Care Facilitator

ChenMed•Deerfield Beach, FL

3d•$14 - $20•Onsite

About The Position

The Care Facilitator is often one of a patient’s first points of contact with ChenMed and serves as a patient advocate by delivering exceptional customer service. The role checks patients in and out of the medical clinic and provides basic secretarial and administrative support. The Care Facilitator is expected to build trusting relationships through patient interactions and support clinic operations, scheduling, communications, and transportation coordination.

Requirements

Exceptional customer service skills and a passion for serving others.
Working knowledge of medical insurance and/or electronic medical record (EMR) systems.
Knowledge of ChenMed medical products, services, standards, policies, and procedures.
Skill operating phones, personal computers, software, and other basic IT systems.
Ability to communicate professionally and courteously with employees, patients, and others.
Attention to detail to ensure accuracy of reports and data.
Strong verbal and written communication skills.
Strong listening skills.
Positive and professional attitude.
Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
Ability and willingness to travel locally and regionally up to 10% of the time.
Fluency in spoken and written English.

Responsibilities

Greet patients, record information, and check patients in and out or schedule appointments.
Conduct lobby checks to help ensure the lobby is organized and clean.
Manage PCP and specialist schedules, including ensuring Top 40 patients are scheduled every 13 days.
Use computer equipment and programs to enter new-patient information, print forms, schedule appointments, respond to email, and generate new-patient packets; maintain accurate patient and emergency contact information.
Make “love” calls and mail birthday and greeting cards to patients for special events.
Answer telephones, take detailed and accurate messages, and route messages to the appropriate person.
Communicate information about ChenMed clinical personnel to patients and others.
Verify patient insurance by phone or website, collect required copays, and assist with follow-up and in-house specialist referral appointments as needed.
Escort patients to exam rooms and help ensure their comfort and well-being before leaving.
Act as the PCP’s HEDIS champion by providing visibility into scheduled patients’ HEDIS needs; report on hospitalizations, including HITS census and ENS Ping.
Present customer service surveys to patients at checkout and escalate issues when immediate service recovery is needed.
Participate in daily and weekly huddles and provide patient details.
Regulate and monitor transportation-related activities, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and scheduling and coordinating Uber or Lyft rides.
Maintain confidentiality of patients’ personal information and medical records.
Review patient and appointment information for completeness and accuracy.
Transmit correspondence by mail, email, or fax.
Perform other duties as assigned and modified at the manager’s discretion.