.

10. Investigates and resolves patient/family and referral partner concerns regarding care,
service and transfers. Follows up with any concerns with clear resolution or steps to
reach resolution and documents steps taken towards resolution in writing and verbally
to all parties involved. Follows appropriate regulatory and quality assessment and
performance improvement processes and standards.

11. All other duties assigned to meet the needs of the organization.

12. Follows all Community Hospice policies and procedures including, but not limited to,
safety, infection control, and privacy and confidentiality.

QUALIFICATIONS:

1. Bachelor’s Degree in Communications, Education, or Health from an accredited college
or university preferred.

2. Excellent organizational, communication and interpersonal skills through all levels of the
organization and with members of the general public.

3. Two years of previous job experience demonstrating customer service or sales related
job responsibilities.

4. Strong commitment to teamwork and customer service both internally and externally
required, by maintaining communication and being accountable to all customers.

5. Excellent selling, organizational, problem solving skills and the ability to appropriately
represent Community Hospice to a targeted referral source audience.

6. Ability to travel within assigned territory and communicate by cell phone when working
outside of the office.

7. Self-starter with a high degree of initiative, motivation, flexibility, energy and creativity.

WORK ENVIRONMENT: The main environment for this position is in hospitals, facilities, physician offices and patients' homes, which vary in levels of cleanliness, accessibility, and climate control. The employee may be exposed to virus, disease and infection from patients. The employee may experience situations, with emotionally disturbed, substance abuse, serious illness, and deceased patients. While performing the duties of this position, the employee will travel by automobile and is exposed to changing weather conditions.

WORK SCHEDULE: Position is a FLSA Exempt full-time role which is required to work a regularly scheduled 40-hour workweek. Position may also require rotating weekends and holidays. Part-time (20 –29 hours per week) positions may be occasionally utilized, if justified by department needs.

BENEFITS

We offer our employees the following competitive benefits package:

• Medical Insurance – Premiums 100% paid by employer for employee only
• Dental Insurance – Premiums 100% paid by employer for employee only
• Vision insurance - Premiums 100% paid by employer for employee only
• Voluntary Short-Term Life Insurance
• Long-Term Disability/Life Insurance
• Flexible Spending Account (FSA) – Funds added by employer monthly
• Paid Time Off / Paid Holidays
• 403(b) Retirement plan with employer contributions
• Bereavement Pay
• Jury Duty Pay
• Employee Assistance program
• Other retail discounts (rental cars, cell phones, etc.)

Our supportive, caring environment extends not only to our patients and families, but to our valued staff as well. Employees from a number of disciplines work together in a collaborative, stimulating environment that is considered by many to be a model for quality healthcare. Community Hospice is a rapidly growing company and is always looking for qualified employees. We seek highly motivated, talented candidates to join our staff and offer a competitive benefits package to our employees.