Community Care Coordinator

Job Description

Job Description

Overview

The Community Care Coordinator (CCC) provides superior patient support and customer service via proactive intervention, communication, and patient advocacy as well as providing emotional and educational support to patients and families coping with limb loss and/or a variety of orthotic and prosthetic needs. The CCC will work under the general direction of the ACM / CM or his/her designee, utilizing communication and management skills to coordinate seamless care delivery for patients with amputations / limb difference.

 

The CCC should be equipped with a thorough understanding of prosthetics, orthotics, and the medical/healthcare field. The CCC provides patient consultation, comfort, and guidance through the spectrum of initial patient referral and interaction, surgery, recovery, treatment and rehab. The CCC will provide the highest level of customer/client service to prosthetic and orthotic patients, referral sources, and colleagues through the coordination and administration of prosthetic and orthotic patient care. Through interacting with healthcare providers in the community, the CCC will also be responsible for building relationships and fostering new opportunities to serve more patients.

 

Working closely with Hanger personnel and office staff, this position holds responsibility for the day to day management of, and communication with patients, care team members and referral partners to ensure an exceptional patient experience.

Responsibilities

• Ensure that new patients are contacted before or after initial consult or AmpuShield fitting and are entered into Hanger Clinic’s patient management and tracking system
• Support patients with amputations through the weeks pre/post-surgery by providing new patients and their families with information, resources, advice and counsel on the process and options to be fit with a prosthetic / orthotic device
• 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 with follow-up communications and appointments to ensure an excellent patient experience and continuity of care at Hanger Clinic
• Provide updates on follow up visits w/surgeon including wound description, photos, care plan details and any modifications to the care plan as needed.
• Complete hospital visits, visits to skilled nursing facilities, or rehab facilities as needed and determined by the care team.
• Identify and follow-up on all referrals to assure continuity of care and patient/family needs are met
• Act as contact for patients and families, referring physicians, outside agencies, outside staff and general public by providing information regarding the clinic’s services
• Serve as a liaison between the patient and the various clinic areas and ancillary services to coordinate activities involved in pre-operative / post-operative planning and preparation and care coordination through to the delivery of a definitive device.
• Utilize 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

 

Knowledge and Skill:

• Strong interpersonal, oral and written communication skills.
• Strong customer service skills
• Empathetic, kind, engaging personality
• Non revoked, valid passenger vehicle driver’s license
• Excellent organizational skills
• Understanding of Insurance is very important
• Some clinical background is ultimately very useful but can be added as part of the training 
• Time management and the ability to maintain a schedule

Qualifications

 

Minimum

• Minimum 2 years of experience in a patient care environment
• BA/BS in Health related field or equivalent work experience
• Ability to be credentialed in major hospital systems
• Experience in 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 driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures. 

 

Preferred

• ATC, EMT, MA, Surgical Tech, LVN, PTA, Physician Extenders, OTA, Social Work or like certification or equivalent experience
• Experience with progressive responsibilities in health care facility administrative support functions such as insurance processing coordinator, patient care coordinator, MA, or related roles.