Home Care Liaison

Job Description

Job Description

Home Care Liaison

Department: Operations
Employment Type: Full-Time
Reports To: CEO
Location: Fishers, Indiana
Compensation: $25-$30/hourly

Monday-Thursday 8am-4pm

Friday 8am-1pm

Position Summary

We are seeking an experienced, compassionate, and relationship-oriented Home Care Liaison with prior experience in the home care industry and working knowledge of the Indiana Medicaid Waiver Program. This individual will serve as a key connection between our organization, clients, families, referral sources, healthcare professionals, case managers, and waiver service providers.

The Home Care Liaison will be responsible for developing and maintaining referral relationships, identifying new business opportunities, assisting individuals and families in navigating the home care enrollment process, and coordinating access to appropriate services. The ideal candidate will have a strong understanding of Indiana Medicaid waiver services, eligibility and referral processes, and the importance of providing person-centered care that promotes independence, dignity, and quality of life.

Key ResponsibilitiesBusiness Development and Referral Relations

• Establish and maintain relationships with hospitals, rehabilitation facilities, physician offices, social workers, discharge planners, assisted living communities, case managers, and other referral sources.

• Develop and cultivate relationships with Indiana Medicaid waiver case managers, waiver service providers, care coordination agencies, and community organizations.

• Identify new referral opportunities to increase awareness and utilization of the organization's home care services.

• Conduct outreach visits, presentations, and follow-up communications with referral partners.

• Represent the organization at community events, networking meetings, and healthcare-related functions.

Indiana Medicaid Waiver Program Knowledge and Coordination

• Apply working knowledge of Indiana Medicaid waiver programs and the home- and community-based services available to eligible individuals.

• Understand the general referral, eligibility, service authorization, and care coordination processes associated with Indiana Medicaid waiver services.

• Assist prospective clients and families with understanding available home care services and the steps involved in accessing waiver-funded services.

• Collaborate with waiver case managers, care coordination entities, and other appropriate professionals to facilitate referrals and service initiation.

• Help gather and coordinate required intake documentation and communicate outstanding requirements to the appropriate parties.

• Monitor referral progress and follow up on pending cases to help minimize delays in starting services.

• Maintain awareness of applicable program guidelines, provider requirements, and changes affecting home care services.

• Ensure all activities remain within the organization's authorized provider role and applicable Medicaid requirements.

Client Intake and Care Coordination

• Respond promptly to inquiries from prospective clients, families, and referral partners.

• Explain the organization's home care services, service options, and intake procedures.

• Coordinate intake appointments, assessments, and onboarding with the appropriate internal departments.

• Facilitate communication between clients, families, case managers, caregivers, and operational staff.

• Support smooth transitions from hospitals, rehabilitation facilities, or community settings into home care services.

• Follow up with clients and families to assess satisfaction and address concerns.

Customer Service and Relationship Management

• Build positive, professional relationships with clients, family members, caregivers, and community partners.

• Provide responsive, compassionate, and professional communication.

• Address service concerns by collaborating with operations and care coordination teams.

• Protect confidential client information and comply with applicable privacy regulations and organizational policies.

Documentation and Reporting

• Maintain accurate records of referrals, outreach activities, client inquiries, and intake progress.

• Track referral activity, service starts, and relationship development.

• Prepare reports on outreach efforts, referral outcomes, and business development activities.

• Collaborate with leadership to identify opportunities to improve referral conversion, client satisfaction, and service delivery.

Required Qualifications

• Previous experience in home care, home health, healthcare coordination, Medicaid waiver services, case management, or a related healthcare field.

• Working knowledge of the Indiana Medicaid Waiver Program, including waiver services, referral pathways, eligibility processes, and service coordination.

• Experience communicating with Medicaid waiver case managers, care coordination agencies, healthcare providers, or community-based service organizations.

• Strong interpersonal, written, and verbal communication skills.

• Excellent organizational skills, attention to detail, and follow-through.

• Ability to manage multiple referrals and priorities in a fast-paced environment.

• Proficiency in Microsoft Office, email, and electronic documentation or client management systems.

• Valid driver's license and reliable transportation if community outreach is required.

Preferred Qualifications

• Two or more years of experience in home care, healthcare outreach, client intake, or Medicaid waiver services.

• Direct experience supporting clients who receive Indiana Medicaid waiver-funded home and community-based services.

• Familiarity with person-centered planning, service authorization, and coordination among clients, families, case managers, and service providers.

• Experience in business development, referral generation, or healthcare relationship management.

• Knowledge of applicable Indiana Medicaid provider requirements and documentation practices.

Performance Expectations

Performance may be evaluated based on:

• Development and maintenance of referral relationships.

• Growth in qualified referrals and new client opportunities.

• Timely follow-up on Medicaid waiver and private-pay inquiries.

• Effective coordination of intake documentation and service initiation.

• Client, family, and referral partner satisfaction.

• Accuracy of records and compliance with organizational procedures.

• Achievement of established outreach and business development goals.

Work Environment

This position may involve office-based work, telephone and email communication, and community outreach to healthcare facilities, case management organizations, and referral partners. Occasional evening or weekend availability may be required based on business needs.