Care Facilitator

ChenMed•Fort Lauderdale, FL

13d•$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 with patients through superior service. The position supports patient scheduling and clinic operations, maintains accurate patient information, assists with insurance verification and copay collection, and coordinates follow-up and specialist appointments. It also involves communicating with patients and staff, supporting patient comfort, participating in team huddles, monitoring HEDIS needs, and coordinating transportation and deliveries. The role requires maintaining the confidentiality and accuracy of patient records and information.

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 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.
Fluency in spoken and written English.
High school diploma or equivalent education.
At least 1 year of work experience in a medical clinic or similar environment.

Nice To Haves

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

Responsibilities

Greet patients, record information, check them in and out, schedule appointments, and conduct lobby checks to maintain organization and cleanliness.
Manage PCP and specialist schedules, including ensuring Top 40 patients are scheduled every 13 days.
Use computer systems to add patient information, print forms, schedule appointments, respond to emails, generate new-patient packets, and accurately document patient and emergency contact information.
Make patient “love” calls and mail birthday and greeting cards for special events.
Answer telephones, take detailed and accurate 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 required copays.
Assist with scheduling 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 and reporting on hospitalizations, including HITS census and ENS Ping.
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.
Regulate and monitor transportation-related matters, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and scheduling or coordinating Uber/Lyft rides for patients.
Maintain confidentiality of patients’ personal information and medical records.
Review patient 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.