Whitman-Walker Health
CLIENT SERVICES REPRESENTATIVE BILINGUAL
Whitman-Walker Health, Washington, District of Columbia, us, 20022
CLIENT SERVICES REPRESENTATIVE BILINGUAL
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 SummaryThe 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, and verifying insurance.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 Duties:Schedule and reschedule appointments. Schedule appointment reminders.Provide patients with a list of items they will need prior to their appointment.Confirm patient demographic information and insurance when checking patients in for appointments. Update information in eCW.Inform patients of balance and mechanisms to make payment. Collect payment for co-pays and associated tasks.Adhere to and inform patients of No-Show policy in a compassionate manner. Offer 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. Update eCW.Label all scanned documents in eCW.Provide patient-requested documents and facilitate correspondence (i.e., printed copies of lab results, appointment cards, referrals).Check patients in and out, schedule and reschedule appointments. Schedule appointment reminders.Perform claim data when appointment is scheduled and 3 days prior to appointment. Perform 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.Create, monitor, and respond to all forms of electronic communication.Respond to assigned Telephone Encounters.Provide information about Whitman-Walker services, and services available in the community.Order ASL and language interpreters when appointments are scheduled.Provide patient portal access and directions on activating and using the patient portal.Other duties as assigned.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.Fluency in Spanish and/or Amharic is required.1 year of experience working with members of the LGBTQIA+ 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.
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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 SummaryThe 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, and verifying insurance.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 Duties:Schedule and reschedule appointments. Schedule appointment reminders.Provide patients with a list of items they will need prior to their appointment.Confirm patient demographic information and insurance when checking patients in for appointments. Update information in eCW.Inform patients of balance and mechanisms to make payment. Collect payment for co-pays and associated tasks.Adhere to and inform patients of No-Show policy in a compassionate manner. Offer 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. Update eCW.Label all scanned documents in eCW.Provide patient-requested documents and facilitate correspondence (i.e., printed copies of lab results, appointment cards, referrals).Check patients in and out, schedule and reschedule appointments. Schedule appointment reminders.Perform claim data when appointment is scheduled and 3 days prior to appointment. Perform 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.Create, monitor, and respond to all forms of electronic communication.Respond to assigned Telephone Encounters.Provide information about Whitman-Walker services, and services available in the community.Order ASL and language interpreters when appointments are scheduled.Provide patient portal access and directions on activating and using the patient portal.Other duties as assigned.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.Fluency in Spanish and/or Amharic is required.1 year of experience working with members of the LGBTQIA+ 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.
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