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Form of workJob Description
POSITION SUMMARY: The Community Liaison will be responsible for organizing and implementing referral development, marketing, building strong client relations to ensure awareness, education and a positive community image of CareTen, Inc. Must be able to work independently, set and track goals and develop an effective community outreach program that educates referral sources about CareTen, Inc. Ensure delivery of excellent customer service and quality homecare with focus on delivery and coordination of client services, growth and development of client census (through relationship building and recruiting efforts) and ongoing case management.
PRIMARY RESPONSIBILITIES:
1. Demonstrate and communicate the core values of CareTen, Inc.
2. Develop relationships, in accordance with The CareTen Promise, with referral sources, physicians, and other healthcare professionals.
3. Develop and grow caseload.
a) Develop long term trusting relationships with clients.
b) Knowledgably and successfully handle incoming service requests and enter all inquiries into computer referral tracking.
c) Clearly establish service agreement with client including but not limited to; service details, billing arrangements, method for problem resolution, etc.
d) Using judgement and discretion to effectively schedule field employees, coordinate client services, and manage caseload.
e) Carefully monitor the caseload to ensure that a minimum number of employee changes are made per client to promote a positive client experience.
f) Answer all questions and concerns related to service, scheduling, and billing.
g) Function as a facilitator among clients, families, field and office employees, physicians, and case managers.
h) Document and follow up with all client and employee incidents and complaints.
i) Documents all pertinent situations and interactions with clients, families, physicians, case managers, and other care providers to ensure adequate coordination and continuity of service. j) Process reports weekly or as required.
4. Market and sell CareTen services by clearly articulating the benefits of CareTen.
5. Develop a marketing campaign which will include PR planning, social media marketing, online marketing, sales forecasting and strategizing to increase client census.
6. Represent the agency at health fairs and community functions.
7. Collaborates with leadership in targeting new business development opportunities.
8. Engage and educate prospective clients and their families about Home Care and prepare them for the transition home.
9. Provide post transition home follow up to confirm positive client outcomes.
10. Complete detailed weekly reports in accordance with marketing strategy.
11. Continually research and identify sources for client referrals.
12. Perform related duties, or as required or requested by supervisor.
13. Successfully oversee and manage all customer service related contact made to the office after normal business hours as necessary.
MINIMUM QUALIFICATIONS:
1. Exemplifies characteristics of The CareTen Promise: trust, empathy, and nurture.
2. Excellent verbal and written communication skills.
3. Ability to represent the company in a variety of settings in the community with respect to service territory.
4. Demonstrated track record of strong interpersonal skills.
5. Competence in basic PC skills required to perform job functions.
6. Prior sales or marketing experience a plus.
7. 2+ years of Home Care space a plus.
8. Reliable transportation; travel up to 75% of the time within service territory.
