Care Continuum Partner

Lehigh Valley Health Network•Allentown, PA

1d•Onsite

About The Position

The Care Continuum Partner serves as the main liaison between patients, families, and the clinical team across the continuum of care. The role partners with patients and families to coordinate, navigate, and schedule care—including outpatient visits, procedures, community resources, and transitions of care—to support an optimal patient experience. The partner meets patients within the organization’s physical and virtual settings and helps address their care needs and opportunities for care compliance, including appointment scheduling and follow-up.

Requirements

High school diploma or GED, with a commitment to advance education.
At least 2 years of experience interacting with patients, including experience performing at least some of the role’s core functions.
At least 3 years of experience working within a complex health system environment or related field.
High degree of accuracy and attention to detail.
Ability to 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 handle 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’s degree.
Knowledge 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 smooth operations and patient flow in a busy physician practice.
Support referral management and intake, scheduling, pre-certification, follow-up calls, and medical-record retrieval for timely appointments.
Coordinate and schedule complex appointments across the continuum of care, including procedures, surgery, radiology and diagnostic imaging, diagnostic testing, laboratory services, new-patient coordination, and therapeutic care plans.
Assess patient and family needs and support care-plan compliance, 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.
Provide clear instructions for preparing for tests and procedures, explain what patients should expect upon arrival, and explain the care-continuum plan and its necessary elements.
Create a warm and welcoming environment for patients, families, and staff through customer service and compassionate care.
Connect patients and families with organizational resources and services, such as financial counseling, transportation support, social work, counseling, nurse navigation, nutrition services, and support groups, based on social determinants of health.
Support the care team’s assessment of patients’ social determinants of health and community and psychosocial needs.
Create and maintain patient records and manage visit prior-authorization and referral requirements.
Serve as an expert and liaison for patients and families using the patient portal and medical-record technology, and provide virtual-care concierge assistance when appropriate.