Front Desk Team Member

ChenMed • Virginia Beach, VA

4d • Onsite

About The Position

The Care Facilitator is 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 uses patient interactions to build trusting relationships.

The position supports clinic scheduling and patient communication, maintains accurate patient records, helps coordinate transportation and deliveries, and works with clinical staff to support patient care and service recovery. The role may require local and regional travel up to 10% and flexibility to work evenings, weekends, or holidays as 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.
• 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 accuracy of reports and data.
• Strong verbal and written communication skills 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 certification.
• Working knowledge of medical insurance and/or EMR systems.

Responsibilities

• Greet patients and record information while checking them in and out or scheduling 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 prepare 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 detailed and 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.
• Schedule follow-up and in-house specialist referral appointments as needed.
• Escort patients to exam rooms and help ensure their comfort.
• Act as the PCP’s HEDIS champion by identifying HEDIS needs for scheduled patients.
• Report hospitalizations, including HITS census and ENS Ping information.
• Present customer-service surveys at checkout and escalate issues requiring immediate service recovery.
• Participate in daily and weekly huddles and provide patient details.
• Regulate and monitor transportation activities, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and scheduling or coordinating 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.

Benefits

• The posting refers to comprehensive employee benefits and provides a link to benefits information.
• Career development and advancement opportunities.
• Work-life balance.
• The position may be eligible for bonuses or commissions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED