Job Title: Clinical Services Liaison

Department: Hospice, Adult Day and Companions and Homemakers

Supervisor: Director of Hospice

Effective Date: 3/4/26

Job Objective:

The Client Services Liaison serves as the primary relationship manager for prospective and current clients and families across Hospice (Home Care), Adult Day programs and Companions and Homemakers. This role is responsible for facilitating seamless access to services, supporting referral development, strengthening community partnerships, and ensuring an exceptional client and family.

Minimum Qualifications:

Education: Bachelor's degree in Healthcare Administration, Social Work, Marketing, Nursing, or related field preferred

Experience: 3–5 years of experience in healthcare, hospice, home care, adult day, or community-based services. Experience in admissions, intake, marketing, or client relations preferred

Licensure: Connecticut Registered Nurse and CT Driver's License

Core Competencies:

• Relationship Builder
• Customer/Client Focus
• Compassion & Emotional Intelligence
• Collaboration
• Problem Solving
• Results & Growth Orientation

Essential Job Functions:

Client & Family Engagement

1. Serve as a central point of contact for clients, families, referral sources, and community partners
2. Provide education on Hospice, Companions and Homemakers and Adult Day services, eligibility, and benefits
3. Conduct intake discussions and coordinate next steps with clinical and program teams
4. Support clients and families through transitions, addressing concerns and ensuring satisfaction

Referral Development & Community Outreach

5. Build and maintain strong relationships with hospitals, physicians, skilled nursing facilities, community organizations, and other referral partners
6. Represent the organization at community events, networking opportunities, and educational programs
7. Track referral activity and collaborate with leadership on growth strategies

Care Coordination Support

8. Partner with interdisciplinary teams to facilitate smooth admissions and service initiation
9. Ensure accurate and timely communication between referral sources, clients, and internal teams
10. Monitor client experience and escalate issues to appropriate leadership as needed

Program Promotion & Education

11. Promote awareness of Hospice philosophy, Companions and Homemakers services, and Adult Day programming
12. Deliver presentations and informational sessions to community groups and partners
13. Support marketing initiatives and outreach campaigns
14. Frequent local travel to referral sources, community events, and partner sites; combination of office, community, and program environments

Documentation & Reporting

15. Maintain accurate records of inquiries, referrals, and outreach activities
16. Provide regular reports on referral trends, community engagement, and opportunities for growth
17. Other related duties as assigned.

Physical and Mental Requirements:

1. Ability to sit or stand for long periods of time.
2. Ability to speak clearly and be understood.
3. Able to hear sounds with some background noise, such as, the phone, intercom, etc.
4. Visual acuity to see a computer and read printed documents.
5. Strong understanding of Hospice philosophy and community-based care models
6. Excellent interpersonal, communication, and relationship-building skills
7. Ability to navigate sensitive conversations with empathy and professionalism
8. Strong organizational and follow-through skills
9. Proficiency with EMR/CRM systems and Microsoft Office
10. Ability to understand and relate to the reasons behind several related concepts.
11. Ability to perform tasks which require hand eye coordination such as keyboard skills, writing or picking up paper.

Environmental Conditions:

1. Rare exposure to blood, body tissue or fluids.
2. Possible exposure to high/low temperatures.

This job description is not designed to cover or contain every possible listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EOE/MFVD