Customer Service Liaison

Job Title/Position: Customer Service Liaison

Reports To: Executive Director

About Luminary Hospice:

At Luminary Hospice, we are a mission-driven organization that empowers our team members to shape our culture in order to allow them to provide the highest quality support to patients and families throughout their entire end-of-life journey.

Our mission is to deliver personalized care that radiates compassion and preserves dignity for all that we are honored to serve on their end-of-life journey. We are centered on caring for the whole person – with expert medical care, pain management as well as emotional and spiritual support along with resources, information, and emotional support for families and caregivers.

About the role:

The Clinical Services Liaison serves as a key connection between referral sources, patients, families, and the hospice clinical team. This role is responsible for educating healthcare partners about hospice services, facilitating referrals, and ensuring a smooth transition of patients into hospice care.

The Clinical Services Liaison collaborates closely with hospital staff, physicians, case managers, and community partners to promote timely and appropriate hospice admissions while supporting the organization’s mission of delivering compassionate, patient-centered end-of-life care.  

Job Responsibilities:

Referral & Relationship Development

• Develop and maintain relationships with hospitals, physicians, skilled nursing facilities, assisted living communities, and other healthcare partners.

• Educate referral sources on hospice eligibility, services, and the benefits of hospice care.

• Serve as a clinical resource to referral partners regarding hospice appropriateness and patient needs.

• Conduct in-person and virtual meetings with healthcare providers and case managers.

Referral Coordination & Admissions Support

• Identify potential hospice candidates and coordinate referrals with intake and admissions teams.

• Collaborate with clinical staff to ensure timely evaluation of referred patients.

• Facilitate communication between referral sources, families, and hospice clinicians.

• Ensure accurate documentation and communication regarding referral status.

Patient & Family Support

• Provide education to patients and families regarding hospice philosophy, services, and care expectations.

• Assist families in understanding the transition to hospice care.

• Support a compassionate and patient-centered admission process.

Collaboration & Internal Coordination

• Work closely with clinical leadership, admissions, intake, and operations teams to support patient transitions.

• Communicate referral trends and opportunities to leadership.

• Participate in care coordination discussions when appropriate.

Community Presence

• Represent the hospice organization at healthcare facilities, community events, and professional meetings.

• Promote awareness of hospice services within the healthcare community.

• Maintain a strong understanding of local healthcare networks and referral patterns.

Job Qualifications:

• Associate or Bachelor’s degree preferred

• Minimum of 2–3 years of healthcare experience required

• Hospice, palliative care, home health, or case management experience strongly preferred

• Experience working with referral sources such as hospitals, physicians, skilled nursing facilities, or assisted living communities preferred

• Knowledge of hospice eligibility criteria and the Medicare hospice benefit preferred

• Strong relationship-building and communication skills

• Ability to educate clinical and non-clinical audiences on hospice services and benefits

• Strong organizational, time-management, and problem-solving skills

• Compassionate approach to end-of-life care conversations with patients and families

• Ability to work independently while collaborating with interdisciplinary teams

• Proficiency with CRM systems, EMR platforms, and Microsoft Office preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit or stand. The employee must occasionally lift and/or move up to 50 pounds.

Equal Employment Opportunity:

Luminary Hospice is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We do not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. We are committed to providing a work environment free from discrimination and harassment, where all individuals are treated with respect and dignity. All employment decisions at Luminary Hospice are based on business needs, job requirements, and individual qualifications.

Compensation and Benefits:

Luminary Hospice offers a competitive compensation package, along with a comprehensive benefits package that includes health, dental, and vision insurance, retirement savings options, and more. Our benefits are designed to support your health, well-being, and long-term financial goals.