Patient Advocate - Hospice

Position Summary:

The Patient Advocate serves as an extension of the Business Development team, supporting the organization’s mission to ensure every patient and family has access to exceptional end-of-life care. This role focuses on community engagement, marketing, and patient coordination support, with a primary responsibility of assisting in relationship-building with referral sources and ensuring smooth communication between facilities, patients, and the hospice team.

The Patient Advocate plays a key role in educating healthcare partners and the community about clear hospice services, supporting patient transitions, and ensuring that the referral and consent processes are managed with compassion, accuracy, and professionalism. This position is responsible for promoting a compassionate and credible image to the community for both themselves and ProCare Hospice of Nevada.

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Accountability:

Reports to the Business Development Manager

FLSA Status: Exempt

Essential Duties and Responsibilities:

Community Outreach & Marketing

• Represents ProCare Hospice in the community through daily visits to referral sources, healthcare facilities, and community partners
• Supports the planning and execution of outreach events, health fairs, and community education initiatives
• Maintains and distributes marketing materials, ensuring brand consistency and compliance with hospice regulations
• Demonstrates effective time management skills by coordinating activities to achieve maximum productivity and efficiency, willingness to adjust or revise work schedules as requested

Education & In-Services

• Conducts or assists in delivering educational in-services for facility staff, medical offices, and community partners on hospice philosophy, eligibility, and services offered
• Coordinates scheduling of in-services and track attendance and feedback

Referral & Admission Support

• Assists in obtaining consent signatures and required forms for hospice admission when appropriate and within scope of practice
• Supports the referral process by ensuring timely communication and follow-up between referral sources, the intake department, and clinical team members
• Engages in hospice conversations with patients, families, and facility staff under the guidance of the Director of Business Development and/or Business Development Manager
• Gathers data on patient referrals to assist with the admission process when requested

Liaison Support & Follow-Up

• Collaborates with members of Business Development Team to follow up on pending referrals, documentation, or patient-related concerns
• Tracks and reports patient and referral follow-up outcomes to ensure timely resolution and high-quality customer service
• Maintains accurate documentation in the CRM and EHR systems as directed
• Is proactive, organized, timely and efficient
• Completes assigned projects within specified time frames

Relationship Management

• Builds and maintains positive working relationships with physicians, discharge planners, social workers, facility staff, and other personnel within the community
• Provides exceptional customer service by addressing questions, resolving concerns, and reinforcing the hospice’s commitment to quality and compassion
• Has excellent listening skills and ability to understand and empathize with patients, their families, and the professional referral community

General

• Maintains a positive attitude, energy, enthusiasm, initiative, fortitude, perseverance and follow-through with leads and referral sources within the community and always projects a positive, compassionate image as a representative of ProCare Hospice of Nevada
• Projects a professional, credible, compassionate image by maintaining above-the-line standards by only representing the positives of ProCare Hospice of Nevada and never indulging in or focusing on negative banter about other agencies, their employees or referral sources, even when it might be true
• Other duties as assigned

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Additional Functions:

1. Adheres to patient rights, abuse reporting, and confidentiality policies
2. Attends scheduled staff meetings and in-service training
3. Adheres to the departmental dress code requirements related to personal grooming and attire
4. Participates in Performance Improvement activities as requested
5. Demonstrates reliability by making every attempt to report to work on time, providing proper notification for absence or tardiness and follows policies related to time off requests
6. Assumes responsibility for on-going personal development and continuing education
7. In the case that a company credit card is issued, this position is required to maintain accurate spending logs, tracking receipts and reasons for purchases. (Expenses must be entered in the system as required by accounting)
8. Able to manage confidential information
9. Assumes responsibility for on-going personal development and continuing education
10. Completes assigned projects within specified time frames
11. Seeks guidance from higher authority as needed

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Physicality and Work Environment:

1. May be required to lift up to 20 lbs. on occasion
2. This position is Category 2 for potential exposure to blood/body fluids. (Does not usually require the performance of procedures or other tasks in the work routine that involve exposure to blood, body fluids, or tissues, but Category 2 tasks may require the unexpected performance of these procedures).
3. While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles, work- related stresses, and driving hazards
4. The noise level in the work environment is usually minimal
5. Must have the strength and endurance required for standing and walking for lengthy periods of time
6. Must be able to utilize appropriate basic office equipment
7. Requires repetitive movement, sitting, writing letters and memos, face-to-face discussions with individuals, teams, or external providers, use of electronic mail, telephone conversations, contact with others (face-to-face, by telephone, or otherwise)
8. Requires repeating the same physical activities or mental activities repeatedly; requires being exact or highly accurate, requires meeting strict deadlines
9. Must use appropriate body mechanics as necessary
10. Must use appropriate PPE as needed
11. Must follow the designated plan of action in the event of a fire or other emergency
12. Must be able to travel throughout territory to homes of prospects and professional businesses, drive to meetings with clients or health care professionals as well as patients’ homes

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

In compliance with the Americans with Disabilities Act of 1990, the employer will provide reasonable accommodations to meet the work environmental and physical demands listed above.

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Qualifications and Experience:

1. High school diploma or equivalent required, associate or bachelor’s degree in healthcare, marketing, or a related field preferred
2. Spanish Speaking (preferred)
3. Minimum one (1) year of experience in healthcare, marketing, customer service, or patient relations (hospice or home health experience preferred)
4. Strong interpersonal, communication, and presentation skills
5. Ability to manage multiple priorities with professionalism and sensitivity
6. Must be able to communicate compassionately with emotional intelligence
7. Must possess strong organizational and time-management skills
8. Must successfully completion a background check pursuant to NRS 449.188 and NRS 179A.100 along with a pre-employment drug screen and physical, TB testing, previous employment and reference checking, and an MVR (may include verification of education)
9. Must be able read, speak, write, and understand the English language
10. Must be able to handle frequent interruptions
11. Must be able to cope with emotionally charged situations encompassing patients, families, and other caregivers
12. Must be able to work independently, effectively managing time for maximum results
13. Must have reliable transportation, a valid driver’s license, and current auto insurance
14. Must have CPR/BLS Certification

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Benefits:

• Paid Time Off
• NV Paid Leave
• Medical Insurance
• Dental & Vision Insurance
• Voluntary Ancillary Insurance
• Paid Holidays
• Floating Holiday
• 401k with Company Match
• Employee Assistance Program
• Employee Discount Program
• Uniforms
• Welcoming Culture