Medical Receptionist

ChenMed•Shively, KY

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 delivering exceptional customer service. This 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 includes greeting patients, managing clinic and specialist schedules, updating patient information, supporting appointment coordination, handling calls and correspondence, verifying insurance, collecting copays, and assisting with referrals and follow-up appointments. The Care Facilitator also supports patient comfort, service recovery, quality tracking, hospitalization reporting, and transportation coordination. The position requires professionalism, attention to detail, strong communication and customer service skills, and the ability to work flexible hours as needed. Local and regional travel of up to 10% may be required.

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.
Outstanding 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.
Spoken and written fluency in 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 ChenMed Medical products, services, standards, policies, and procedures.

Responsibilities

Greet patients and record information while checking them in or out and scheduling 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.
Conduct “love” calls and mail birthday and greeting cards to patients commemorating special events.
Answer telephones, take detailed and accurate messages, and direct messages to the appropriate individual.
Clearly 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 when necessary.
Escort patients to exam rooms and ensure their comfort and well-being before leaving.
Act as the PCP’s HEDIS champion by providing visibility of 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-related matters, including driver and patient lists, medication and grocery deliveries, driver behavioral challenges, and scheduling and coordinating Uber/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 and modified at the manager’s discretion.