[Hiring] Primary Care Liaison @Pine Park Health

Role Description

The Primary Care Liaison serves as the strategic care coordination hub for our geriatric primary care team, supporting comprehensive care delivery for a panel of 500-600 patients in partnership with nurses and Primary Care Providers. This role requires excellent clinical judgment, exceptional organizational skills, and the ability to manage complex patient needs across multiple senior living communities. You'll serve as a trusted liaison between patients, families, facility staff, and our clinical team while maintaining the highest standards of communication, documentation, and patient experience.

Key Responsibilities

• Act as the primary point of contact and care advocate for patients, families, facility partners, and providers across your assigned patient panel.
• Proactively manage patient care coordination, including appointment scheduling, follow-up care, and interdisciplinary communication.
• Maintain comprehensive and accurate patient documentation within our Electronic Medical Record system, ensuring clinical accuracy and regulatory compliance.
• Triage and prioritize urgent care requests, STAT tasks, and time-sensitive clinical communications.
• Serve as a clinical liaison between our care team and community partners, specialty providers, and facility staff.
• Lead new patient onboarding and enrollment processes, ensuring seamless integration into our care model.
• Participate in after-hours on-call rotation to support continuity of care.
• Contribute to quality improvement initiatives and operational efficiency projects.

Key Evaluation Metrics

• Patient Communication & Responsiveness:
  • Maintain a 95% answer rate for inbound patient calls within 60 seconds (approximately 30 calls daily).
  • Achieve average caller wait times under 30 seconds; maximum wait time not to exceed 2 minutes.
  • Resolve urgent voicemails within 1 hour; return non-urgent calls within 1 business day.
  • Address after-hours voicemails within 2 hours of the next business day.
• Care Coordination & Task Management:
  • Respond to 95% of clinical messages and emails within 2 hours.
  • Complete routine care coordination tasks within 7 days; STAT tasks within 24 hours.
  • Contact all newly enrolled patients within 24 hours to schedule their welcome visit.
  • Complete 100% of daily visit reminder calls (approximately 20 calls per day).
• Clinical Documentation & Quality:
  • Ensure accurate documentation of all patient encounters for chronic care management programs.
  • Log a minimum of 6 hours daily of care coordination activities using our proprietary tracking software.
  • Support quality improvement and process optimization initiatives.
  • Maintain patient satisfaction scores of 8.5/10 or higher.

Qualifications

• Bachelor's degree required (Healthcare Administration, Health Sciences, Public Health, or related field preferred).
• 2+ years of healthcare coordination, patient services, or clinical operations experience required.
• Demonstrated understanding of primary care workflows, medical terminology, and geriatric patient populations.
• Proven ability to manage competing priorities in a fast-paced, high-volume environment.
• Strong clinical judgment and ability to appropriately triage patient needs.
• Exceptional written and verbal communication skills; comfortable communicating with diverse stakeholders including patients, families, physicians, and facility leadership.
• High proficiency with healthcare technology platforms including EMR systems, telehealth platforms, and patient communication tools.
• Self-directed and accountable; able to work independently in a remote environment with minimal supervision.
• Strong attention to detail and commitment to regulatory compliance (HIPAA, CMS, OIG).
• Availability for approximately 5 on-call overnight and/or weekend shifts per rotation.
• Reliable high-speed internet and HIPAA-compliant home workspace required.

Requirements

• Must not be on any exclusion or debarment from participation in Federal Health Care Programs at any time and must remain in good standing with government regulators such as the OIG, CMS, etc.

Benefits

• Paid Parental Leave
• Medical, Vision, and Dental Insurance
• 401K Retirement Plan
• Cell Phone Reimbursement
• Annual Wellness Allowance
• FSA and Dependent Care FSA
• 10 Paid Holidays
• Generous Paid Time Off
• Paid Sick Days

Physical / Environment Requirements

• This is a remote position that requires the employee to be available and actively working at their computer/workstation during all designated business hours and assigned work schedule.
• This role cannot be performed intermittently or outside of the standard schedule due to the real-time nature of incoming patient calls and time-sensitive clinical tasks.
• This is a remote position requiring the ability to work from a home office with a reliable internet connection.
• Must be able to sit and work at a computer for extended periods, with frequent use of keyboard, mouse, and telephone.
• Ability to participate in video conference calls.

Physical Requirements

• Ability to remain seated for extended periods.
• High proficiency with computers and mobile devices.