Care Continuum Partner

Schuylkill•Allentown, PA

8d•Onsite

About The Position

The Care Continuum Partner serves as the primary liaison among patients, families, and the clinical team throughout the continuum of care. The role partners with patients and families to coordinate, navigate, and schedule care—including outpatient services, procedures, community resources, and transitions of care—with the goal of delivering an optimal patient experience. The partner meets patients within physical and virtual care settings and helps address their care needs and opportunities for care compliance both within and outside the organization. In collaboration with the clinical care team, this position supports pre-visit planning, referral management, intake, scheduling, pre-certification, follow-up, and record retrieval. It coordinates complex appointments involving multiple services and resources, provides patients with preparation instructions and a clear care-continuum plan, and connects patients and families with relevant organizational and community resources. The role also supports assessment of social determinants of health, maintains patient records, manages prior authorization and referral requirements, and guides patients in using patient portal and medical record technology. The Care Continuum Partner may serve as a new-patient concierge and as a Virtual Care Concierge partner.

Requirements

High school diploma or GED, with a commitment to advance education.
Two years of experience interacting with patients, including performing at least some of the listed core functions.
Three years of experience working in a complex health system environment or a related field.
High degree of accuracy and attention to detail.
Enhance skills through continuing education.
Ability to handle numerous tasks simultaneously.
Superior customer service skills.
Working knowledge of basic computer functionality.
Effective and professional written and verbal communication skills.
Ability to support patients and families in stressful situations.
Ability to maintain strict confidentiality.
Ability to adapt to changing priorities.
Critical-thinking skills and a solutions-focused approach.

Nice To Haves

Technical school diploma, specialized diploma, or associate degree.
Knowledge of and experience with electronic medical records and scheduling software.
Knowledge of medical terminology.

Responsibilities

Collaborate with the clinical care team on pre-visit planning to support efficient practice operations and patient flow.
Support referral management and intake, scheduling, pre-certification, follow-up calls, and retrieval of records for timely appointments.
Coordinate and schedule complex appointments across the care continuum, including procedures, surgery, office visits, radiology and diagnostic imaging, diagnostic testing, laboratory services, new-patient coordination, and therapeutic care plans.
May serve as a new-patient concierge in regional or practice models.
Assess patient and family needs and support compliance with care plans, including new-patient intake and outreach regarding care and appointment needs.
Communicate with patients through telephone, patient portals, and other applicable virtual platforms.
Facilitate communication among physicians and providers, the clinical care team, and financial, outpatient, ancillary, and supportive services.
Give patients clear instructions for preparing for tests and procedures and explain what to expect upon arrival, following established guidelines.
Provide patients with a care-continuum plan and explain its necessary elements.
Create a warm, welcoming environment for patients, families, and staff through customer service and compassionate care.
Connect patients and families with relevant internal and community resources, such as financial counseling, transportation support, social work, counseling, nurse navigation, nutrition services, and support groups.
Support the care team's assessment of social determinants of health and other community and psychosocial needs.
Create and maintain patient records and manage visit prior-authorization and referral requirements.
Serve as a patient and family resource for the patient portal and medical record technology.
Act as a Virtual Care Concierge partner, offering assistance and guidance when appropriate.