Community Liaison Staff

POSITION SUMMARY: 

The Community Liaison (CL) is responsible for driving growth, building strong partnerships, and ensuring exceptional patient and referral partner experiences for Emblem Home Health. As a seasoned member of the team, the CL functions as both a business development leader and a referral relationship strategist, accountable for expanding referral pipelines, increasing patient admissions, improving conversion rates, and enhancing the agency’s visibility within the healthcare community.

This role requires a proactive, results-oriented professional who thrives in relationship-driven environments, has a strong understanding of the home health landscape, and can translate healthcare referral relationships into measurable census and revenue growth. The CL is expected to serve as the “face” of Emblem Home Health while modeling the agency’s culture of integrity, professionalism, clinical excellence, and patient-centered care.

KEY RESPONSIBILITIES:

1. Growth & Business Development

• Design and execute referral growth strategies to increase Home Health admissions and market share across Medicare, Medicare Advantage, Medicaid, Managed Care, and other payer sources.
• Consistently meet or exceed monthly admission, census growth, and revenue contribution goals.
• Leverage data, market trends, and competitive analysis to identify new opportunities.
• Develop and maintain referral dashboards, reporting weekly progress to leadership.
• In collaboration with the agency Director, you will assist in directing marketing operations including providing direct oversight of the establishment and implementation of marketing initiatives.
• Assist the agency in establishing patient admission and census projections on a monthly basis and marketing strategies to achieve established goals.
• Conduct market assessment of new referral partnership opportunities within Arizona.
• Works with the agency Director on the development of monthly market assessments and develops a comprehensive strategy designed to meet admission and census projections.
• Establishes and maintains positive working relationships with physicians, hospitals, skilled nursing facilities, rehabilitation centers, discharge planners, case managers, and other referral sources.
• Builds and monitors community, referral source, payer, and patient perceptions of Emblem Home Health as a high-quality provider of skilled nursing, therapy, and rehabilitation services.
• Provides leadership in strategic planning including identifying opportunities for additional or improved services to address patient and referral source needs.
• Maintains comprehensive working knowledge of Emblem Home Health markets including hospitals, physician groups, major payor groups, key referral sources, and competitors’ market positioning.
• Maintains comprehensive working knowledge in the field of healthcare marketing and shares information with appropriate agency personnel.
• Maintains comprehensive working knowledge of community healthcare resources and assists patients and families in accessing community resources should services not be provided by Emblem Home Health.
• Monitors and reports cost effectiveness of marketing efforts.
• Maintains high performance levels for service-related processes and implements improvement activities wherever necessary.

2. Community Engagement & Market Positioning

• Represent Emblem Home Health as a trusted leader in post-acute and community-based healthcare services at community events, healthcare forums, and networking functions.
• Build and sustain strategic partnerships with hospitals, physicians, discharge planners, case managers, skilled nursing facilities, rehabilitation centers, and managed care organizations.
• Collaborate with marketing to create campaigns that strengthen Emblem’s visibility and reputation.
• Establish Emblem as a preferred provider of choice in key markets by delivering consistent, value-driven messaging focused on quality outcomes and exceptional patient care.

3. Patient & Family Experience

• Serve as a trusted resource for prospective patients and families by educating them on Home Health eligibility, skilled services, physician orders, and available care options.
• Partner with intake, clinical, and operations teams to guarantee seamless referral processing, admissions, and initiation of care.
• Maintain high-touch follow-up with patients, families, and referral partners to confirm satisfaction, resolve concerns, and strengthen relationships.
• Act as an advocate for patients and families navigating transitions from hospitals, rehabilitation facilities, skilled nursing facilities, and other healthcare settings.

4. Leadership & Collaboration

• Actively collaborate with the Director of Business Development and leadership to align sales growth with clinical capacity and financial goals.
• Provide feedback from the field to inform quality improvement initiatives, referral partner engagement strategies, and service innovations.
• Support team accountability by sharing referral trends, conversion rates, admission metrics, and market insights in cross-functional meetings.
• Mentor staff on relationship-building best practices to strengthen overall agency culture.

5. Accountability & Reporting

• Maintain detailed records of referral activity, contacts, and outcomes within CRM/tracking systems.
• Report weekly and monthly performance against referral, admission, census growth, and revenue targets.
• Prepare quarterly growth reviews, highlighting successes, challenges, and recommendations for continued improvement.
• Hold responsibility for achieving measurable results that directly contribute to census growth, revenue expansion, and agency profitability.

QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in Marketing, Healthcare Administration, Business, or related field preferred.
• Home Health, Hospice, physician relations, or healthcare business development experience.
• Demonstrated success developing referral relationships and increasing admissions within a healthcare setting.
• Exceptional customer-facing and relationship-building skills.
• Strong understanding of Medicare Home Health eligibility requirements, payer sources, and post-acute care services.
• Knowledge of healthcare regulations, HIPAA requirements, and ethical marketing practices.
• Strong organizational skills.
• Ability to effectively educate referral sources, patients, and families regarding Home Health services.
• Ability to manage and prioritize tasks efficiently.
• Solid planning, problem-solving, and analytical skills.
• Readiness to demonstrate a proactive attitude.
• Excellent verbal and written communication skills.
• Experience utilizing CRM systems and referral tracking software.
• Valid driver's license, reliable transportation, and ability to travel throughout assigned territories.