Front Desk Team Member

Overview The Care Facilitator is one of the patient’s first contacts with the ChenMed family and serves as a patient advocate delivering exceptional customer service. The incumbent handles patient check‑ins and check‑outs, provides secretarial and administrative support, and maintains a welcoming environment for patients. Responsibilities Interact appropriately with patients, recording information while greeting, checking in, checking out, or scheduling appointments. Conduct lobby checks to ensure organization and cleanliness. Serve as the gatekeeper for PCP and Specialists schedules, ensuring top 40 patients are scheduled every 13 days. Utilize computer equipment and programs to add new patient information, print relevant forms, schedule appointments, respond to emails, and generate new patient packets. Ensure patient contact and emergency contact information is accurately documented in the system. Conduct “love” calls, mail birthday and greeting cards to patients on special events. Answer phones, take detailed and accurate messages, and direct messages to the appropriate individual. Communicate information about ChenMed clinical personnel to patients and others. Verify patient insurance via phone or website and collect any necessary 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 HEDIS champion for the PCP by providing visibility of HEDIS needs for scheduled patients. Report on hospitalizations including HITS census, ENS Ping, etc. Present patients with a customer service survey during checkout and address issues for immediate service recovery. Participate in daily and weekly huddles to provide details on patients. Regulate and monitor transportation aspects, including driver lists, medication deliveries, grocery deliveries, driver behavior challenges, and scheduling and coordinating Uber/Lyft rides for patients. Maintain confidentiality of patients’ personal information and medical records. Review patients’ personal and appointment information for completeness and accuracy. Transmit correspondence by mail, email, or fax. Perform other duties as assigned or modified by the manager’s discretion. Knowledge, Skills and Abilities Exceptional customer service skills and passion for serving others. Working knowledge of medical insurance and/or 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 others in a professional, courteous manner. Detail‑oriented to ensure accuracy of reports and data. Outstanding verbal and written communication skills. Strong listening skills. Positive and professional attitude. Proficient in Microsoft Office Suite, including Excel, Word and Outlook. Willingness to travel locally and regionally up to 10% of the time. Spoken and written fluency in English. Education and Experience 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. Benefits Great compensation, comprehensive benefits, career development and advancement opportunities, and work‑life balance. #J-18808-Ljbffr