CLIENT SERVICES REPRESENTATIVE BILINGUAL

About the Role

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

Key Responsibilities

• Register patients.
• Update electronic medical records (eCW).
• Schedule and reschedule appointments.
• Schedule appointment reminders.
• Provide patients with a list of items needed prior to their appointment.
• Confirm patient demographic information and insurance when checking patients in for appointments.
• Inform patients of balances and payment mechanisms.
• Collect payment for co-pays and associated tasks.
• Adhere to and inform patients of the No-Show policy in a compassionate manner, offering solutions such as advocating with providers and rescheduling.
• Scan current insurance and ID cards in eCW annually and when updated.
• Obtain completed registration forms, general consent, telehealth consent forms, and other forms (e.g., release of information, support animal) and scan into electronic medical records.
• Label all scanned documents in electronic medical records.
• Provide patient-requested documents and facilitate correspondence (e.g., 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 community services.
• Order ASL and language interpreters when appointments are scheduled.
• Provide patient portal access and directions on activation and use.

Requirements & Tech Stack

• Electronic medical records (eCW)
• Microsoft Office products
• IE button (for insurance verification)

Qualifications

• 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.
• 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.

Education and Experience

• Associate degree or 2 years of equivalent work experience.
• 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

• Normal office environment.
• May be required to work evenings and/or weekends and at organizational events.
• Schedule varies: 7:30 am-4:30 pm, 8:00 am-5:00 pm, 8:30 am-5:30 pm, 9:00 am-6:00 pm, Monday-Friday.