Care Continuum Partner
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 description
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.
- May serve as new patient concierge role in regional or practice models.
- Assesses patient and family needs and supports care plan compliance.
- 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 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.
Requirements
- 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.
- Technical School Diploma or Specialized Diploma or Associate’s Degree
- Knowledge and experience with electronic medical records and scheduling software.
- Knowledge of medical terminology.
Company overview
Lehigh Valley Health Network (LVHN) is a major healthcare provider and hospital network based in Allentown, Pennsylvania, serving the Lehigh Valley and Northeastern Pennsylvania regions. Founded in 1899, LVHN operates as a comprehensive healthcare system with 13 hospital campuses, 28 health centers, numerous primary and specialty care physician practices, and multiple urgent care locations. The network's flagship facility, Lehigh Valley Hospital-Cedar Crest, is Pennsylvania's third-largest hospital and features the state's first Level One Trauma Center. LVHN provides a wide range of medical services including specialized institutes for cancer care, heart and vascular treatment, surgical excellence, orthopedics, and neuroscience. The network operates the third-largest heart surgery program in Pennsylvania, performing over 1,200 open-heart procedures annually, and maintains one of the state's largest cancer centers treating over 2,400 new patients each year. In August 2024, LVHN completed a merger with Jefferson Health, becoming part of a larger healthcare system with 32 hospitals and over 700 locations across Pennsylvania. Prior to the merger, LVHN was the largest employer in the Lehigh Valley metropolitan region, with approximately 20,000 employees dedicated to providing comprehensive healthcare services to the community.