Community Care Coordinator

Hanger, Inc.•West Milwaukee, WI

13d

About The Position

The Community Care Coordinator (CCC) provides 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 their designee, the CCC coordinates care delivery for patients with amputations or limb difference. The role requires a thorough understanding of prosthetics, orthotics, and the medical and healthcare field. The CCC offers consultation and guidance from initial referral through surgery, recovery, treatment, and rehabilitation, and coordinates care for patients, referral sources, and colleagues. The position 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 communications with patients, care team members, and referral partners to support an exceptional patient experience.

Requirements

Minimum of 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 delivering high-level 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 and an empathetic, kind, engaging personality.
Non-revoked, valid passenger vehicle driver’s license.
Excellent organizational skills and time-management skills, including the ability to maintain a schedule.
Understanding of insurance.
Ability and willingness to work with individuals with disabilities.
Ability to use a computer, including Windows-based software and email, and all necessary office equipment.
Act with integrity, honesty, transparency, and respect; keep patients at the center of care; collaborate openly; adapt and innovate; and focus on superior outcomes.

Nice To Haves

ATC, EMT, MA, Surgical Tech, LVN, PTA, Physician Extender, OTA, Social Work, or similar certification or equivalent experience.
Experience with progressively responsible healthcare facility administrative support, such as insurance processing coordinator, patient care coordinator, MA, 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.
Some clinical background is useful and may be added through training.

Responsibilities

Contact new patients before or after their initial consultation or AmpuShield fitting and enter them into Hanger Clinic’s patient management and tracking system.
Support patients with amputations before and after surgery by providing patients and families with 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.
Maintain patient engagement after initial contact through follow-up communications and appointments, supporting continuity of care and a positive patient experience.
Provide updates on 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 determined by the care team.
Identify and follow up on referrals to ensure continuity of care and meet patient and family needs.
Serve as a contact for patients and families, referring physicians, outside agencies and staff, and the general public, 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.