Care Continuum Partner

About the role

The Care Continuum Partner serves as the main liaison between the patient, family, and clinical team for patients and their families across the continuum of their care. At every touch point with the patient, the Care Continuum Partner provides the full capabilities to partner with patient and families to coordinate, navigate, and schedule all aspects of their care including outpatient, procedures, community, and transition of care needs to deliver an optimal patient experience.

Responsibilities

• Participates and supports in pre-visit planning to ensure smooth operation and patient flow in busy physician practice.
• Supports regarding referral management and intake, scheduling, pre-certification process, follow-up calls, and record retrieval for timely appointments.
• Covers complex appointments for patients across their continuum of care including procedures, office visits, diagnostic testing, and other ancillary services that require coordination of multiple resources.
• Serves as a new patient concierge role in regional or practice models.
• Assesses patient and family needs and supports care plan compliance, including new patient coordination and intake, conducting patient outreach to follow up on patient care and appointment needs.
• Communicates with patient in traditional and innovative platforms including telephone, patient portal, and other virtual platform solutions where applicable.
• Facilitates communication amongst the physician/provider, clinical care team as well as financial, outpatient, ancillary, and supportive services.
• Provides the patient with clear instructions on how to prepare for tests and procedures and explains what to expect upon arrival per established guidelines.
• Creates a warm and welcoming environment for patients, families, and staff using exceptional customer service and compassionate care skills.
• Connects patient and families with resources and services from both within the organization in support of their continuum of care (e.g., financial counseling, transportation support, social work, counseling, nurse navigation, nutrition services, and support groups, etc.) based on social determinants of health.
• Supports the care team's process to assess patient's social determinants of health and other community and psychosocial needs.
• Creates and maintains patient records, manages visit prior authorization and referral requirements.
• Serves as expert and liaison to patient and family on the patient portal and medical record technology.
• Functions as Virtual Care Concierge partner offering assistance and guidance when appropriate.

Requirements

• High School Diploma/GED
• Commitment to advance education
• 2 years experience interacting with patients as part of this experience, performing at least some of these core functions
• 3 years experience working within a complex health system environment or related field
• High degree of accuracy and attention to detail
• Enhances skills through continuing education
• Able to handle numerous tasks at the same time
• Superior customer service skills
• Working knowledge of basic computer functionality
• Effective and professional written and verbal communication
• Able to handle patients and families in stressful situations
• Able to maintain strict confidentiality
• Able to adapt to changing priorities
• Critical thinking skills and solutions-focused approach

Qualifications

• Technical School Diploma or Specialized Diploma or Associate’s Degree
• Knowledge and experience with electronic medical records and scheduling software
• Knowledge of medical terminology

Physical Demands

• Lift and carry 25 lbs.
• Frequent sitting/standing
• Frequent keyboard use
• Patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting, and performing CPR.

Benefits

Lehigh Valley Health Network offers a comprehensive benefits package that includes:

• Health insurance
• Vision insurance
• Dental insurance
• Paid time off
• Flexible spending accounts
• Retirement savings options
• Employee assistance program
• Professional development opportunities

Pay

Salary range for this position is $XX.XX - $XXX.XX per hour, depending on experience and qualifications.

Schedule

This position is typically scheduled Monday through Friday, with occasional evening and weekend hours as needed.