Care Continuum Partner

Job 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, the Partner provides the full capabilities to partner with patients 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. Job Duties Participate in pre‑visit planning with the clinical care team to ensure smooth operation and patient flow in a busy physician practice. Support referral management, intake, scheduling, pre‑certification, follow‑up calls, and record retrieval for timely appointments. Coordinate and schedule complex appointments for patients across their continuum of care, including procedures, office visits, diagnostic testing, and other ancillary services that require coordination of multiple resources (e.g., procedures, surgery, radiology, diagnostic imaging, labs, new‑patient coordination, and therapeutic care plans). Serve as a new‑patient concierge in regional or practice models. Assess patient and family needs and support care plan compliance, including new‑patient coordination, intake, and outreach follow‑up. Communicate with patients via telephone, patient portal, and other virtual platforms where applicable. Facilitate communication among the physician/provider, clinical care team, financial services, outpatient, ancillary, and supportive services. Provide patients with clear instructions on how to prepare for tests and procedures and explain what to expect upon arrival per established guidelines. Provide patients with a robust care continuum plan and explanation of necessary care elements. Create a warm and welcoming environment for patients, families, and staff using exceptional customer service and compassionate care skills. Connect patients and families with resources and services within the organization (e.g., financial counseling, transportation support, social work, counseling, nurse navigation, nutrition services, support groups) based on social determinants of health. Support the care team’s process to assess patients’ social determinants of health and other community and psychosocial needs. Create and maintain patient records, manage visit prior authorization and referral requirements. Serve as an expert and liaison to patients and families on the patient portal and medical record technology. Function as a Virtual Care Concierge partner offering assistance and guidance when appropriate. Minimum Qualifications High School Diploma or GED. At least 2 years of experience interacting with patients and performing core functions of this role, and 3 years of experience working within a complex health system environment or related field. High degree of accuracy and attention to detail. Ability to handle numerous tasks simultaneously. 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 and maintain strict confidentiality. Ability to adapt to changing priorities. Critical thinking skills and solutions‑focused approach. Preferred Qualifications Technical School Diploma, Specialized Diploma, or Associate’s Degree. Knowledge and experience with electronic medical records and scheduling software. Knowledge of medical terminology. Physical Demands Lifts and carries 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. Disclaimer This position description provides the major duties, responsibilities, requirements, and working conditions for the position. It is an accurate reflection of the current position; however, management reserves the right to revise or change it as necessary to meet organizational needs. EEO Statement 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. Work Shift and Location Work Shift: Day Shift Address: 2775 Schoenersville Rd, Bethlehem – Schoenersville Road Position Type: Onsite Union: Not Applicable Work Schedule: Monday‑Friday; 8:00‑4:30p Department 1004‑06159 Mental Health Clinic – Muhl – Lehigh Valley Health Network (LVHN) #J-18808-Ljbffr 1004 Lehigh Valley Hospital