• Relationship development with referral sources: hospitals, physician practices, AL’s, IL’s, SNF’s • Provide education to the community about the hospice benefit• Manage marketing • Increase census by growing the company’s name recognition •Oversee finding opportunities for improvement with our patients, families, and referral partners

• Act as a liaison between referral sources and hospice agency to ensure excellent customer service and superior patient care is provided • Generate new business growth and maintain existing relationships• Call on 5-7 referral sources daily• Identify market and account opportunities• Works with agency staff and management to follow up on referrals, communicate concerns, and growth opportunities• Maintains market knowledge and awareness• Implements company sales and marketing initiatives• Educates the community and referral sources on hospice philosophy and clinical programs

Essential duties and responsibilities include:• Acts as a liaison between referral sources and home health agency to insure excellent customer service• Generate new business growth and maintain existing relationships• Call on referral sources (physicians, skilled nursing facilities, assisted living facilities, hospitals, etc.) daily • Identify market and account opportunities• Works with agency staff and management to follow up on referrals, communicate concerns, and growth opportunities• Maintains market knowledge and awareness• Implements company sales and marketing initiatives• Educates the community and referral sources on clinical programs• Participates in Patient Satisfaction Improvement Committee; identifying HHCAHPS measures with opportunities for improvement and setting goals and initiatives to improve

• Monitor employee productivity• Implement and maintain efficient processes and procedures• Determine areas for improvement• Resolve customer complaints• Training new hires• Maintain a pool of Customer Service Representative candidates• Screening resumes and interviewing potential candidates• Maintaining employee files

• Provided oversight to the entire referral and admission process to ensure high quality, excellent customer service and appropriate regulatory compliance• Provided training, education and direction to Customer Service Center staff to enable delivery of high quality service. Coached and mentored all roles within the department.• Provided statistical reporting of referral and admission activity to leadership• Collaborated with all process partners (i.e. Physicians, Nurses and healthcare facilities) to ensure effectiveness of processes and seamless patient transition to services• Oversaw the Customer Service Center from a staffing perspective, coverage perspective and all daily activities within the department• Assured all supervised areas are compliant with Medicare Conditions of Participation, state licensure laws and all other applicable standards• Evaluated and identified barriers to care and determines appropriate plan for follow-up• Committed to the continuous improvement of the patient experience which includes patient safety, quality of care and excellent service

Manage a portfolio of healthcare systems and hospitals with revenue of $2M, advise client senior leadership teams on process improvement efforts, oversee initiatives with specific leadership to Service Excellence Teams, analyze patient satisfaction data on a daily, weekly, monthly, and quarterly basis, provide improvement opportunities based on patient satisfaction data analyzed, proven Metrics regarding client improvement in patient satisfaction, correlate patients satisfaction data with clinical and financial data, forecast, develop and implement strategic action plans for service excellence in patient satisfaction based on data collection and interpretation, lead teams in developing attainable goals based on data analysis for action plans, work closely with clients on report interpretation, determine appropriate service recovery resolutions for clients.

I. Training • Coordinated approved training to the management staff and hourly associates. II. Employment• Maintained a pool of qualified candidates for employment by implementing an effective recruiting program through placement of employment ads and various job services/fairs • Assisted in the selection and processing of qualified candidates by reviewing and screening applications, and referring qualified applicants to the appropriate manager• Guided employees in completing benefits enrollment• Maintained all employees’ personnel files• Administered the company’s drug testing program III. Safety/Security• Maintained safety, DOT, and HAZMAT records