Care Facilitator

ChenMed•Portsmouth, NH

1d•$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 successful candidate is committed to superior service and treats each interaction as an opportunity to build a trusting relationship with patients. The Care Facilitator manages patient scheduling and related information, supports communications between patients and clinical personnel, verifies insurance and collects copayments, and helps coordinate follow-up and specialist appointments. The role also supports patient comfort, service recovery, HEDIS-related needs, huddles, and patient transportation logistics. It requires protecting patient confidentiality and maintaining accurate records.

Requirements

High school diploma or equivalent education.
At least 1 year of work experience in a medical clinic or similar environment.
Exceptional customer service skills and a strong commitment to serving others.
Working knowledge of medical insurance and/or electronic medical record systems.
Ability to operate phones, personal computers, software, and other basic IT systems.
Professional and courteous communication with employees, patients, and others.
Attention to detail and accuracy in reports and data.
Strong verbal and written communication and 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.
Flexibility to work evenings, weekends, and/or holidays as needed.

Nice To Haves

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

Responsibilities

Greet patients and record information while checking them in or out and scheduling appointments; 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 enter new patient information, print forms, schedule appointments, respond to email, and prepare new patient packets; ensure patient and emergency contact details are accurate.
Make “love” calls and mail birthday and greeting cards to patients for special events.
Answer telephone calls, 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 required service copayments.
Assist with 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 making scheduled-patient HEDIS needs visible and reporting 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.
Coordinate and monitor transportation-related matters, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and 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 or modified at the manager’s discretion.