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.
Essential Job Duties and Responsibilities
- Interacts appropriately with patients, records information while greeting, checking‑in, checking‑out or scheduling appointments for patients, and conducts lobby checks to ensure organization and cleanliness.
- Serves as the gatekeeper for PCP and Specialists schedules, 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 a 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 lists, medication deliveries, grocery deliveries, driver’s behavioral challenges, scheduling and coordinating Uber/Lyft rides for patients.
Other Responsibilities
- 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.
Knowledge, Skills and Abilities
- 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.
- Flexible to work evening, weekends and/or holidays as needed.
Education and Experience Criteria
- High school diploma or equivalent education required.
- Graduation from a nationally accredited Medical Assistant program preferred.
- A minimum of one year of work experience in a medical clinic or similar environment required.
- BLS for Healthcare Providers preferred.
Pay Range
$14.3 – $20.42 Hourly. The posted pay range represents the base hourly rate or base annual full‑time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for bonuses or commissions.
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