ChenMed is transforming healthcare for seniors. We provide big answers to big problems in health care delivery. ChenMed is a full-risk primary care market leader with an innovative philosophy, unique physician culture and end-to-end customized technology.
These things allow us to provide world-class primary care and coordinated care to the most vulnerable population – moderate- to low-income seniors who have complex chronic diseases.
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.
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
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
At ChenMed, If you are an innovative, entrepreneurial minded, over-achiever who is extremely passionate in helping people and revolutionizing Healthcare again, we are that dynamic and exciting company you are looking for!
After applying, we encourage you to "follow" us on LinkedIn (ChenMed) as well! This way you can stay informed and up to date on what’s happening around our organization and start your path to becoming part of our FAMILY!
Job Type: Full-time
Pay: $19.00 - $22.00 per hour
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education
- High school or equivalent (Required)
Experience
- Appointment scheduling: 2 years (Required)
Location
- Cleveland, OH 44111 (Required)
Ability to Commute
- Cleveland, OH 44111 (Required)
Work Location: In person
