Community Care Coordinator

Hanger, Inc.•Baltimore, MD

3d•$29 - $34

About The Position

The Community Care Coordinator (CCC) provides proactive patient support, customer service, advocacy, emotional support, and education to patients and families coping with limb loss or orthotic and prosthetic needs. Under the general direction of the ACM / CM or designee, the CCC coordinates seamless care delivery for patients with amputations or limb difference. The CCC applies an understanding of prosthetics, orthotics, and healthcare to guide patients through referral, consultation, surgery, recovery, treatment, and rehabilitation. The role coordinates and administers patient care for patients, referral sources, and colleagues, while building relationships with community healthcare providers and identifying opportunities to serve more patients. Working with Hanger personnel and office staff, the CCC manages day-to-day communication with patients, care team members, and referral partners to support an exceptional patient experience. The position may include hospital, skilled nursing facility, and rehabilitation facility visits as needed.

Requirements

At least 2 years of experience in a patient care environment.
BA/BS in a health-related field or equivalent work experience.
Ability to be credentialed in major hospital systems.
Experience providing a high level of customer service in a fast-paced environment, including handling confidential data with discretion.
Must have, or be eligible to obtain, a valid driver’s license and a driving record meeting Hanger’s Motor Vehicle Safety Policy and Procedures standards.
Strong interpersonal, oral, and written communication skills.
Strong customer service skills.
Empathetic, kind, and engaging personality.
Excellent organizational skills and time management, including the ability to maintain a schedule.
Understanding of insurance.
Willingness or ability to work with individuals with disabilities.
Ability to use a computer, including Windows-based software and email, and necessary office equipment.
Ability to act with integrity, keep the patient at the center of care, collaborate constructively, adapt to change, and focus on superior outcomes.

Nice To Haves

Some clinical background; the posting notes this can be developed through training.
ATC, EMT, MA, Surgical Tech, LVN, PTA, Physician Extender, OTA, Social Work, or similar certification or equivalent experience.
Experience with progressive responsibilities in healthcare facility administrative support, such as insurance processing coordinator, patient care coordinator, medical assistant, or related roles.
Experience interfacing with physicians, nurses, physical therapists, occupational therapists, and clinical support personnel.
Familiarity with SharePoint Post-Acute CRM.
Understanding of medical reimbursement and terminology and Hanger Clinic front-office duties.

Responsibilities

Contact new patients before or after an initial consultation or AmpuShield fitting and enter them into Hanger Clinic’s patient management and tracking system.
Support patients with amputations and their families before and after surgery with information, resources, advice, and guidance about prosthetic and orthotic options.
Coordinate AMPOWER visits.
Build and maintain referral relationships for Hanger Clinic.
Assist with obtaining clinical documentation needed for insurance coverage.
Maintain patient engagement through follow-up communications and appointments to support continuity of care and a positive patient experience.
Provide updates about follow-up visits with surgeons, including wound descriptions, photos, care plan details, and any necessary care plan modifications.
Complete hospital, skilled nursing facility, or rehabilitation facility visits as needed and determined by the care team.
Identify and follow up on referrals to support continuity of care and meet patient and family needs.
Serve as a contact for patients, families, referring physicians, outside agencies, outside staff, and the general public by providing information about clinic services.
Coordinate communication between patients, clinic areas, and ancillary services for pre-operative and post-operative planning, preparation, and care through delivery of a definitive device.
Use CCC clinical communication and tracking tools to communicate with patients and associated health professionals.
Assist patients with upcoming visits and fittings; this may require becoming an ABC Certified Orthotic Fitter.