Medical Front Desk Coordinator

ChenMed•Temple Terrace, FL

1d•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 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 uses each interaction to build a trusting relationship with patients. The position handles patient scheduling and records, supports clinical and referral workflows, verifies insurance and collects applicable copays, communicates with patients and clinic personnel, and helps coordinate patient transportation and deliveries. The Care Facilitator also supports patient comfort, service recovery, and HEDIS-related needs while maintaining the confidentiality and accuracy 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.
Knowledge of ChenMed products, services, standards, policies, and procedures.
Skill in operating 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.
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.
High school diploma or equivalent education required.
At least 1 year of work experience in a medical clinic or similar environment required.

Nice To Haves

Graduation from a nationally accredited Medical Assistant program preferred.
BLS for Healthcare Providers preferred.

Responsibilities

Greet patients and record information while checking them in or out and 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 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 telephone calls, take accurate messages, and route them to the appropriate individual.
Communicate information about ChenMed clinical personnel to patients and others.
Verify patient insurance by phone or website and collect applicable copays.
Assist with follow-up and in-house specialist referral appointment scheduling as needed.
Escort patients to exam rooms and help ensure their comfort and well-being.
Act as the PCP’s HEDIS champion by making scheduled-patient HEDIS needs visible.
Report hospitalizations, including HITS census and ENS Ping.
Present customer-service surveys 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-related matters, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and scheduling and coordinating Uber or 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 and modified at the manager’s discretion.