Client Relations Advocate

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Associate degree in Healthcare, Business, Public Health, Marketing, Social Services or healthcare related field.

EXPERIENCE:

2. Three (3) years healthcare outreach, care coordination, community relations or marketing experience.

3. Experience educating clinical or community groups.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor's Degree (Healthcare, Business, Public Health, Marketing, Social Services, etc.)

EXPERIENCE:

1. Five (5+) years of experience in hospice or home health.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Strengthen and grow referral volume and admissions across the assigned territory by building purposeful, strategic relationships with hospitals, SNFs, primary care practices, specialty groups, palliative care teams, and community organizations.

2. Serve as a trusted partner to physicians, nurses, social workers, discharge planners, and care coordinators by providing clear education on hospice and home health services, eligibility basics, benefits, and referral pathways.

3. Meet with patients and families in person or virtually explain services, answer questions, support decision-making, and connect them to the clinical intake team for timely screening.

4. Respond proactively to inquiries from referral partners, providers, patients, and families. Coordinate closely with the intake team and clinical leadership to ensure accurate and timely communication.

5. Document and track all outreach activity, patient interactions, partner communications, and referral outcomes using CRM or EMR systems. Monitor trends and maintain accurate, detailed records.

6. Plan and deliver educational programs such as in-services, lunch-and-learns, and presentations for clinical and community audiences.

7. Regularly review performance metrics with leadership and use data to identify opportunities, refine outreach strategies, and support focused territory growth plans.
8. Promote compliant, high-quality admissions by ensuring appropriate information sharing and escalating clinical or regulatory concerns to licensed clinicians when needed.

9. Participate actively in team meetings, continuing education, QAPI activities, community events, and agency initiatives to stay aligned with organizational priorities.

10. Represent the organization with professionalism, compassion, integrity, and a strong commitment to exceptional service while driving growth and strengthening our presence across the region.

11. Uses data analytics, referral trends, and competitive insights to inform decision-making, adjust territory plans, and support strategic business development goals for the service line.

12. Collaborates with leadership to develop and execute territory growth strategies aligned with organizational priorities, quality goals, and market needs.

13. Manages the strategic development of the assigned territory, including ownership of outreach planning, partner engagement strategies, and business development activities.

14. Serves as a key resource to leaders and interdisciplinary teams by providing insight into referral patterns, partner needs, barriers, and market dynamics.

15. Exercises independent judgment in prioritizing outreach activities, managing partner relationships, and adjusting strategies based on real-time trends and opportunities.

16. Identifies and resolves barriers with referral partners and exercises discretion in determining appropriate next steps, escalating complex issues to leadership as needed.

17. Serves as the primary point of contact for all relationship development within the assigned territory and is empowered to make decisions that support growth, service excellence, and access to care.

18. Contributes to service line planning by sharing territory insights, emerging trends, and recommendations for strengthening referral pathways and community partnerships.

PHYSICAL REQUIREMENTS: 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.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS AND ABILITIES:

1. Excellent communication and relationship-building skills.

2. Ability to work independently, manage priorities, and navigate across multiple sites.

3. Compassionate approach to supporting patients and families through care decisions.

4. Confidence presenting to groups and conducting education sessions.

5. Ability to interpret data, understand trends, and adjust outreach efforts accordingly.

6. Strong organizational skills and attention to detail.

7. Proficiency with EMR, CRM, or referral-management systems.

8. Professionalism, confidentiality, and commitment to high-quality care.

Additional Job Description:

Scheduled Weekly Hours:

Shift:

Exempt/Non-Exempt:

Company:

Cost Center:

Address:

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.