Community Care Coordinator

Hanger, Inc.•Durham, NC

About The Position

The Community Care Coordinator (CCC) provides patient support and customer service through proactive communication, patient advocacy, and emotional and educational support for patients and families coping with limb loss or other 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 role requires an understanding of prosthetics, orthotics, and healthcare. The CCC guides patients and families through referral and initial interaction, surgery, recovery, treatment, and rehabilitation; coordinates and administers patient care; and provides service to patients, referral sources, and colleagues. The coordinator also builds relationships with community healthcare providers to foster 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.

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 have a driving record that meets Hanger’s Motor Vehicle Safety Policy and Procedures.
Strong interpersonal, oral, and written communication skills.
Strong customer service skills; empathetic, kind, and engaging personality.
Non-revoked, valid passenger vehicle driver’s license.
Excellent organizational skills and time management, including the ability to maintain a schedule.
Understanding of insurance.
Ability and willingness to work with handicapped individuals.
Ability to use a computer, including Windows-based software and email, and necessary office equipment.
Act with integrity, keeping relationships honest, transparent, and respectful; keep patients at the center of the work; collaborate openly; adapt and innovate; and focus on superior outcomes.

Nice To Haves

ATC, EMT, MA, Surgical Tech, LVN, PTA, Physician Extenders, 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.
SharePoint Post-Acute CRM familiarity.
Understanding of medical reimbursement and terminology and Hanger Clinic front-office duties.
Clinical background; the posting notes this can be added as part of training.

Responsibilities

Ensure new patients are contacted before or after an initial consult or AmpuShield fitting and entered into Hanger Clinic’s patient management and tracking system.
Support patients with amputations and their families in the weeks before and after surgery by providing information, resources, advice, and counsel about the process and options for prosthetic or orthotic devices.
Coordinate AMPOWER visits.
Build and maintain referral relationships for Hanger Clinic.
Assist with obtaining appropriate clinical documentation for insurance coverage.
Keep patients engaged after initial contact through follow-up communications and appointments to support an excellent patient experience and continuity of care.
Provide updates about follow-up visits with surgeons, including wound descriptions, photos, care plan details, and modifications as needed.
Complete hospital, skilled nursing facility, or rehabilitation facility visits as needed and as determined by the care team.
Identify and follow up on referrals to ensure continuity of care and that patient and family needs are met.
Serve as a contact for patients and families, referring physicians, outside agencies and staff, and the general public by providing information about clinic services.
Liaise between patients, clinic areas, and ancillary services to coordinate pre-operative and post-operative planning, preparation, and care through delivery of a definitive device.
Use CCC clinical communication and tracking tools to maintain communication with patients and associated health professionals.
Assist patients with upcoming visits and fittings, which may require becoming an ABC Certified Orthotic Fitter.