Medical Front Desk

ChenMed-posted 2 months ago
Full-time • Entry Level
Cincinnati, OH
1,001-5,000 employees
Ambulatory Health Care Services
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The Care Facilitator is one of a patient's first contact with our ChenMed family and, as such, serves as a patient advocate delivering and providing exceptional customer service. The incumbent in this role checks patients in to and out of the medical clinic and provides basic secretarial and administrative support. A successful Care Facilitator possesses a strong commitment to providing superior service and views every interaction as an opportunity to build a trusting relationship with the patient.

  • Interacts appropriately with patients and records information while greeting, checking-in, checking-out or scheduling appointments for patients.
  • Conducts lobby checks to ensure organization and cleanliness.
  • Serves as the gatekeeper for PCP and Specialists schedules including, but not limited to ensuring Top 40 patients are scheduled every 13 days.
  • Utilizes computer equipment and programs to add new patient information, prints out relevant forms for processing, schedule appointments, respond to emails and generate New Patient packets.
  • Ensures patient contact and emergency contact information is accurately documented in the system.
  • Conducts 'love' calls, mails birthday and greeting cards to patients commemorating special events.
  • Answers telephones, takes detailed and accurate messages, and ensures messages are directed to the appropriate individual.
  • Clearly communicates information about ChenMed clinical personnel to patients and other individuals.
  • Verifies patient insurance via phone or website and collects any necessary copays for services.
  • Assists with scheduling follow-up and in-house Specialist referral appointments, when necessary.
  • Escorts patients to exam rooms and ensures their comfort and well-being prior to leaving.
  • Acts as HEDIS champion for the PCP by providing visibility of HEDIS needs for scheduled patients.
  • Reports on hospitalizations including HITS census, ENS Ping, etc.
  • Presents patients with customer service survey during check out and escalates if needed for immediate service recovery.
  • Participates in daily and weekly huddles to provide details on patients.
  • Regulates and monitors aspects of transportation, including: Driver's lists/patients, medication deliveries, grocery deliveries, driver's behavioral challenges, scheduling and coordinating Uber/Lyft rides for patients.
  • Maintains the confidentiality of patients' personal information and medical records.
  • Reviews patients' personal and appointment information for completeness and accuracy.
  • Transmits correspondence by mail, email or fax.
  • Performs other duties as assigned and modified at manager's discretion.
  • Exceptional customer service skills and passion for serving others.
  • Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems.
  • Knowledge of ChenMed Medical products, services, standards, policies and procedures.
  • Skilled in operating phones, personal computers, software and other basic IT systems.
  • Ability to communicate with employees, patients and other individuals in a professional and courteous manner.
  • Detail-oriented to ensure accuracy of reports and data.
  • Outstanding verbal and written communication skills.
  • Demonstrated strong listening skills.
  • Positive and professional attitude.
  • Proficient in Microsoft Office Suite products 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.
  • Graduation from a nationally accredited Medical Assistant program preferred.
  • BLS for Healthcare Providers preferred.
  • Great compensation.
  • Comprehensive benefits.
  • Career development and advancement opportunities.
  • Great work-life balance.
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