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 ma