Medical Receptionist

ChenMed - Jacksonville, FL

Full-time - Entry Level

Jacksonville, FL

Ambulatory Health Care Services

About the position

The Care Facilitator is a pivotal role within the ChenMed family, acting as one of the first points of contact for patients. This position is essential in delivering exceptional customer service and advocating for patients throughout their healthcare journey. The Care Facilitator is responsible for checking patients in and out of the medical clinic, providing basic secretarial and administrative support, and ensuring that every interaction is an opportunity to build a trusting relationship with patients. A successful Care Facilitator is committed to superior service and embodies kindness and joy in their work, reflecting the values of ChenMed. In this role, the Care Facilitator interacts with patients by greeting them, checking them in and out, and scheduling appointments. They conduct lobby checks to maintain organization and cleanliness, ensuring a welcoming environment for patients. The Care Facilitator also serves as the gatekeeper for the schedules of Primary Care Providers (PCP) and specialists, ensuring that top patients are scheduled regularly. Utilizing computer systems, they manage patient information, print necessary forms, and respond to emails, all while ensuring that patient contact information is accurately documented. Additionally, the Care Facilitator engages in proactive communication with patients, including conducting follow-up calls and sending birthday cards to commemorate special events. They handle phone calls, take detailed messages, and verify patient insurance, collecting copays as necessary. The role also involves escorting patients to exam rooms, ensuring their comfort, and acting as a champion for HEDIS needs by reporting on hospitalizations and patient care metrics. The Care Facilitator participates in daily and weekly huddles to discuss patient details and monitors transportation aspects for patients, coordinating rides and deliveries as needed. Maintaining confidentiality of patient information is paramount, and the Care Facilitator is expected to review patient data for accuracy and completeness while performing other duties as assigned by management.

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 ChenMed 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.

Requirements

• 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.
• 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.

Nice-to-haves

• Graduation from a nationally accredited Medical Assistant program preferred.
• BLS for Healthcare Providers preferred.

Benefits

• Great compensation
• Comprehensive benefits
• Career development and advancement opportunities
• Work-life balance
• Opportunities to grow