Care Continuum Partner

Lehigh Valley Health Network•Allentown, PA

1d•Onsite

About The Position

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, this role provides the full capabilities to partner with patients and families to coordinate, navigate and schedule all aspects of their care, including outpatient services, procedures, community resources, and transition of care needs, to deliver an optimal patient experience. The partner is responsible for meeting patients where they are within physical or virtual walls and for advanced level partnerships with patients, including scheduling appointments and addressing full care needs and care compliance opportunities both within and outside the organization.

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.
Ability 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.
Ability to handle patients and families in stressful situations.
Ability to maintain strict confidentiality.
Ability to adapt to changing priorities.
Critical thinking skills and solutions-focused approach.

Nice To Haves

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

Responsibilities

In collaboration with clinical care team, participates and supports in pre-visit planning to ensure smooth operation and patient flow in busy physician practice.
Provides support regarding referral management and intake, scheduling, pre-certification process, follow up calls and record retrieval for timely appointments.
Coordinates and schedules complex appointments for patient across their continuum of care including procedures, office visits, diagnostic testing, and other ancillary services that require coordination of multiple resources. Included but not limited to: procedures, surgery, radiology and diagnostic imaging, diagnostic testing, labs, new patient coordination and therapeutic care plans.
May serve as new patient concierge role in regional or practice models.
Assesses patient and family needs and supports care plan compliance. Examples include new patient coordination and intake, conducting patient outreach to follow up on patient care and appointment needs.
Conducts 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.
Provides patient with robust care continuum plan and explanation of necessary care elements.
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.
Create and maintain 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.

Benefits

Opportunity to work at one of the nation's most advanced health networks
Be part of an exceptional health care experience
Join an inspired, passionate team
Opportunity to do great work
Work for a nationally recognized, forward-thinking organization
Work for a Magnet(tm) Hospital (recognized for nursing excellence and quality patient outcomes)
Work for a health network committed to teamwork, compassion, and technology
Work for a Great Place to Work® certified organization
Culture of trust
Rewarding and successful career for those aligning with core values (Compassion, Integrity, Collaboration and Excellence)