Remote Primary Care Liaison

Welcome to Pine Park Health!

About Us

Pine Park Health is a value-based primary care practice that is redesigning how residents of senior living communities get or stay healthy and lead a life they love. We're on a mission to dramatically improve healthcare for seniors by building a new model of care that's designed around everyone involved — patients, families, community staff members, providers, and payers.

We've started by providing regular prevention and screening, care for chronic conditions, lab work, and diagnostic testing to patients in their apartments. We visit each community frequently to see patients and collaborate on patient health needs with staff. We also make it easier for patients to get care urgently with same-day or next-day care, helping them avoid unnecessary trips to the ER or hospital.

Over 185 communities across Arizona, California, and Nevada work with Pine Park Health today and we're growing quickly to expand our reach and impact. Investors include First Round Capital, Google's AI fund, Canvas Ventures, Foundation Capital, Y Combinator, and Susa. If you're a determined and mission-oriented person who is looking to build the future of healthcare for seniors, join us!

The Opportunity

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: Success will be measured in the following focus areas:

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

Requirements:

• 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
• Ongoing Regulatory Requirement: 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 Designed For You and Yours

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. Reliable internet and HIPAA-compliant workspace required; you must have a confidential, dedicated space to ensure HIPAA compliance and to preserve patient PHI.

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. High proficiency with computers and mobile devices required.

Physical Requirements:

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

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This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis.