Care Facilitator

ChenMed•Oakland Park, FL

3d•Onsite

About The Position

The Care Facilitator is one of the patient’s first contacts 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. A successful Care Facilitator is committed to superior service and uses interactions to build trusting relationships with patients.

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 in 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 the accuracy of reports and data.
Outstanding 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.
Spoken and written fluency in English.
High school diploma or equivalent education required.
At least 1 year of work experience in a medical clinic or similar environment required.

Nice To Haves

Graduation from a nationally accredited Medical Assistant program preferred.
BLS for Healthcare Providers preferred.

Responsibilities

Greet patients and record information while checking them in and out or scheduling appointments.
Conduct lobby checks to 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.
Ensure patient and emergency-contact information is accurately recorded in the system.
Make “love” calls and mail birthday and greeting cards to patients for special events.
Answer telephones, take accurate and detailed messages, and direct messages to the appropriate person.
Communicate information about ChenMed clinical personnel to patients and others.
Verify patient insurance by phone or website and collect applicable copayments.
Schedule follow-up and in-house specialist referral appointments as needed.
Escort patients to exam rooms and ensure their comfort and well-being before leaving.
Act as the PCP’s HEDIS champion by identifying HEDIS needs for scheduled patients.
Report hospitalizations, including HITS census and ENS Ping information.
Present customer-service surveys at checkout and escalate issues when immediate service recovery is needed.
Participate in daily and weekly huddles and provide patient details.
Coordinate and monitor transportation-related matters, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and Uber or Lyft rides.
Maintain the confidentiality of patients’ personal information and medical records.
Review patients’ personal and appointment information for completeness and accuracy.
Transmit correspondence by mail, email, or fax.
Perform other duties as assigned or modified at the manager’s discretion.