Hospice Community Liaison

The Hospice Marketer / Community Liaison is responsible for developing and maintaining professional referral relationships within the agency’s service area and generating appropriate hospice referrals through ethical, compliant business-development activities.

The position serves as a liaison between the hospice agency and hospitals, skilled nursing facilities, assisted living communities, residential care facilities, physician offices, clinics, case managers, social workers, discharge planners, and other community healthcare partners.

The Hospice Marketer does not determine hospice eligibility or make clinical admission decisions. Eligibility and admission decisions remain the responsibility of the hospice’s qualified clinical and medical personnel in accordance with Medicare requirements and agency policy.

• Develop new hospice referral sources within the assigned territory.
• Maintain and strengthen relationships with existing referral partners.
• Conduct regular in-person visits to hospitals, SNFs, assisted living/RCFE communities, physician offices, clinics, and other healthcare organizations.
• Identify patients who may benefit from a hospice evaluation and appropriately facilitate referrals to the hospice intake/clinical team.
• Educate referral partners regarding hospice philosophy, services, levels of care, eligibility considerations, and the referral process.
• Respond promptly to referral-source inquiries and coordinate communication with the intake and clinical teams.
• Maintain professional follow-up with referral sources regarding service concerns and opportunities for improvement.

• Develop and maintain an organized territory plan.
• Categorize referral accounts based on referral potential, relationship status, and strategic importance.
• Maintain an active pipeline of prospective and existing referral sources.
• Establish weekly priorities for high-potential accounts.
• Identify underserved facilities, physicians, hospitals, and community organizations within the assigned territory.
• Develop account-specific strategies to increase appropriate hospice awareness and referrals.

The Hospice Marketer is expected to maintain consistent field activity. Unless otherwise directed by management, the expected target is approximately 7–10 meaningful professional contacts per business day.

Activities may include:

• In-person facility visits
• Physician-office visits
• Meetings with case managers and discharge planners
• Meetings with social workers
• Hospital relationship development
• Educational presentations
• Community outreach
• Referral follow-up
• Relationship-development meetings

Activity alone does not constitute satisfactory performance. The employee is expected to demonstrate measurable development of referral relationships and appropriate hospice referral opportunities.

• Communicate new referrals promptly to the hospice intake team.
• Obtain or facilitate collection of available referral documentation.
• Communicate anticipated discharge dates and discharge plans to the appropriate hospice personnel.
• Assist with coordination between the referral source, patient/family, intake department, and clinical team.
• Escalate urgent or time-sensitive referrals immediately.
• Maintain appropriate communication throughout the referral-to-admission process.
• Follow up professionally when a referred patient is not admitted to understand barriers and identify opportunities for improvement.

Key performance indicators may include:

• Meaningful referral-source contacts
• New accounts developed
• Active referral sources
• Qualified referrals generated
• Hospice admissions…