Job Description

The Care Facilitator is one of a patient’s first contact with our ChenMed family and, as such, serves as a patient advocate delivering and providing exceptional customer service. The incumbent in this role checks patients in to and out of the medical clinic and provides basic secretarial and administrative support. A successful Care Facilitator possesses a strong commitment to providing superior service and views every interaction as an opportunity to build a trusting relationship with the patient. ESSENTIAL JOB DUTIES/RESPONSIBILITIES: Interacts appropriately with patients and records information while greeting, checking-in, checking-out or scheduling appointments for patients. Conducts lobby checks to ensure organization and cleanliness. Serves as the gatekeeper for PCP and Specialists schedules including, but not limited to ensuring Top 40 patients are scheduled every 13 days. Utilizes computer equipment and programs to add new patient information, prints out relevant forms for processing, schedule appointments, respond to emails and generate New Patient packets. Ensures patient contact and emergency contact information is accurately documented in the system. Conducts “love” calls, mails birthday and greeting cards to patients commemorating special events. Answers telephones, takes detailed and accurate messages, and ensures messages are directed to the appropriate individual. Clearly communicates information about ChenMed clinical personnel to patients and other individuals. Verifies patient insurance via phone or website and collects any necessary copays for services. Assists with scheduling follow-up and in-house Specialist referral appointments, when necessary. Escorts patients to exam rooms and ensures their comfort and well-bring prior to leaving. Acts as HEDIS champion for the PCP by providing visibility of HEDIS needs for scheduled patients. Reports on hospitalizations including HITS census, ENS Ping, etc. Presents patients with customer service survey during check out and escalates if needed for immediate service recovery. Participates in daily and weekly huddles to provide details on patients. Regulates and monitors aspects of transportation, including: Driver’s lists/patients, medication deliveries, grocery deliveries, driver’s behavioral challenges, scheduling and coordinating Uber/Lyft rides for patients. Other responsibilities may include: Maintains the confidentiality of patients’ personal information and medical records. Reviews patients’ personal and appointment information for completeness and accuracy. Transmits correspondence by mail, email or fax. Performs other duties as assigned and modified at manager’s discretion. KNOWLEDGE, SKILLS AND ABILITIES: Exceptional customer service skills and passion for serving others. Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems. Knowledge of ChenMed Medical products, services, standards, policies and procedures. Skilled in operating phones, personal computers, software and other basic IT systems. Ability to communicate with employees, patients and other individuals in a professional and courteous manner. Detail-oriented to ensure accuracy of reports and data. Outstanding verbal and written communication skills. Demonstrated strong listening skills. Positive and professional attitude. Knowledge of ChenMed Medical products, services, standards, policies and procedures. Proficient in Microsoft Office Suite products including Excel, Word and Outlook. Ability and willingness to travel locally and regionally up to 10% of the time. Spoken and written fluency in English. EDUCATION AND EXPERIENCE CRITERIA: High school diploma or equivalent education required. Graduation from a nationally accredited Medical Assistant program preferred. A minimum of 1 year of work experience in a medical clinic or similar environment required. BLS for Healthcare Providers preferred. ChenMed is a family-owned, family-oriented organization committed to bringing superior health care to moderate-to-low-income seniors. Our vision is to positively change American healthcare through primary care innovation for the neediest populations.

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