The Hospice Clinical Liaison (CL) is responsible for serving as a liaison between referral sources, patients, caregivers, and Traditions Health staff. The CL facilitates information flow from referral sources, patients, and caregivers to ensure an optimal experience during the referral and pre-admission process. The CL provides education to external contacts about Traditions Health services and assists with information on eligibility requirements that will apply to each patient. The CL role emphasizes the importance of stakeholder satisfaction through high-quality customer service interactions and responsiveness.
Job Qualifications
Education:
Experience:
Knowledge and Skills:
Must be able to work independently with minimal supervision.
Ability to engage external stakeholders in positive interactions that result in collaborative efforts.
Comfort with discussing patient needs and offering appropriate suggestions while promoting Traditions Health
Ability to establish and expand relationships with diverse referral sources.
Ability to demonstrate competency with industry regulations and guidelines while educating others.
Excellent organizational skills and attention to detail
Excellent presentation skills
Builds trust through personal credibility.
Must be comfortable making cold calls.
Assumes responsibility for results and seeks to exceed expectations.
Excellent verbal and written communication.
Adaptability and ability to remain flexible with changing situations.
Travel: Ability to perform regular travel within assigned geography and extended geography for training and meetings.
Transportation: Must have reliable transportation. Valid and current driver’s license and current auto insurance required.
Environmental and Working Conditions:
Work is performed in a professional office setting. Noise level may be moderately high. Ability to work a flexible schedule with extended hours. Ability to travel locally with some exposure to inclement weather.
Physical and Mental Effort:
Prolonged sitting and some standing is required. Occasional need to lift, pull, carry, and push items weighing up to 50 lbs. Frequent need to stoop, kneel, and reach while accessing files. Requires working under stressful conditions to meet deadlines and agency needs. Requires excellent problem-solving skills.
Essential Functions:
Demonstrates the technical selling skills and product knowledge necessary to effectively present Traditions values and expertise.
Utilizes clinical knowledge and experience to serve as a resource to internal and external stakeholders.
Conducts on-site visits to assess patient needs and identify barriers to care or anticipated in-home needs.
Demonstrates the ability to provide patients, caregivers, and referral sources with information appropriate to the patient’s clinical condition, needs, and options available within the Traditions lines of service.
Partners with referral sources and the Traditions clinical operations team to ensure the highest level of service and support; develops relationships with key account contacts and services accounts in a legal and compliant manner.
Has a working knowledge of community resources and vendors. Develops networking relationships in the community to support meeting patient needs.
Creates and maintains positive relationships with referral source contacts to help facilitate the transition of patient information through the referral-to-admission process.
Manages the referral process and identifies clinical and non-clinical components needed to eliminate unnecessary delays in meeting the patient’s clinical needs in compliance with industry regulations.
Facilitates obtaining necessary provider documentation to support compliance with home health Face-to-Face requirement; may be asked to assist with obtaining provider signatures on patient orders and plans of care.
Facilitates processes to obtain resources for patients through receiving and documenting orders from providers, obtaining prescriptions to order equipment for home utilization, and supporting the scheduling of provider appointments as coordination of care activities.
Demonstrates critical thinking skills and the ability to problem solve to meet patient needs. Engages support of the clinical operations team and other Traditions resources as needed.
Identifies and appropriately resolves external stakeholder concerns. Responds to complaints in a timely manner to facilitate resolution.
Maintains a professional attitude, professional presentation, and works well with others.
Provides education in-services to physicians, non-physician providers, and other external contacts relative to Traditions services; identifies additional resources for involvement as needed.
Participates in development of strategic business plans and other sales activities targeted at growth.
Responsible for achieving and exceeding activity goals, including admission goals and liaison productivity goals.
Meets minimum administrative standards, including documentation of sales calls and maintenance of referral source information in the CRM.
Maintains accurate expense reports, weekly territory reports, and account profile sheets. Submits reports in a timely manner as directed.
Attends internal meetings as directed and completes assignments as directed by supervisor(s)
Other duties as assigned by supervisor.
Compensation Range:
$73,800.00 - $90,200.00
Traditions’ Health aspires to maintain a market competitive, internally equitable, and performance-based rewards program in order to attract, retain, and motivate employees. This philosophy includes to pay commensurate with experience, skills, competencies, and individual performance.
Equal Employment Opportunity:
Traditions Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination of any kind based on race, color, sexual orientation, national origin, disability, genetic information, pregnancy or any other legally protected characteristic.