Client Services Representative
2 weeks ago
**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 mínimal 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
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