Care Facilitator Supervisor

Care Facilitator Supervisor

Requirements

• Strong business acumen and acuity
• Good knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and procedures
• Understanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretations
• Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects
• Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives
• Strong leadership, training, written and verbal communication, and interpersonal and presentation skills to drive results
• Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems
• Skilled in operating phones, personal computers, software and other basic IT systems
• Ability to communicate with employees, patients and other individuals with a professional and courteous manner disposition
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Ability and willingness to travel locally, regionally and nationwide up to 10% of the time
• Spoken and written fluency in English

Responsibilities

• Leads a team of Care Facilitators and other front desk staff
• Instills ChenMed values and behaviors
• Builds culture and strong engagement
• Promotes team member retention
• Provides clear onboarding expectations
• Promotes team member development and retention by performing regular facilitated coaching and leadership rounding with front desk team members
• Consistently executes the core model and follows the Center Playbook procedures
• Exhibits a strong understanding of the importance of adhering to core model execution by leading engagement and development, operational excellence and scheduling optimization
• Understands philosophy of patient flow metrics and efficiencies and shares the desired outcomes with all front desk team members
• Maintains focus on patient retention and positive customer experience and is available and accessible to both team members and patients
• Adheres to enterprise scheduling templates and ensures 100% of patients are assigned and scheduled
• Top 40 and risk score 70+ patients scheduled at least bi-weekly
• IP/ER discharge follow-up scheduled immediately with daily follow-up
• Partners with growth team to ensure THV-EE and CMAP scheduling is 100% completed
• Ensures care facilitators have the resources needed and clearly defined priorities readily available to them to promote daily success
• Serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff
• Ensures OSHA, clinical and quality standards of ChenMed are met by monitoring performance and implementing corrective action plans when needed
• Serves as first point of contact and resolution for escalated patient issues/concerns/disputes
• Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur
• Reviews ENS notifications and ensure patients receive follow up from their Care Teams
• Examines medical release forms for accuracy and PCP sign off prior to release of medical records
• Reviews phone messages to ensure proper and timely routing and follow-up
• Troubleshoots Dashboard, phone, and computer issues
• Orders office and other needed supplies to ensure the Center is properly inventoried, stocked and maintained
• Fills in for Care Facilitator as needed for scheduled and unscheduled absences
• Cover various Front Desk tasks and duties in line with business needs
• Supports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours
• Performs other duties as assigned and modified at manager’s discretion

Preferred Qualifications

• Some college coursework preferred
• BLS for Healthcare Providers certification desired