CLIENT SERVICES REPRESENTATIVE

About the Role

The Client Services Representative is Whitman-Walker Health's centralized patient-facing department responsible for assisting patients in 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.

Key Responsibilities

• Register patients.
• Update electronic medical records.
• 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 electronic medical records.
• Inform patients of balances and mechanisms to make payment.
• Collect payment for co-pays and associated tasks.
• Adhere to and inform patients of the No-Show policy in a compassionate manner, offering solutions including advocating with providers and rescheduling.
• Scan current insurance and ID cards in eCW annually and when there is an update.
• Obtain completed registration form, general consent, telehealth consent form, and other forms (i.e., release of information, support animal) and scan them into electronic medical records.
• Label all scanned documents in electronic medical records.
• Provide patient-requested documents and facilitate correspondence (i.e., printed copies of lab results, appointment cards, referrals).
• Check patients in and out.
• Perform claim data when an appointment is scheduled and 3 days prior to the 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 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.
• 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.

Requirements & Tech Stack

• 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.
• Ability to establish and maintain professional working relationships with all levels of staff, patients, and the public.
• Ability 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.

Qualifications

• 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 people living with HIV or issues related to HIV care preferred.

Working Conditions

• Normal for an office environment.
• May be required to work evenings and/or weekends and at organizational events.