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Job Summary

The Client Services Call Center is Whitman-Walker Health's centralized patient interfacing department responsible for assisting patients in the medical, dental, behavioral health, and other areas across the health center with accessing care. This role facilitates accessing care by utilizing telephonic, text, email, and telephone encounters.

Role Specific Primary Essential Duties:

• Register patients.
• Sends patient forms using email and DocuSign, attaches received forms, and updates the electronic medical record system
• Schedule and reschedule patients’ various types of appointments in the electronic medical record system.
• Utilizes dental software when scheduling dental appointments
• Upload documents to patient charts. Labels all uploaded documents in the electronic medical records system.
• Must have knowledge of call center tasks, as during times of low call volume, will be responsible for handling other types of calls.
• Informs patients of items required for their appointment.
• Confirms patient demographic information and insurance when scheduling an appointment. Updates information in electronic medical records
• Verify medical insurance commercial coverage and update electronic medical records. Sends TE to verify medical commercial insurance coverage not obtainable via the website.
• Communicate with other departments to verify non-medical commercial insurance coverage.
• Update public coverage in electronic medical records in accordance with the Insurance Eligibility function.
• Sends TE to verify public coverage when needed.
• Performs claim data for all appointments scheduled by the call center representative.
• Provides information about Whitman-Walker services and services available in the community.
• Assists patients and non-patients who contact the call center via phone, text, email, or written communication.
• Answer all incoming calls in the Call Center queues.
• Informs the patient of balance and mechanisms to make payment. Collects payment for co-pays and balances, and posts payments.
• Informs patients of No-Show policy in a compassionate manner. Offers solutions to include advocating with the provider and rescheduling.
• Facilitates providing patient-requested documents and information.
• Notifies patients that the provider is not available for their appointment.
• Performs claim data when an appointment is scheduled. Verify insurance is active using the IE button in eCW when performing claim data.
• Orders ASL and language interpreters when appointments are scheduled.
• Routes callers and messages to Whitman-Walker staff or departments.
• Provides patient portal access and directions on activating and using the patient portal, and assists patients in resetting their portal password.

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 EPIC and computer software programs used by client services.
• Knowledge of Microsoft Office products.

Education and Experience Required

• An associate degree or 2 years of equivalent work experience 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. Individuals will be required to work from home during inclement weather.

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.