Care Facilitator - MA

BrightSpring Health Services•Louisville, KY

19h

About The Position

The Care Facilitator supports day-to-day administrative tasks and provides high-quality customer service to Abode Care Partners’ partner facilities and patients. The role builds provider schedules, helps ensure patients are seen on time in accordance with ACP Care Paths, and conducts outreach for pending appointments. It works closely with providers and regional leadership to support appointment scheduling, provider optimization, and continuity of care. The position also welcomes newly registered patients, explains available services and care processes, maintains patient records, handles inbound calls and faxes, and helps resolve patient or caregiver concerns. Care Facilitators collaborate with leadership and coworkers to improve administrative workflows and maintain a productive workplace. The listed pay range is USD $17.00–$20.00 per hour.

Requirements

High school diploma or GED.
Effective and professional interpersonal, verbal, and written communication skills.
Strong assessment skills.
Ability to work independently and as part of a team.
Organized and able to function under minimal supervision.

Nice To Haves

Associate degree or some college.
Two or more years of geriatric clinical experience.
Medical Assistant certification.

Responsibilities

Partner with providers to ensure daily appointments meet Care Path requirements and RVU production goals, contributing to provider optimization efforts.
Communicate and confirm upcoming appointments with patients, caregivers, and facilities.
Adjust or cancel schedules at the request of providers, patients, caregivers, or facilities.
Coordinate translation services as needed to communicate clearly with patients.
Ensure active patients have future appointments scheduled in alignment with ACP’s care model.
Use and analyze scheduling reports and dashboards to identify scheduling gaps, new admissions, and discharges.
Proactively contact the Regional Administrator to discuss provider assignments and panel size.
Maintain updates to accounts.
Contact newly registered patients to welcome them to ACP and schedule their initial appointment.
Educate patients about services, including Continue Care RX enrollment, hours of operation, after-hours support, and proactive outreach to support Care Path compliance and reduce possible hospital admissions.
Triage inbound calls to the Scheduling queue and overflow calls from Nursing by addressing them, warm transferring them, or documenting messages in the EHR.
Handle interactions with patients, providers, and coworkers collaboratively, kindly, and empathetically.
Maintain demographics and key contacts, such as a power of attorney or legal guardian, in digital client records.
Monitor and distribute inbound faxes to the appropriate team, attaching and assigning them to the Care Facilitator for triage in the EHR.
De-escalate dissatisfied customer situations and offer patient assistance and support.
Listen to and document patient, caregiver, and facility complaints, and work with the Regional Administrator to resolve issues.
Generate access to the patient portal.
Collaborate with leadership to implement strategic administrative improvements.
Help organize and facilitate workflows to support a productive workplace.