Care Continuum Partner

1012 Lehigh Valley Physician Group - Lehigh; Allentown (Lehigh County); On-site; USD 45,000 - 60,000; Full time

Job summary

Lehigh Valley Health Network is seeking a Care Continuum Partner to act as a main liaison between patients, families and clinical teams. You will coordinate, navigate and schedule all aspects of care, delivering an optimal patient experience across outpatient, procedures and transition of care needs.

The role includes new patient coordination, outreach to follow up on care and appointment needs, and collaboration with financial counseling and support services.

Qualifications

• High School Diploma/GED.
• Experience interacting with patients and navigating a complex health system.

Responsibilities

• Collaborate with clinical care team to support pre-visit planning and patient flow.
• Assist with referral management, intake, scheduling, and pre-certification processes.
• Coordinate and schedule complex appointments across continuum of care, including procedures and diagnostics.
• Serve as new patient concierge in regional or practice models.
• Communicate with patients via phone, portal and other platforms.
• Provide clear prep instructions for tests and procedures.
• Support care team with social determinants of health resources.

Skills

Customer service

Communication

Attention to detail

Multitasking

Professionalism

Computer literacy

Education

High School Diploma/GED

Technical School Diploma or Associate's Degree

Tools

Electronic Medical Records (EMR)

Scheduling software

Job description

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary

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

Job Duties

• 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.

Minimum Qualifications

• 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 and 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.

Preferred Qualifications

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

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require. Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work Information

• Work Shift: Day Shift
• Address: 798 Hausman Rd Ste 100
• Primary Location: Allentown- Hausman Road
• Position Type: Onsite
• Union: Not Applicable
• Work Schedule: Monday-Friday; 8:00a-4:30p
• Department: 1012-80136 LVPG-L Bone Health Center

Lehigh Valley Health Network (LVHN) is the region’s largest employer and health care provider of choice. Our nearly 20,000 health care professionals take pride in what they do and are driven by our mission to heal, comfort and care for the people of our community.

If you are someone who aligns with LVHN’s core values – Compassion, Integrity, Collaboration and Excellence – you will have a rewarding and successful career here.