Community Liaison

The Community Liaison is responsible for building Hayward Gardens Post Acute's (HGPA) name recognition and reputation within the senior-living and post-acute community. The role focuses on establishing HGPA as a known, trusted, and well-regarded provider among assisted living facilities (ALFs), independent living facilities (ILFs), memory care communities, group homes, board and care homes, hospice agencies, and other community partners — through in-person outreach — and on maintaining that relationship with HGPA's own patients after discharge through telephonic follow-up.

The underlying goal of this position is to build HGPA's brand reputation and community awareness among senior-living stakeholders, referral partners, and the broader Hayward community. The Community Liaison serves as a consistent, visible brand ambassador for HGPA, working closely with the Marketing team on messaging/materials and with Social Services on discharge-related coordination. Census growth, patient retention, and conversion outcomes remain primarily the responsibility of the Clinical Liaison and Marketing; the Community Liaison's contribution is the reputation and relationship foundation that supports those outcomes.

This role is measured primarily on reputation and relationship outcomes — name recognition among referral partners, breadth and quality of community relationships, and consistency of post-discharge patient contact — rather than on admissions numbers directly. The Community Liaison focuses exclusively on non-hospital referral sources; relationships with hospitals, hospital case managers, and hospital discharge planners remain the responsibility of the Clinical Liaison. Close coordination with the Clinical Liaison, Marketing, and Social Services is expected so outreach efforts are aligned and not duplicated.

Community & Referral Source Development

• Serve as a consistent, visible brand ambassador for HGPA in the community — ensuring messaging, materials, and presence at outreach events reflect HGPA's brand and reputation accurately and favorably.

• Identify, prioritize, and build ongoing relationships with ALFs, ILFs, memory care communities, group homes, board and care homes, hospice agencies, and other community partners within HGPA's service area.

• Conduct regular in-person visits to partner communities to build name recognition, strengthen relationships, and keep HGPA top-of-mind.

• Plan and host “lunch-and-learn” sessions at partner communities to educate staff and residents on HGPA's services and reputation.

• Represent HGPA at community events, senior-living association meetings, health fairs, and other provider networking functions.

• Maintain an organized record of referral source contacts, visit cadence, and relationship status.

• Coordinate with the Clinical Liaison so community outreach and hospital-facing outreach stay aligned and non-duplicative.

• Organize small events, activities, or games at partner ALF/ILF/group home/board and care locations that serve current residents there while creating goodwill and visibility touchpoints with HGPA alumni.

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Collaboration with Marketing & Social Services

• Partner with the Marketing team on messaging, collateral, and event materials to ensure community-facing communication is consistent with HGPA's overall brand strategy.

• Share community feedback, referral partner insights, and relationship intelligence with Marketing to inform broader reputation and outreach campaigns.

• Coordinate with Social Services on discharge planning touchpoints so post-discharge outreach is informed by, and consistent with, each patient's discharge plan.

• Loop in Social Services when a discharged patient's post-discharge call surfaces a need, concern, or risk factor relevant to their care transition.

• Participate in joint planning with Marketing and Social Services for larger community events or campaigns as needed.

Post-Discharge Patient Engagement & Retention (Telephonic)

• Conduct telephonic follow-up calls with HGPA patients following discharge (e.g., within 48–72 hours, then again at approximately 30 days) to check on status, address concerns, and support a positive transition.

• Observe and report readmission risk signals identified during calls to the Director of Nursing (DON) or case management for clinical follow-up; the Community Liaison identifies and escalates but does not perform clinical assessment.

• Reinforce with former patients and their families that they can request HGPA by name for any future skilled nursing need.

• Collect patient and family satisfaction feedback during calls for use in marketing materials, testimonials, and Five-Star Quality Rating improvement efforts.

• Maintain clear boundaries around Protected Health Information (PHI) consistent with HIPAA; calls are relational and service-oriented, not clinical in nature.

Reporting & Administration

• Track and report referral source activity, event participation, and post-discharge call completion on a regular (recommended weekly/monthly) cadence.

• Maintain records of community relationships and outreach activity to support reputation and brand-awareness reporting to the Administrator and PACS.

• Manage a small events/outreach budget (meals for lunch-and-learns, activity supplies) within approved limits.

• Participate in facility QAPI, marketing, and community relations meetings as requested by the Administrator.

Performance in this role will be evaluated primarily on reputation, relationship, and awareness outcomes, with referral and retention metrics tracked as supporting indicators shared with Marketing and the Clinical Liaison:

Metric

Definition

Target / Cadence

Community Awareness / Brand Visibility

Qualitative + activity-based tracking (event attendance, referral partner familiarity, community feedback) of HGPA's reputation and visibility among target audiences

Reviewed quarterly with Administrator and Marketing

New Referral Relationships Established

Count of new active ALF/ILF/memory care/group home/board and care/hospice relationships

Reported quarterly

Lunch-and-Learns / Events Hosted

Number of outreach events held at partner communities

Reported quarterly

Post-Discharge Call Completion Rate

% of discharged patients receiving a telephonic follow-up call within the defined window

Tracked monthly

Referral Source Mix (supporting metric)

% of total admissions originating from community sources vs. Kaiser/hospital channels — tracked jointly with Marketing/Clinical Liaison

Tracked ongoing

Return Admission Rate (supporting metric)

% of eligible former HGPA patients who choose HGPA again for a subsequent skilled nursing stay — tracked jointly with Marketing/Clinical Liaison

Reported monthly/quarterly

Education

• High school diploma or equivalent required; Bachelor's degree in healthcare administration, marketing, business, or related field preferred.

Experience

• Prior experience in senior living, skilled nursing, home health, or healthcare business development strongly preferred.

• Experience in a relationship-driven sales, outreach, or community engagement role.

• Prior admissions, business office, or care coordination experience within a SNF is a plus and supports continuity of referral and discharge knowledge.

Knowledge, Skills & Abilities

• Strong interpersonal and relationship-building skills with both professional referral contacts (B2B) and patients/families (B2C).

• Comfortable with proactive, in-person outreach and public speaking in small group settings (lunch-and-learns, events).

• Working knowledge of HIPAA requirements as they apply to post-discharge patient contact.

• Basic proficiency with referral tracking tools, spreadsheets, or CRM systems.

• Self-directed and well organized; able to manage a field-based schedule with minimal daily supervision.

• Valid California driver's license, reliable transportation, and satisfactory driving record.

• Position combines field-based community outreach with office/phone-based patient follow-up; requires regular local travel between HGPA and partner communities for the outreach function.

• Requires the ability to sit, stand, walk, and drive for extended periods throughout the workday, as well as extended telephone use for post-discharge follow-up.

• Occasional evening or weekend availability required for community events and lunch-and-learn sessions.

• Must be able to transport light event/outreach materials (e.g., activity supplies, printed materials).

Local travel is expected for the community outreach function of this role (visits to referral-source communities, lunch-and-learns, and events). Post-discharge patient follow-up is conducted by phone and does not require travel. Mileage reimbursement or a vehicle stipend should be established consistent with PACS policy for the outreach-related travel.

• Hospital relationships excluded: This role does not manage relationships with hospitals, hospital case managers, or hospital discharge planners; those remain with the Clinical Liaison.

• Census/conversion ownership: Driving census growth, admissions conversion, and patient retention targets remain primarily owned by the Clinical Liaison and Marketing. This role builds the community reputation and relationship foundation that supports those outcomes, and reports relevant activity to both.

• Clinical scope excluded: This role does not perform clinical assessments, care planning, or clinical case management. Any clinical concerns identified during calls are escalated to the DON or case management team.

• PHI handling: All patient contact must remain within HIPAA-compliant boundaries; the Administrator and DON should define, in writing, what information the Community Liaison may access and discuss.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected status.