Front Desk Team Member

ChenMed•Dolton, IL

5d•Onsite

About The Position

The Care Facilitator is often one of a patient’s first contacts with ChenMed and serves as a patient advocate by providing 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 treats each interaction as an opportunity to build a trusting relationship with patients. The role supports clinic operations by coordinating patient schedules and information, assisting with referrals and transportation, communicating with patients and clinical staff, and helping ensure patients’ comfort and service needs are addressed. The position requires local and regional travel of 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.
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 to ensure accuracy of reports and data.
Outstanding verbal and written communication skills and strong 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.
Flexibility to work evenings, weekends, and/or holidays as needed.
Fluency in spoken and written English.

Nice To Haves

Graduation from a nationally accredited Medical Assistant program.
BLS for Healthcare Providers certification.
Knowledge of ChenMed Medical products, services, standards, policies, and procedures.

Responsibilities

Greet patients, record information, and check patients in, check them out, or schedule appointments.
Conduct lobby checks to ensure the lobby 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 patient “love” calls and mail birthday and greeting cards for special events.
Answer telephones, take detailed and accurate messages, and direct messages to the appropriate individual.
Communicate information about ChenMed clinical personnel to patients and others.
Verify patient insurance by phone or website and collect applicable copayments.
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 highlighting HEDIS needs for scheduled patients.
Report on hospitalizations, including HITS census and ENS Ping.
Present customer-service surveys to patients at checkout and escalate issues when immediate service recovery is needed.
Participate in daily and weekly huddles and provide patient details.
Regulate and monitor transportation matters, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and scheduling and coordinating Uber or 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 or modified at the manager’s discretion.