About Whitman-Walker Health

At Whitman-Walker, our commitment to “Community, Caring and Quality” really shines through! Our mission is to be the highest quality, culturally competent community health center serving greater Washington’s diverse urban community, including individuals who face barriers to accessing care, and with special expertise in LGBT and HIV care. We offer a full line of healthcare services including (1) comprehensive outpatient offerings for medical and dental healthcare; (2) an on-site Pharmacy; (3) legal s support in the areas of access to healthcare, public benefits, and private insurance, discrimination and workplace rights, immigration, transgender rights and others; (4) behavioral healthcare provided through individual and group therapy; and (5) confidential HIV testing and counseling services.

Job Summary

The Client Services Department is WWH’s centralized patient interfacing department. Responsible for assisting patients in the medical, dental, behavioral health, and other areas across the health center with accessing care. This position will be responsible for handling all client-facing duties ranging from scheduling patients for appointments, inputting patient data into eCW, and other related tasks.

Primary Essential Duties

•Greet and welcome all internal and external customers in any communication in a warm, friendly, and professional manner and ensure that every customer receives high-quality customer service.

•Perform opening and closing duties daily.

•Perform “Same Day” claim data functions.

•Register new clients, and input patient information in eClinical Works (eCW).

•Obtain patient general consent forms.

•Schedule clients for services in eClinical Works (eCW).

•Provide new patients/clients with a list of items they will need prior to their appointment.

•Send Telephone Encounters in eClinical Works (eCW).

•Confirm public and/or commercial coverage is active.

•Inform clients of approximate costs for services upon request.

•Check clients in and out, schedule and re-schedule clients for future appointments. Verify patient identity and insurance at each client encounter.

•Obtain patient information at check-in.

•Obtain patient payments at check-in.

•Distribute any telephone encounters to the appropriate department in eCW.

•Provide knowledgeable program-specific or generalized information about Whitman-Walker.

•Ensure the Release of Information form is fully and accurately completed by the patient.

•Serves as backup to the teammate as coverage is needed.

•Oversee internal correspondence from patients to staff and vice versa.

•Maintain the reception area in a clean, orderly manner. Maintain the client waiting for area and entry hallways free of litter, assure handouts and/or magazines are maintained in an orderly manner.

•Help clients in distress by following procedures to request emergency assistance, call 911 for emergency assistance, or report client disturbances.

•Maintain client confidentiality in compliance with HIPPA including demographic and financial information.

•Ensure the readiness of the reception area for each working day.

•Notify the Lead or Manager of office supplies required for front desk activities.

•Notify the Lead Manager of malfunctioning office equipment, lighting, or supplies needed.

•Other duties as assigned.

Knowledge, Skills, and Talents Required

•Self-motivation, flexibility, and the ability to provide support in a fast-paced clinic environment.

•Ability to multi-task.

•Ability to effectively use computer software and technology as required by WWH, including Microsoft Office, Outlook, and eClinicalWorks (eCW).

•Ability to communicate in an effective and professional manner with clients and staff members.

•Excellent telephone and face-to-face interpersonal skills, including the ability to effectively de-escalate difficult client encounters.

•Sensitivity to all areas of diversity, not limited to, HIV status, color, religion, gender, marital status, sexual orientation, national origin, age, disability, veteran status, and gender identity.

•Ability to work well under pressure.

Education and Experience Required

•Associate’s degree or equivalent work experience required, Bachelor’s degree preferred.

•Knowledge of standard medical office/clinic procedures preferred.

•1-2 years experience in a health center environment preferred.

•Fluency in Medical Terminology preferred.

•Fluency in Spanish and or Amharic is required.

•Experience working with an ethnically, culturally, and racially diverse work staff preferred; ability to work harmoniously with diverse groups of individuals required.

Core WWH Duties for All

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 the 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

Working Conditions: Working conditions for this position are normal for an office environment.

Physical Demands:

•Lifting: No more than 20 lbs. and infrequently.

•Movement: Standing and sitting for long periods. Mobility between Whitman-Walker facilities and across/between floors.

•Visual: Long periods on a computer.

•Concentration: Highly effective concentration is required along with frequent multi-tasking.

•Communication: Direct and indirect communication. Written and verbal acuity. Ability to hear and/or communicate in another manner with clients and staff who speak. Manual dexterity to type and dial phone.

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, and gender identity. For accommodation in the application process, please contact Human Resources.