Job Description

You can Make A Difference in the lives of others!
At Heart to Heart Hospice, we provide “Compassionate Care from Our Hearts to Yours.” Our employees enhance the lives of patients with life-limiting illnesses and their loved ones,during a time when compassionate care is needed most. We are dedicated to making a difference in the lives of employees, offering the opportunity to be associated with caring teammates, and creating positive contributions in each community we serve.

Job/Position Description

Customer Service Liaison

Job Title: Customer Service Liaison Dept: Clinical Reports To: ED/Area VP or Director of Sales
Supervisory Responsibilities: Yes X No FLSA Status: Exempt X Non-Exempt

The Customer Service Liaison serves as a liaison from the site to the facility ensuring patients are properly transitioned to hospice and as a customer service contact for patient and families. The purpose of the position is to improve care for terminally ill patients and provide better management of hospice patients while providing highest patient and family satisfaction.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Two years of experience in a clinical care setting preferred; hospice or home health preferred
• Customer service experience strongly preferred
• Ability to establish and maintain effective working relationships with all segments of the staff, facilities, the lay and professional public, the Board of Directors and Medical Director.
• Excellent customer service skills
• Demonstrates effective and professional communication and interpersonal skills
• Experience with EMR software is a plus
• Licensure: If performing duties as an LVN, Graduate of an accredited school of vocational nursing and current State License as a Licensed Vocational Nurse or Licensed Practical Nurse preferred
• Current State Driver’s License
• Must have reliable transportation and provide ongoing valid and current auto liability insurance
• Must be able to read and write in English and follow written and verbal instructions in English effectively

ESSENTIAL DUTIES:
• Promote a customer-focused hospice presence in the healthcare community within healthcare facilities and hospitals
• Ability to coordinate care amongst the healthcare professionals
• Welcome patients when they come on service ensuring highest level of patient satisfaction
• Ensure patient’s DME has been ordered, delivered and is in good working condition while ensuring patient and family members have been sufficiently trained on how to use the DME.
• Communicate weekly (daily if needed) with patient and family ensuring all needs are met and that the organization is delivering high level of satisfaction
• Responsible for identifying problems or dissatisfaction with patient and/or family and ensuring quick resolution while communicating effectively to clinical team and management if necessary.
• Coordinate and provide in-services or educational events for family members and/or facilities
• Work closely with agency leadership to meet growth and development targets
• Assist and perform explanation of hospice services and documentation
• Flexibility in work schedule as referral source, patients and families may require after hours and weekend consultations
• If an LVN, may be asked to perform patient care visits or On Call as needed in emergent situations
• Participate in all mandatory staff in-services and meetings
• Maintain compliance with internal annual education requirements
• Abide by and demonstrate the company Mission and 12 Heart’s Desires through both behavior and job performance on a day-to-day basis
• Timely submission of all documentation
• Conduct all business activities in a professional and ethical manner
• Performance of other duties as required
• Ensure overall compliance with local, state and federal laws, Medicare regulations, and established personnel policies and procedures

WORKING CONDITIONS
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. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands
to finger, and handle controls. The employee frequently is required to reach with hands and arms. The employee is frequently required to stand, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus. Occasional exposure to extreme weather and temperatures.
Prolonged standing and walking required. If an LVN, ability to lift up to 50 pounds and move patients. Requires working under some stressful conditions to meet deadlines, to identify patient needs, to make quick decisions and meet patient/family needs. Requires hand-eye coordination and manual dexterity. Ability to utilize durable medical equipment in the home.
Works under a variety of conditions in facilities and offices; ability to travel locally; ability to work flexible schedule; some exposure to unpleasant weather.
Requires ability to handle stressful situations in a calm and courteous manner at all times. Requires working under some stressful conditions to meet deadlines and agency needs.

EMPLOYEE ACKNOWLEDGMENT
I acknowledge by my signature that I have read and understand the duties and responsibilities, physical demands, and work environment of the position and all other standards expected of me. I understand this job description in no way states or implies that these are the only duties to be performed by me in this position. Nothing in this job description restricts the right of an authorized person to assign or reassign duties and responsibilities to this job at any time. I also understand that nothing in this job description is meant to create a contract of employment or alter in any way the employment-at-will status of the employee in this job.

It is this Agency's policy to provide equal employment opportunities without regard to age, race, color, religion, military status, gender preference, sex, marital status, national origin or disability.