Medical Front Desk Receptionist

Unclassified - Newport News, VA

Full-time - Entry Level

Newport News, VA

About the position

The Care Facilitator (Medical Front Desk Receptionist) at Jencare, a ChenMed Company, plays a crucial role as one of the first points of contact for patients. This position is dedicated to delivering exceptional customer service and acting as a patient advocate. The Care Facilitator is responsible for checking patients in and out of the medical clinic, providing essential secretarial and administrative support, and ensuring that every interaction is an opportunity to build a trusting relationship with patients. A successful candidate will demonstrate a strong commitment to superior service, ensuring that patients feel valued and cared for during their visits. In this role, the Care Facilitator will interact with patients by greeting them, checking them in and out, and scheduling appointments. They will conduct lobby checks to maintain organization and cleanliness, serve as the gatekeeper for Primary Care Provider (PCP) and Specialist schedules, and ensure that patients are scheduled appropriately. The position requires the use of computer systems to manage patient information, print necessary forms, and respond to emails. Additionally, the Care Facilitator will verify patient insurance, collect copays, and assist with scheduling follow-up appointments. The role also involves making 'love' calls to patients, sending birthday and greeting cards, and ensuring that patient comfort is prioritized during their visits. The Care Facilitator will participate in daily and weekly huddles to discuss patient details and will be responsible for monitoring transportation aspects for patients, including scheduling rides and managing medication deliveries. Maintaining confidentiality of patient information and performing other duties as assigned by management are also key responsibilities of this position.

Responsibilities

• Interact appropriately with patients and record information while greeting, checking-in, checking-out or scheduling appointments for patients.
• Conduct lobby checks to ensure organization and cleanliness.
• Serve as the gatekeeper for PCP and Specialists schedules, ensuring Top 40 patients are scheduled every 13 days.
• Utilize computer equipment and programs to add new patient information, print relevant forms, schedule appointments, respond to emails, and generate New Patient packets.
• Ensure patient contact and emergency contact information is accurately documented in the system.
• Conduct 'love' calls and mail birthday and greeting cards to patients commemorating special events.
• Answer telephones, take detailed and accurate messages, and ensure messages are directed to the appropriate individual.
• Clearly communicate information about Jencare clinical personnel to patients and other individuals.
• Verify patient insurance via phone or website and collect any necessary copays for services.
• Assist with scheduling follow-up and in-house Specialist referral appointments, when necessary.
• Escort patients to exam rooms and ensure their comfort and well-being prior to leaving.
• Act as HEDIS champion for the PCP by providing visibility of HEDIS needs for scheduled patients.
• Report on hospitalizations including HITS census, ENS Ping, etc.
• Present patients with customer service survey during check out and escalate if needed for immediate service recovery.
• Participate in daily and weekly huddles to provide details on patients.
• Regulate and monitor aspects of transportation, including scheduling and coordinating Uber/Lyft rides for patients.
• Maintain the confidentiality of patients' personal information and medical records.
• Review patients' personal and appointment information for completeness and accuracy.
• Transmit correspondence by mail, email or fax.
• Perform other duties as assigned and modified at manager's discretion.

Requirements

• High school diploma or equivalent education required.
• A minimum of 1 year of work experience in a medical clinic or similar environment required.
• BLS for Healthcare Providers preferred.
• 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.
• Bilingual: Spanish preferred.

Nice-to-haves

• Experience in a front desk role for 3 years (Preferred).
• Experience with medical terminology for 1 year (Preferred).
• Experience in a medical office for 1 year (Preferred).
• Ability to relocate to Newport News, VA 23605 before starting work (Required).

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance