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Job Summary

The Client Services Representative is Whitman-Walker Health's centralized patient-facing department responsible for assisting patients in the medical, dental, behavioral health, and other areas across the health center with accessing care and facilitating billing. This role facilitates accessing care by scheduling patients, obtaining updated patient documents, updating the patient demographic record, updating, and verifying insurance.

Role Specific Primary Essential Duties:

• Register patients. Updates electronic medical records.

• Schedule and reschedule appointments. Schedules appointment reminders.

• Provide patients with a list of items they will need prior to their appointment.

• Confirms patient demographic information and insurance when checking patients in for appointments. Updates information in electronic medical records.

• Informs patient of balance and mechanisms to make payment. Collects payment for co-pays and associated tasks.

• Adheres to and informs patients of No-Show policy in a compassionate manner. Offers solutions to include advocating with providers and rescheduling.

• Responsible for scanning current insurance and ID cards in eCW annually and when there is an update.

• Responsible for obtaining completed registration form, general consent, telehealth consent form, and other forms (i.e., release of information, support animal) and scanning in electronic medical records.

• Labels all scanned documents in electronic medical records.

• Provides patient-requested documents and facilitates correspondence (i.e., printed copies of lab results, appointment cards, referrals).

• Checks patients in and out, schedules and reschedules appointments. Schedules appointment reminders.

• Performs claim data when an appointment is scheduled and 3 days prior to the appointment. Performs same-day claim data for appointments scheduled less than 3 days in advance.

• Perform opening and closing duties daily.

• Verify medical insurance is active using the IE button in electronic medical records when performing claim data and checking in patients. Create and send telephone encounters to verify existing and new insurance that cannot be verified using the IE button.

• Creates, monitors, and responds to all forms of electronic communication.

• Responds to assigned Telephone Encounters.

• Provides information about Whitman-Walker services and services available in the community.

• Orders ASL and language interpreters when appointments are scheduled.

• Provides patient portal access and directions on activating and using the patient portal.

Role Specific- Knowledge, Skills, and Talents Required:

• Ability to work independently and learn quickly.

• Ability to effectively communicate with staff and patients in an affirming, respectful, and efficient manner.

• Fluency in medical terminology.

• Fluency in HIPAA laws and regulations.

• Knowledge of electronic medical records and computer software programs used by client services.

• Knowledge of Microsoft Office products.

• Possess the ability to establish and maintain professional working relationships with all levels of staff, patients, and the public, and to work comfortably with people with HIV, and persons with different ethnicities, sexual orientations, gender identities, color, religions, marital status, national origin, age, disability, and veteran status.

Education and Experience Required

• Associate degree or 2 years of equivalent work experience is required.
• Written and oral fluency in Spanish or Amharic required.
• 1-3 years of experience in a health care or call center preferred.
• Fluency in medical terminology preferred.
• 1 year of experience working with people living with HIV or issues related to HIV care preferred.

Working Conditions:

Working conditions for this position are normal for an office environment. Individuals may be required to work evenings and/or weekends and at organizational events.

Whitman-Walker is an equal employment opportunity employer and does not discriminate against applicants, its employees, or former employees based on race, color, religion, gender, marital status, sexual orientation, national origin, age, disability, veteran status, or gender identity. For accommodation in the application process, please contact Human Resources.