Care Facilitator 2

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 2 is responsible for a variety of activities related to patient intake and care. The incumbent in this role performs fundamental administrative support tasks and is actively involved in cross training to enhance their clinical skills. He/She possesses a strong commitment to providing superior customer service and views every interaction as an opportunity to build a trusting relationship with the patient and their family members.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Maintains patient medical records, updates patient charts.
• Cross trains at least 8 hours/week as a Care Promoter 1 to enhance clinical skills.
• Substitutes and fills-in, as needed, to complete back-office clinical work, such as: taking patient vitals (i.e. blood pressure, temperature, weight statistics, etc.) and documenting reason for visit.
• Utilizes computer programs and software to record and update patient information and print necessary forms.
• Answers telephone calls, takes precise, detailed messages and ensures messages are directed to the appropriate individual(s). Follows up with care team to assure timely responses.
• Promotes expertise and capability of ChenMed/JenCare/Dedicated’s clinical personnel with patients and family members, ensuring patient care personnel is properly identified and introduced.
• Serves as a patient advocate, escorts patients to exam rooms and ensures their comfort and well-bring prior to leaving.

Other responsibilities may include:

• Greets and welcomes patients and family members into the center. Checks patients in and records and/or verifies medical history & demographic information. Ensures patient contact and emergency contact information is up-to-date and accurately documented in the system.
• Verifies patient insurance via phone or website and collects copays or payments for services. Contacts insurance company on patient’s behalf to obtain benefits and precertification.
• Schedules patient’s appointments with PCP and Specialists. Presents patients with customer service survey during check out and escalates concerns for immediate service recovery.
• Acts as HEDIS champion for PCPs by providing visibility of HEDIS needs for scheduled patients.
• Reviews patients’ personal and appointment information for completeness and accuracy.
• Assists with scheduling follow-up and in-house Specialist referral appointments, when necessary.

• 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.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Exceptional customer service and patient relations skills with a passion for serving others
• Ability to be compassionate with, empathetic for and caring towards our patients and their family members
• Excellent organizational skills and problem-solving abilities; specifically, the ability to work as self-starter. Ability to prioritize workload and maintain an organized workspace
• Knowledge of ChenMed medical products, services, standards, policies and procedures
• Working knowledge of medical insurance verification processes
• Conceptual knowledge of electronic medical record EMR systems
• Skilled in operating telephones, personal computers and other basic IT equipment
• Ability to effectively and efficiently communicate with leaders, colleagues, patients, family members and other individuals in a professional and courteous manner
• Detail-oriented to ensure accuracy of reports and data
• Outstanding verbal and written communication skills; excellent telephone etiquette and keen listening skills
• Must possess a positive and professional attitude
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• 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 OR comparable vocational healthcare training/preparation (i.e. foreign-trained physician, paramedic, etc.) required
• A minimum of 1 year of work experience in a hospital, medical clinic or similar environment OR documented clinical rotation training can be substituted for work experience
• BLS for Healthcare Providers required

The Care Facilitator 2 is responsible for a variety of activities related to patient intake and care. The incumbent in this role performs fundamental administrative support tasks and is actively involved in cross training to enhance their clinical skills. He/She possesses a strong commitment to providing superior customer service and views every interaction as an opportunity to build a trusting relationship with the patient and their family members.