Care Facilitator - MA - Remote

Abode Care Partners•St. Louis, MO

2d•$17 - $20•Remote

About The Position

As a member of the Abode Care Partners team, the Care Facilitator supports day-to-day administrative tasks and provides high-quality customer service to 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. The Care Facilitator coordinates with providers, patients, caregivers, and facilities to manage appointments and scheduling needs. The position also handles patient outreach and education, inbound calls and faxes, demographic and account updates, patient portal access, and complaint resolution. The role works collaboratively with leadership and colleagues to support effective workflows and administrative improvements.

Requirements

High school diploma or GED required.
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 preferred.
Two or more years of geriatric clinical experience preferred.
Medical Assistant certification preferred, but not required.

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 when requested by providers, patients, caregivers, or facilities.
Coordinate translation services as needed to support clear communication with patients.
Ensure active patients have a future appointment scheduled in alignment with ACP’s care model.
Use 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 services, 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; address calls directly, warm-transfer them to the appropriate contact, or take and document a message in the EHR.
Handle patients, providers, and co-workers collaboratively, respectfully, and empathetically.
Maintain demographics in digital client records, including key contacts such as a power of attorney or legal guardian.
Monitor and distribute inbound faxes to the appropriate team, attaching and assigning them to the Care Facilitator for triage in the EHR.
De-escalate situations involving dissatisfied customers and provide patient assistance and support.
Listen to patient, caregiver, and facility complaints, document them, 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.