Community Liaison - Hospice of Santa Cruz County

Job Summary

The Community Liaison (CL) is responsible for marketing, education and outreach to ensure timely access to Hospice services and to increase community awareness of HSCC's services leading to growth in patient census in the assigned territory. The CL works collaboratively with the community liaison team, intake, admissions, and the clinical team to ensure excellent service is provided to all community partners, as well as promoting optimal collaborative care with referring agencies and physicians. The CL represents the agency and presents educational offerings to partner agencies and the broader community. The CL demonstrates expertise and compassion for issues related to serving patients and families facing a life limiting illness, death or bereavement, including presenting Hospice, Palliative Care, and/or Transitions Services. Territory: Watsonville and Salinas.

Essential Responsibilities

Specific Functional Responsibilities

• Identifies, profiles, and networks with assigned Hospitals, skilled nursing facilities (SNFs), residential care facilities for the elderly (RCFEs), and physicians to maintain existing relationships and build new relationships; tracks and trends referral patterns.

• Identifies and creates account plans profiling key referral partners.
• Maintains existing relationships and builds new relationships as new referral partners are identified.

• Utilizes a scheduled call rotation and territory deployment processes to actively engage partners and assist them in identifying hospice eligible patients, resulting in increased hospice referrals.

• Determine frequency of calls to key referral partners and reports progress weekly.
• Consults with referral partners to assist them in determining hospice eligibility.
• Works with manager to set and reach specific goals for referrals from key facilities.
• Designs and employs ethical and effective strategies for meeting referral goals.

• Works collaboratively with IDG Team Leaders to present Service Promises and reports to ensure optimal care of patients and excellent service to referral sources.

• Presents HSCC's Services and establishes the appropriate reporting scheduled to partners to ensure HSCC remains the hospice provider of choice.
• Provides support and follow through with problem solving between facility and HSCC.
• Conducts routine systems review. Participates in the maintenance of systems and protocols between facility and HSCC.

• Schedules, assigns, evaluates, tracks and reports on community outreach presentations and events.
• Presents HSCC community programs, POLST and advance care planning education to community groups.
• Initiates and responds to opportunities to collaborate with community agencies to reach shared audiences.
• Ensures representation of HSCC at relevant local events and conferences.
• Works with volunteer speakers to coordinate community presentations.
• Arranges or provides educational in-services to facilities about hospice philosophy of care, hospice eligibility, and HSCC services.
• Maintains up to date knowledge on SNF and RCFE regulations.
• Collects and reports data on service preferences of key facility staff.
  • Maintains a database of key referral partners in each facility, including their communications and referral process preferences.
  • Submits regular reports as needed to supervisor in a timely manner.
• Attend team meetings, general staff meetings, and committee meetings
• Participate in agency sponsored events or special projects.
• Performs other related job duties as assigned by Supervisor.

Requirements

General

• Valid CA Driver's License and liability auto insurance
• Must have reliable personal transportation to travel throughout the region
• Pass all required background and reference checks

Education/Experience

• Bachelor's degree in healthcare, education, or related field preferred
• Experience in healthcare, customer service, training and relational marketing preferred
• RCFE &/or SNF experience preferred

Skills Required

• Excellent verbal and written communication skills
• Bilingual in Spanish/English
• Exceptional tact and diplomacy
• Skilled at delivering presentations to a variety of audiences
• Ability to develop and sustain effective working relationships and maintain professional boundaries
• Strong computer/smart phone skills and familiarity with an electronic medical record