Operations Team Lead

The Lead, Care Facilitator is dedicated to providing VIP customer service to every patient and customer who enters the center. Through adherence of established center guidelines and standards, the incumbent in this role is responsible for providing the best solutions and options for our patients in support of the overall center experience. He/she plays a vital role in ensuring that all of our patients and their family members have a pleasant and memorable experience every visit and with every interaction. The Lead, Care Facilitator is accountable for precisely entering patient data and setting up accounts, and for establishing and maintaining strong professional working relationships with internal work partners. This incumbent trains, guides and supports Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their daily tasks.

Minimum Requirements:

• MUST have at least 2 years’ work experience in a medical facility
• Previous Team Management experience required.
• Background in business administration preferred.
• Bachelor's Degree strongly preferred.

Job Description

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Leads Front Desk Team in ensuring that the patient check-in process is customer-centric and seamless. Confirms that all intake procedures, guidelines and regulations are adhered to.
• Greets and welcomes patients and families into the Center.
• Serve as first point of contact and resolution for patient issues/concerns/disputes.
• Prepares the center for patient/customer arrivals. Ensures it’s clean, organized, sanitized and visually appealing.
• Guides and supports Care Facilitators with HEDIS initiatives to ensure patients with gaps are appropriately scheduled.
• Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur. Ensures scheduling gaps are attended to and closed in a timely manner.
• Examines medical release forms for accuracy and PCP sign off prior to release of medical records. Ensures the e-fax folder is routinely checked and that documents received are correctly uploaded and indexed.
• Authorized to adjust patient charts with regard to co-payments.
• Collects co-payments, reconciles charges and submits them to the Center Manager for deposit.
• Prints Patient Check-in Board for billing. Prints CPA report and ensure missing items are followed up on.
• Reviews phone messages to ensure proper and timely routing and follow-up. Ensures after hours messages from patients are recorded in the patient’s medical record and followed up on by the appropriate discipline.
• Troubleshoots Dashboard, phone, and computer issues.
• Orders office and other needed supplies to ensure the Center is properly inventoried, stocked and maintained.

Other responsibilities may include:

• Fills in for Care Facilitator as needed for scheduled and unscheduled absences.
• Supports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours.
• Assists with Patient Education and Exercise Class activities as needed.
• Distributes insurance verification list.
• Reviews next day transportation list and confirm times.
• Collects, sorts and distributes mail.
• Sets up conference rooms for weekly PCP meetings.
• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• This is an intermediate level, customer service-focused position working directly with patients and their families in one of ChenMed’s medical centers
• Fundamental knowledge and understanding of standard medical office practices, procedures processes, functions, and techniques
• Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems
• Skilled in operating phones, personal computers, software and other basic IT systems
• Good critical thinking skills, decisive judgment and the ability to work with minimal supervision
• Ability to communicate with employees, patients and other individuals in a professional and courteous manner

Job Type: Full-time

Pay: Up to $20.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Education:

• Bachelor's (Preferred)

Experience:

• Team management: 2 years (Required)
• Customer service: 3 years (Required)
• Business Administration: 2 years (Required)
• Medical office: 3 years (Required)

Ability to Commute:

• Decatur, GA 30032 (Required)

Work Location: In person

Salary : $21