Marketer - Emblem Home Care

POSITION SUMMARY:

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

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

KEY RESPONSIBILITIES:

• Design and execute referral growth strategies to increase Private Duty and VA market share.
• Consistently meet or exceed monthly EBIT 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 Client volume 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 volume projections.
• Establishes and maintains positive working relationships with community partners and referral sources.
• Builds and monitors community, customer, and payer and patient perceptions of Emblem Home Care as a high-quality provider of services.
• Provides leadership in strategic planning including identifying opportunities for additional or improved services to address customer needs.
• Maintains comprehensive working knowledge of Emblem Home Care markets including government agencies, major payor groups, key referral sources, and competitors market positioning.
• Maintains comprehensive working knowledge in the field of marketing and shares information with appropriate agency personnel.
• Maintains comprehensive working knowledge of community resources and assists customers in accessing community resources should services not be provided by Emblem Home Care.
• Monitors and reports cost effectiveness of marketing efforts.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

• Represent Emblem Home Care as a trusted leader in senior care at community events, vendor fairs, and networking forums.
• Build and sustain strategic partnerships with hospitals, case managers, veteran service organizations, senior living communities, and local businesses.
• 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.

• Serve as a trusted advisor for prospective clients and families by conducting needs assessments, educating on service options, and ensuring clear communication.
• Partner with intake and operations to guarantee seamless onboarding and caregiver placement.
• Maintain high-touch follow-up with clients and families to confirm satisfaction, resolve concerns, and drive retention.
• Act as an advocate for families navigating VA, ALTCS, or private duty care transitions.

• Actively collaborate with the Executive Director and Operations leadership to align sales growth with staffing capacity and financial goals.
• Provide feedback from the field to inform caregiver training, compliance improvements, and service innovations.
• Support team accountability by sharing referral trends, conversion rates, and client insights in cross-functional meetings.
• Mentor staff on relationship-building best practices to strengthen overall agency culture.

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

QUALIFICATIONS AND SKILLS:

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery of ITIL (Information Technology Infrastructure Library) principles Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills