About this role
Role Description
The Clinical Care Liaison is the operational and relational backbone of our geriatric primary care team. You will own care coordination for a panel of 500–600 patients — managing real-time communication, triaging urgent clinical needs, maintaining documentation integrity, and serving as the trusted point of contact for patients, families, facility staff, and providers.
This is not a passive coordination role. You will make real-time judgment calls that directly affect patient safety outcomes. The seniors we serve are medically complex, often frightened, and counting on someone who shows up fully — every shift, every call, every task.
What You'll Do
Serve as the primary point of contact for patients, families, facility partners, and providers across your assigned patient panel Triage and prioritize urgent care requests, STAT tasks, and time-sensitive clinical communications in real time Maintain accurate, compliant patient documentation within our EMR system Proactively manage appointment scheduling, follow-up care, and interdisciplinary communication Lead new patient onboarding, ensuring each patient is contacted and scheduled within 24 hours of enrollment Participate in after-hours on-call rotation to support continuity of care Contribute to quality improvement initiatives and operational efficiency projects
How We Measure Success
95% of inbound calls answered within 60 seconds (~30 calls/day) Average caller wait time under 30 seconds; maximum not to exceed 2 minutes Urgent voicemails resolved within 1 hour; non-urgent within 1 business day After-hours voicemails addressed within 2 hours of next business day open 95% of clinical messages and emails addressed within 2 hours Routine tasks completed within 7 days; STAT tasks within 24 hours 100% of daily visit reminder calls completed (~20 calls/day) Minimum 6 hours of care coordination activity logged daily Patient satisfaction scores of 8.5/10 or higher Full compliance with HIPAA, CMS, and OIG requirements at all times
Qualifications
Bachelor's degree required; Healthcare Administration, Health Sciences, Public Health, or related field preferred 3+ years of healthcare coordination, patient services, or clinical operations experience Prior experience with geriatric, Medicare Advantage, or value-based care populations strongly preferred Demonstrated ability to triage and manage competing priorities in a high-volume, real-time environment Proficiency with EMR/EHR systems and healthcare technology platforms Exceptional written and verbal communication skills across diverse stakeholders — patients, families, physicians, and facility leadership Self-directed, accountable, and able to perform independently in a remote environment Availability for approximately 5 on-call overnight and/or weekend shifts per rotation Reliable high-speed internet and a dedicated, HIPAA-compliant home workspace required Must not be on any exclusion or debarment from participation in Federal Health Care Programs and must remain in good standing with OIG, CMS, and applicable government regulators
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