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Patient Care Liaison

2 months ago


Greenwood Indiana, United States Hanger, Inc. Full time

About Us:
At Hanger, Inc., we are dedicated to Empowering Human Potential. As the leading provider of orthotic and prosthetic (O&P) services and products, we deliver advanced O&P solutions, clinically distinctive programs, and exceptional customer service. Our Patient Care segment stands as the largest operator of O&P clinics across the nation.

Through our Products & Services segment, we distribute both branded and private label O&P devices, components, and offer rehabilitative solutions to a wider market.

With a legacy of 160 years in clinical excellence and innovation, our vision is to dominate the orthotic and prosthetic markets by providing unparalleled patient care, outcomes, services, and value.

Every day, our employees impact countless lives, assisting individuals in achieving new levels of mobility and independence.

Position Overview:


The Patient Care Liaison (PCL) is responsible for delivering exceptional patient support and customer service through proactive communication, intervention, and advocacy. This role also provides emotional and educational assistance to patients and families navigating limb loss and various orthotic and prosthetic requirements.

The PCL operates under the guidance of the ACM / CM or their designee, utilizing strong communication and management skills to ensure seamless care delivery for patients with amputations or limb differences.

The PCL should possess a comprehensive understanding of prosthetics, orthotics, and the healthcare landscape.

This role involves patient consultation, comfort, and guidance throughout the entire process, from initial referral and interaction to surgery, recovery, treatment, and rehabilitation.

The PCL is committed to delivering the highest level of service to prosthetic and orthotic patients, referral sources, and colleagues through effective coordination and administration of patient care.

By engaging with healthcare providers in the community, the PCL will also be tasked with building relationships and creating new opportunities to assist more patients.


Working closely with Hanger personnel and office staff, this position is responsible for the daily management and communication with patients, care team members, and referral partners to ensure an outstanding patient experience.


Your Contributions:
Ensure timely contact with new patients following initial consultations or fittings

Support patients with amputations during the pre/post-surgery period by providing families with vital information, resources, and guidance regarding the prosthetic/orthotic fitting process

Coordinate AMPOWER visits

Establish and maintain referral relationships for Hanger Clinic

Assist in acquiring necessary clinical documentation for insurance purposes

Keep patients engaged post-initial contact through follow-up communications and appointments to ensure a superior patient experience and continuity of care at Hanger Clinic


Provide updates on follow-up visits with surgeons, including wound descriptions, photographs, care plan details, and any necessary modifications.

Conduct hospital visits, skilled nursing facility visits, or rehabilitation facility visits as determined by the care team.

Identify and follow up on all referrals to ensure continuity of care and address patient/family needs

Act as a point of contact for patients and families, referring physicians, outside agencies, and the general public by providing information about clinic services


Serve as a liaison between patients and various clinic areas and ancillary services to coordinate activities involved in pre-operative and post-operative planning and care coordination through to the delivery of definitive devices.

Utilize clinical communication and tracking tools to maintain effective communication with patients and associated health professionals

Required Skills and Qualifications:
Strong interpersonal, oral, and written communication skills.

Exceptional customer service abilities

Empathetic, kind, and engaging demeanor

Valid driver's license with a clean driving record

Excellent organizational capabilities

Understanding of insurance processes is crucial

A clinical background is beneficial but can be acquired through training

Effective time management and scheduling skills

Minimum Requirements:
At least 2 years of experience in a patient care setting

Bachelor's degree in a health-related field or equivalent work experience

Ability to be credentialed in major hospital systems

Experience providing high-level customer service in a fast-paced environment, including handling confidential information with discretion


Must possess, or be eligible to obtain, a valid driver's license and meet the standards outlined in Hanger's Motor Vehicle Safety Policy and Procedures.

Preferred

Certifications such as ATC, EMT, MA, Surgical Tech, LVN, PTA, Physician Extenders, OTA, Social Work, or equivalent experience


Experience with progressive responsibilities in healthcare facility administrative support roles such as insurance processing coordinator, patient care coordinator, MA, or similar positions.


Additional Success Factors:
Strong interpersonal, oral, and written communication skills.

Exceptional customer service abilities.

Experience collaborating with physicians, nurses, physical therapists, occupational therapists, and various clinical support staff.

Willingness to work with individuals with disabilities.

Familiarity with SharePoint Post-Acute CRM.

Understanding of medical reimbursement and terminology, along with familiarity with Hanger Clinic front office duties preferred.

Proficient in computer usage, including Windows-based software and email.

Ability to operate all necessary office equipment.

Act with integrity in all interactions, remaining honest, transparent, and respectful.

Keep the patient at the center of all actions, fostering lifelong trust.

Encourage open collaboration and constructive dialogue with colleagues.

Continuously innovate solutions, adapting to and influencing change.

Focus on achieving superior outcomes and refining work processes for exceptional results.

Our Commitment to You:
Competitive compensation packages

8 paid national holidays and 4 additional floating holidays

PTO that encompasses vacation and sick time

Medical, dental, and vision benefits

401k savings and retirement plan

Paid parental bonding leave for new parents

Flexible work schedules and part-time opportunities

Generous employee referral bonus program

Mentorship programs for both mentors and mentees

Student loan repayment assistance based on location

Relocation assistance

Regional and national traveling opportunities for CPO/CO/CP roles

Volunteering opportunities for local and national events such as Hanger's BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunities in all aspects of the employer-employee relationship.

All employment conditions and privileges are administered without discrimination or harassment based on 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 prohibit discrimination or harassment based on other protected characteristics.

Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is strictly prohibited.

#ERF-HPO