Community Liaison & Client Success Manager

Civility Home Care is seeking an energetic, outgoing, and highly motivated Community Liaison & Client Success Manager to actively grow our presence in the community, develop new referral relationships, and turn those relationships into new clients.

This is a hunter and relationship-fostering position.

We are not looking for someone who simply waits for referrals to come into the office. The successful candidate will be expected to actively go into the community, identify opportunities, open doors, introduce Civility Home Care, meet decision-makers and referral partners, ask for business, and consistently follow up.

The goal is to develop strong, long-term relationships with case managers, social workers, discharge planners, hospitals, rehabilitation facilities, assisted-living communities, senior organizations, healthcare professionals, and other referral partners so that Civility becomes an agency they know, trust, and regularly refer clients to.

Finding the relationship is only the beginning. This position is equally responsible for fostering those relationships through regular visits, communication, follow-up, responsiveness, and dependable service.

When a referral is received, the Community Liaison & Client Success Manager will help carry the opportunity from the initial referral through family contact, intake, assessment, service coordination, and successful start of care.

Once the client is established, routine scheduling and day-to-day caregiver operations are transitioned to the appropriate internal team. The Community Liaison & Client Success Manager continues to maintain and foster the relationship with the client, family, case manager, and referral source.

HUNT BUILD FOSTER REFER CONVERT START FOLLOW UP REPEAT

Responsibilities

• Actively hunt for new referral sources and business opportunities.
• Conduct regular in-person visits to hospitals, rehabilitation facilities, assisted-living communities, senior housing, physician offices, senior centers, healthcare organizations, and other potential referral partners.
• Identify and develop relationships with decision-makers, case managers, social workers, discharge planners, care coordinators, and other referral professionals.
• Build new relationships while continuously fostering existing relationships.
• Follow up consistently with referral sources instead of relying on one-time visits or introductions.
• Generate referrals and new client opportunities through community outreach and professional relationships.
• Represent Civility Home Care at networking events, community events, health fairs, professional meetings, and other outreach opportunities.
• Respond promptly to new referrals, inquiries, and prospective clients.
• Communicate with clients and families to understand their care needs.
• Explain Civility Home Care services and guide families through the process of beginning care.
• Follow up with prospective clients and help convert qualified opportunities into active clients.
• Coordinate intake information, assessments, service requirements, payment-source information, and case-manager information.
• Work with the internal care and administrative teams to ensure new clients are successfully started.
• Maintain appropriate communication with referring professionals and case managers throughout the intake and start-of-care process.
• Follow up with clients and families after services begin to promote satisfaction and retention.
• Identify changing client needs and communicate them to the appropriate internal team.
• Maintain organized records of referral contacts, outreach, prospective clients, follow-ups, and relationship development.
• Develop professional relationships that result in repeat and long-term referral business.
• Professionally represent the Civility Home Care brand throughout the community.

Who We Are Looking For

We are looking for a self-starter, hunter, and natural relationship builder.

The ideal candidate is comfortable walking into a facility where they may not know anyone, professionally introducing themselves, identifying the right person to speak with, opening a conversation, following up repeatedly, and turning an introduction into a trusted professional relationship.

This person should understand that healthcare business development is not just about making a sale. It is about building trust, being present, following through, and fostering relationships over time.

Candidates should be comfortable working independently in the field and should not require incoming leads to remain productive.

Preferred Experience

Experience in one or more of the following is strongly preferred:

• Home Care or Home Health
• Hospice
• Assisted Living or Senior Living
• Healthcare Community Relations
• Healthcare Marketing or Business Development
• Admissions or Intake
• Healthcare Sales
• Case Management or Care Coordination
• Senior Services

Existing professional relationships with Connecticut case managers, social workers, discharge planners, healthcare facilities, senior communities, or other referral sources are highly desirable.

Qualifications

•  Excellent communication and interpersonal skills
• Confident, professional, outgoing, and persistent
• Strong ability to develop new professional relationships
• Strong relationship-fostering and follow-up skills
• Comfortable prospecting and asking for business
• Comfortable communicating with seniors and families
• Strong organizational and follow-through skills
• Ability to work independently and take initiative
• Ability to create opportunities rather than wait for them
• Ability to work both in the field and office
• Basic computer and documentation skills
• Valid driver's license
• Reliable transportation
• Ability and willingness to travel throughout assigned Connecticut service areas

Important – This Is Not a Desk-Based Position

This position is not primarily an administrative, scheduling, payroll, receptionist, or caregiver-supervision role.

The Community Liaison & Client Success Manager is expected to be actively developing business.

If incoming leads are slow, the expectation is to increase outreach—not wait for the phone to ring.

The core responsibility of this position is:

Find opportunities. Open doors. Build relationships. Foster those relationships. Generate referrals. Convert referrals into clients. Help successfully establish the client. Maintain the relationship. Then go find the next opportunity.

About Civility Home Care

Civility Home Care provides non-medical home-care services to individuals and families throughout Connecticut. We are committed to providing dependable, compassionate care while developing strong relationships with the clients, families, professionals, and communities we serve.

Civility Home Care — Care Shaped by Dignity.