Care Facilitator

ChenMed; Newport News (VA); On-site; USD 19,000 - 29,000; Full time

Job summary

ChenMed in Newport News, VA is seeking a Care Facilitator to be the first point of contact, delivering exceptional customer service and building trust with patients. You will check patients in/out, manage appointments, update EMR data, and assist with referrals while maintaining confidentiality and a friendly, professional demeanor.

The role requires strong communication, a high school diploma or equivalent, Medical Assistant program preferred, and the ability to travel up to 10% locally.

Qualifications

• High school diploma or equivalent 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.

Responsibilities

• Interacts with patients at check-in/out and schedules appointments.
• Gates PCP and Specialist schedules, ensuring 40 patients every 13 days.
• Uses EMR to update patient info, print forms, respond to emails and packets.
• Conducts love calls and sends birthday/greeting cards to patients.
• Answers phones, takes messages, and directs to appropriate staff.
• Verifies insurance, collects copays, and assists with referrals.
• Escorts patients to exam rooms and ensures comfort.

Skills

Customer service

EMR systems

Microsoft Office

English fluency

Front desk skills

Communication skills

Travel up to 10%

Education

High school diploma or equivalent

Medical Assistant program certificate

BLS certification preferred

Job description

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.

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/RESPONSIBILITIES:

• Interacts appropriately with patients and records information while greeting, checking-in, checking-out or scheduling appointments for patients. Conducts lobby checks to ensure organization and cleanliness.

• Serves as the gatekeeper for PCP and Specialists schedules including, but not limited to 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-bring 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 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’s lists/patients, medication deliveries, grocery deliveries, driver’s behavioral challenges, scheduling and coordinating Uber/Lyft rides for patients.

Other responsibilities may include:

• 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

• Knowledge of ChenMed Medical products, services, standards, policies and procedures

• 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:

$14.3 - $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 a bonuses or commissions.

EMPLOYEE BENEFITS

https://chenmed.makeityoursource.com/helpful-documents

We’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day.