Medical Front Desk Representative

About the role

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.

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
• 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

Qualifications

• 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

Skills

• 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
• 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

Pay

$14.3 - $20.42 Hourly