Front Desk Team Member

ChenMed•Berwyn, IL

6d•Onsite

About The Position

The Care Facilitator is one of a patient’s first contacts with the ChenMed family 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 through patient interactions and provide support for clinic operations, scheduling, communications, insurance verification, and transportation coordination. The position is onsite and may require local and regional travel up to 10% of the time. Evening, weekend, and holiday work may be needed.

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 passion for serving others.
Working knowledge of medical insurance and/or electronic medical record (EMR) systems.
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 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 and out or 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 equipment and programs to enter new patient information, print forms, schedule appointments, respond to emails, and generate new-patient packets.
Ensure patient and emergency contact information is accurately documented.
Make patient “love” calls and mail birthday and greeting cards 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.
Escort patients to exam rooms and help ensure their comfort and well-being.
Act as the PCP’s HEDIS champion by identifying HEDIS needs for scheduled patients.
Report on hospitalizations, including HITS census and ENS Ping.
Present patients with a customer service survey at checkout and escalate issues for immediate service recovery when needed.
Participate in daily and weekly huddles and provide patient details.
Coordinate and monitor transportation matters, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and Uber/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.