Care Facilitator

We’re unique. You should be, too. We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team. CARE FACILITATOR OVERVIEW 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. ESSENTIAL JOB DUTIES/RESPONSIBILITIES Interacts appropriately with patients and records information while greeting, checking‑in, checking‑out or scheduling appointments. Conducts lobby checks to ensure organization and cleanliness. Serves as the gatekeeper for PCP and specialist schedules, including ensuring Top 40 patients are scheduled every 13 days. Utilizes computer equipment and programs to add new patient information, print 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. Prepares patients with customer service surveys 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 behavior challenges, and 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 1 year of work experience in a medical clinic or similar environment required. BLS for Healthcare Providers preferred. PAY RANGE $14.30 – $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. EMPLOYEE BENEFITS Employees enjoy great work‑life balance and opportunities to grow. Benefits include comprehensive medical, dental, vision, and retirement plans as described on the internal benefits website. #J-18808-Ljbffr ChenMed LLC