Lead, Care Facilitator

Lead, Care Facilitator – Chen Med

We’re a family‑owned, physician‑led organization committed to providing patient‑centered care to moderate‑to‑low‑income seniors.

• Lead Care Facilitators to ensure a customer‑centric and seamless patient check‑in process.
• Confirm adherence to intake procedures, guidelines, and regulations.
• Greet and welcome patients and families into the center.
• Act as the first point of contact and resolve patient issues, concerns, and disputes.
• Prepare the center for patient arrivals, ensuring it is clean, organized, sanitized, and visually appealing.
• Guide and support Care Facilitators with HEDIS initiatives and scheduling gaps to keep patients with gaps appropriately scheduled.
• Support PCP scheduling, ensuring blocks are in place and avoiding double/over/under booking.
• Review ENS notifications, ensuring patients receive follow‑up from their Care Team.
• Examine medical release forms for accuracy and PCP sign‑off before release of records.
• Check the e‑fax folder routinely and correctly upload and index received documents.
• Authorize adjustment of patient charts for co‑payments and collect/reconcile charges for deposit to the Center Manager.
• Print the Patient Check‑in Board for billing and the CPA report, following up on missing items.
• Review phone messages, ensuring proper routing, follow‑up, and recording after‑hours messages in patient records.
• Troubleshoot Dashboard, phone, and computer issues.
• Order office and other needed supplies to keep the center inventoried and stocked.
• Fill in for Care Facilitators during scheduled and unscheduled absences.
• Assist with new patient paperwork, New Patient Welcome and Tours, patient education, and exercise class activities.
• Distribute insurance verification list and review next‑day transportation list, confirming times.
• Collect, sort, and distribute mail and set up conference rooms for weekly PCP meetings.
• Perform any other duties as assigned and modified at manager’s discretion.

• Intermediate level, customer‑service focused position working directly with patients and families.
• Fundamental knowledge of standard medical office practices, procedures, processes, and functions.
• Working knowledge of medical insurance and electronic medical record (EMR) systems.
• Skilled in operating phones, personal computers, software, and basic IT systems.
• Outstanding verbal and written communication skills with good listening ability.
• Critical thinking skills, decisive judgment, and ability to work with minimal supervision.
• Professional, courteous communication with employees, patients, and others.
• Detail‑oriented with focus on accuracy of reports and data.
• Friendly, professional, courteous, and positive disposition.
• Familiarity with Dashboard and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Willingness and ability to travel locally, regionally, and nationwide up to 10% of the time.
• Spoken and written fluency in English.

Pay Range: $20.20 – $28.83 per hour (base hourly rate). Final compensation will depend on experience, education, geographic location, and other factors. The position may also be eligible for bonuses or commissions.

Employees receive comprehensive benefits, career development and advancement opportunities, and a healthy work‑life balance.