Care Facilitator

Care Facilitator Overview

The Care Facilitator is one of the patient’s first contacts with our Chen Med family. In this role you act as a patient advocate and provide exceptional customer service. You will check patients in and out of the clinic, perform basic secretarial and administrative tasks, and ensure a welcoming and organized front‑desk environment.

• Interact with patients, greeting, checking‑in, checking‑out, and scheduling appointments.
• Conduct lobby checks to maintain organization and cleanliness.
• Serve as gatekeeper for PCP and specialist schedules, including ensuring top‑40 patients are scheduled every 13 days.
• Use computer systems to add new patient information, print relevant forms, schedule appointments, respond to emails, and generate new patient packets.
• Document patient contact and emergency contact information accurately in the system.
• Make call reminders, mail birthday and greeting cards to patients for special events.
• Answer telephones, take detailed messages, and direct messages to the appropriate personnel.
• Communicate information about Chen Med clinical personnel to patients and others.
• Verify patient insurance via phone or website and collect any necessary copays.
• Assist with scheduling follow‑up and in‑house specialist referral appointments, when needed.
• Escort patients to exam rooms and ensure their comfort before they leave.
• Act as HEDIS champion for the PCP by providing visibility of HEDIS needs for scheduled patients.
• Report on hospitalizations, including HITS census, ENS Ping, and other metrics.
• Present patients with a customer service survey at checkout and, if needed, initiate immediate service recovery.
• Participate in daily and weekly huddles to provide patient data and insights.
• Regulate and monitor transportation, including driver lists or patient, medication deliveries, grocery deliveries, driver behavior, and coordination of Uber or Lyft rides for patients.
• Maintain patient confidentiality and confidentiality of medical records.
• Review patient appointment information for completeness and accuracy.
• Transmit correspondence by mail, email, or fax.
• Perform other duties as assigned or modified by management.

• Exceptional customer service skills and a passion for serving others.
• Working knowledge of medical insurance and experience with electronic medical record systems (EMR).
• Knowledge of Chen Med medical products, services, standards, policies, and procedures.
• Skilled at operating phones, personal computers, software, and basic IT systems.
• Professional, courteous communication with employees, patients, and others.
• Detail‑oriented to ensure accurate reports and data.
• Outstanding verbal and written communication skills.
• Strong listening skills.
• Positive, professional attitude.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Willingness to travel locally and regionally up to 10% of the time.
• Spoken and written fluency in English.

Hourly: $14.30 – $20.42. Final compensation varies by experience, education, and location and may include bonuses or commissions.

Enjoy comprehensive benefits, career development, and advancement opportunities combined with a supportive and collaborative work environment.