CLIENT SERVICES REPRESENTATIVE

About Whitman-Walker

Whitman-Walker envisions a society where all persons are seen for who they are, treated with dignity and respect, and afforded equal opportunity to health and wellbeing. Through care, advocacy, research, and education, we empower all persons to live healthily, love openly, and achieve equality and inclusion. For over 50 years, we have been meeting the needs of our communities with the endless dedication of our diverse teams.

Job Summary

The Client Services Representative is WWH’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.

Whitman-Walker Primary Essential Duties:
• Performs and behaves in accordance with Whitman-Walker’s mission, cultural norms, and core values of dignity, respect, affirmation, and humility.
• Maintains a respectful, non-judgmental, and compassionate manner with patients/clients/staff.
• Demonstrates excellent customer service by identifying and exceeding customer requirements.
• Adheres to Whitman-Walker policies and procedures, with special attention given to HIPAA requirements.
• Maintains data integrity through conscientious use of relevant tools and employing a system of checks and balances.
• Demonstrates organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed.
• Participates in organizational quality and performance improvement activities.

Role Specific Primary Essential Duties:
• Register patients. Updates eCW.
• 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 eCW.
• 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 eCW. Updates eCW.
• Labels all scanned documents in eCW.
• 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 appointment is scheduled and 3 days prior to 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 eCW 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.
• Other duties as assigned.

Budget Responsibilities

None

Management Responsibilities

None

Whitman-Walker Knowledge, Skills, and Talents Required:
• Ability to work independently with minimal supervision.
• Ability to manage time and effort to meet strategic objectives.
• Knowledge of principles and processes for providing excellent customer service, both internal and external.
• Knowledge of all applicable WWH policies and procedures.
• Excellent oral and written communication skills.
• Knowledge of healthcare information systems with the ability to adapt to new electronic medical records and population health platforms.
• Analytical skills necessary for the preparation of accurate, concise, and comprehensive reports.
• Ability to maintain records and information in an accurate, timely, and confidential manner.
• Ability to adapt to changes in the service delivery model, re-prioritizing as necessary.
• Flexibility to work various shifts, including afternoon, evening, and weekend shifts as necessary.
• Flexibility to work within the organization's various locations as necessary.
• Commitment to health equity.

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 eCW, 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 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 members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, and Intersexed communities 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 organization events.

Physical Demands:
• Lifting: No more than 20 lbs. and infrequently.
• Movement: Standing and sitting for long periods.
• Visual: Long periods on computer.
• Concentration: Extended periods of engagement with computer systems where concentration is key to accuracy in data entry. Intermittent periods of engagement with a telephone system to respond to inquiries where concentration is key to task performance.
• Communication: Direct and indirect communication. Written and verbal competency.

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.