Care Facilitator

ChenMed•Deerfield Beach, FL

1d•Onsite

About The Position

The Care Facilitator is one of the first points of contact for patients and serves as a patient advocate by delivering exceptional customer service and building trusting relationships. The role checks patients in and out of the medical clinic and provides basic secretarial and administrative support. The Care Facilitator also helps coordinate appointments, patient communications, transportation, and follow-up services while maintaining the accuracy and confidentiality of patient information.

Requirements

Exceptional customer service skills and a passion for serving others.
Working knowledge of medical insurance and/or electronic medical record (EMR) systems.
Ability to operate phones, personal computers, software, and other basic IT systems.
Ability to communicate professionally and courteously with employees, patients, and others.
Detail-oriented approach to ensure accurate reports and data.
Outstanding verbal and written communication skills.
Strong listening skills.
Positive and professional attitude.
Proficiency with 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.

Responsibilities

Greet patients, record information, and check patients in and out or schedule appointments.
Conduct lobby checks to ensure the area 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 documented.
Make “love” calls and mail birthday and greeting cards to patients for special events.
Answer telephones, take 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 ensure their comfort and well-being before leaving.
Act as the PCP’s HEDIS champion by providing visibility into scheduled patients’ HEDIS needs.
Report on hospitalizations, including HITS census and ENS Ping.
Present patients with customer service surveys at checkout and escalate issues for immediate service recovery when needed.
Participate in daily and weekly huddles to provide patient details.
Regulate and monitor transportation activities, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and scheduling and coordinating Uber/Lyft rides.
Maintain the 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 and modified at the manager’s discretion.