Community Care Coordinator

Location

Kalamazoo, MI | United States

Job description

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

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.

• 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

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

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

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.

• Strong interpersonal, oral and written communication skills.
• Strong customer service skills.
• Experience interfacing with physicians, nurses, physical therapists, occupational therapists and various clinical support personnel.
• Ability/willingness to work with handicapped individuals.
• SharePoint Post-Acute CRM versed.
• Understanding of medical reimbursement and terminology and an understanding of Hanger Clinic front office duties preferred.
• Ability to use a computer, including Windows-based software and e-mail.
• Ability to use all necessary office equipment.
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Employees working at least 20 hours per week are eligible for the following benefits:

• Competitive Pay
• Health Insurance
• Dental Insurance
• Vision Insurance
• 8 Paid Holidays per Year
• Paid Vacation Time Off
• Paid Sick Time Off
• 8 hours of paid time to volunteer in your community
• Floating Holiday
• Life Insurance
• Medical Flex Spend Account
• Dependent Care Flex Spend Account
• Free employee assistance program
• 401(k)
• Full-time employees are also eligible for short-term and long-term disability insurance

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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