Care Facilitator - MA - Remote

Job Description

Job Description

Overview

As a member of our Abode Care Partners team, the Care Facilitator will be responsible for supporting day-to-day administrative tasks and ensuring high quality customer service for our partner facilities and patients. This pivotal role is responsible for building providers schedules, ensuring patients are seen timely, according to ACP Care Paths, and conducting outreach for pending appointments.

Responsibilities

• Partners with providers to ensure daily appointments meet Care Path requirements, and RVU production goals. A key contributor to ACP meeting provider optimization efforts
• Timely communication and confirmation about upcoming appointments with patient/caregiver/facility. Responsible for schedule adjustments, or cancellations upon request from providers or patient/caregiver/facility
• Coordinate translation services as needed to ensure we’re able to clearly communicate with patients
• Ensure all active patients have a future scheduled appointment, in alignment with ACP’s care model
• Utilize and analysis scheduling reports/dashboard to identify scheduling gaps, new admission, or discharges
• Proactively outreach to Regional Administrator to discuss provider assignments, and panel size
  • Any updates to accounts will be maintained by AC
• Initiate contact to newly registered patients to welcome them to ACP, and schedule their initial appointment
• Provide education about services, including Continue Care RX enrollment, hours of operation, after hours, and explain proactive outreach to ensure care path compliance and reduce possible hospital admissions
• Triages inbound calls to Scheduling queue, as well as overflow from Nursing. Calls are addressed directly, warm transferred to appropriate contact, or a message is taken and documented into EHR
• Conducts tasks of the position in a collaborative, friendly and empathetic way when handling patients, providers, and co-workers
• Maintains demographics in digital client records, including key contacts such as the POA or legal guardian
• Monitor and distribute inbound faxes to distribute to the appropriate team. Faxes will be attached and assigned to Care Facilitator for triage in EHR
• Strive to make it right! De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Empowered to listen to patient/caregiver/facility complaints, document and work together with Regional Administrator to resolve any issues
• Generates access to patient portal
• Collaborates with leadership to implement strategic administrative improvements
• Helps with organizing and facilitating workflow to ensure a productive workplace

Qualifications

• High school diploma/ GED required; Associate degree or some college preferred
• Prefer two or more years of geriatric clinical experience
• Medical Assistant certification preferred, but not required
• Demonstrates effective and professional interpersonal, verbal, and written communication skills
• Strong assessment skills
• Able to work independently and as part of a team
• Organized and able to function under minimal supervision