Care Facilitator

ChenMed•Colonial Heights, VA

5d•Onsite

About The Position

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. He/she reports up to an Assistant Center Manager or Center Manager, but could receive occasional instruction/supervision from a designated Lead in the clinic. 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.

Requirements

Exceptional customer service skills and passion for serving others.
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, regionally and nationwide up to 5% of the time.
Spoken and written fluency in English.

Responsibilities

Interacts appropriately with patients and records information while greeting, checking-in, checking-out or scheduling appointments for patients.
Utilizes computer equipment and programs to add new patient information, prints out relevant forms for processing and schedule appointments. Ensures patient contact and emergency contact information is accurately documented in the system.
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.
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.
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.