Care Facilitator

Overview

We’re unique. You should be, too. We’re changing lives every day for both our patients and our team members. We’re expanding and seeking great people to join our team. The Care Facilitator is often a patient’s first contact with Chen Med, serving as a patient advocate and delivering exceptional customer service. The incumbent checks patients in and out of the medical clinic and provides basic secretarial and administrative support.

A successful Care Facilitator is committed to superior service and builds trusting relationships with patients.

• Interact with patients and record 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 Specialist schedules, including ensuring Top 40 patients are scheduled every 13 days.
• Use computer systems to add new patient information, print forms, schedule appointments, respond to emails, and generate New Patient packets. Ensure patient contact and emergency contact information are accurately documented in the system.
• Conduct “love” calls and mail birthday and greeting cards to patients for special occasions.
• Answer telephones, take detailed messages, and direct them to the appropriate individual.
• Clearly communicate information about Chen Med clinical personnel to patients and others.
• Verify patient insurance by phone or website and collect necessary copays. Assist with scheduling follow-up and in-house Specialist referral appointments when needed.
• 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 and report on hospitalizations (e.g., HITS census, ENS Ping).
• Present patients with customer service surveys at checkout and escalate as needed for immediate service recovery.
• Participate in daily and weekly huddles to provide details on patients.
• Regulate and monitor transportation-related aspects, including driver lists/patients, medication deliveries, grocery deliveries, driver behavior, and scheduling/coordinating Uber/Lyft rides for patients.

• Maintain the 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 and modified at manager’s discretion.

• Exceptional customer service skills and a passion for serving others.
• Working knowledge of medical insurance and/or electronic medical record (EMR) systems.
• Knowledge of Chen Med products, services, standards, policies and procedures.
• Skilled in operating phones, personal computers, software, and basic IT systems.
• Ability to communicate professionally and courteously with employees, patients and others.
• Detail-oriented to ensure accuracy of reports and data.
• Outstanding verbal and written communication skills.
• Strong listening skills and a positive, professional attitude.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook).
• Ability and willingness to travel locally and regionally up to 10% of the time.
• Spoken and written fluency in English.

$14.30 - $20.42 per hour. The posted pay range represents the base hourly rate or base full-time salary. Final compensation depends on factors including experience, education, geographic location, and other relevant factors. This position may be eligible for bonuses or commissions.

Employee benefits information: