Job Description

The Care Facilitator Supervisor, functioning under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. Trains, guides and supports Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their duties. Leads front office center operations including, quality, compliance, human resources, patient experience, and direct supervision of employees. Leads the VIP customer experience from center entry to exit by ensuring our patients and their family members have a pleasant and memorable experience every visit and with every interaction. Establishes and maintains strong professional relationships with internal work partners and external customers; and through strict adherence of established center guidelines and standards provides the best solutions and options for our patients in support of the overall center experience. Essential job duties/responsibilities include leading a team of Care Facilitators and other front desk staff, setting performance goals, developing talent, implementing improvements, instilling company values, building culture and engagement, promoting retention, onboarding, coaching, and leadership rounding. Operational excellence by executing core model and Center Playbook procedures, understanding patient flow metrics, maintaining patient retention and customer experience, scheduling optimization, ensuring 100% patient scheduling, partnering with growth team, resource provision, hiring and selection, OSHA and quality standards compliance, resolving escalated patient issues, supporting PCP scheduling, reviewing notifications and medical release forms, managing phone messages, troubleshooting technical issues, ordering supplies, filling in for Care Facilitators as needed, supporting patient VIP experience, and performing other duties as assigned. Knowledge, skills, and abilities required include strong business acumen, understanding of operations standards and regulatory standards, critical reasoning, decision-making, problem-solving, organizational skills, leadership, communication, interpersonal skills, knowledge of medical insurance and EMR systems, IT skills, professional communication, proficiency in Microsoft Office Suite, and willingness to travel up to 10%. Education and experience criteria include a high school diploma or GED, ability to lead and coach teams, some college coursework preferred, minimum 3 years’ medical facility experience, and BLS certification desired. ChenMed is a family-owned, physician-led organization focused on transforming healthcare for seniors with great compensation, benefits, career development, and work-life balance.

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