About Whitman-Walker Health

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 40 years, we have been meeting the needs of our communities with the endless dedication of our diverse teams.

Job Summary

The Medical Office Assistant collaborates with the patient and their care team to ensure patients have access to internal and external specialty care, home health care, radiology services, durable medical equipment, and prescription refills/renewals. The Medical Office Assistant supports patients in navigating the health care system through scheduling, prior authorization process, completion of required forms, receipt of records, and tracking receipt of service, device, and/or prescription.

Core WWH 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:

• Member of the onsite care team providing administrative support using all required modalities including but not limited to internal and external patient scheduling as needed, scanning and uploading patient documents, obtaining clinician signatures, and coordinating the completion of all required forms for procedures, durable medical equipment, home health services, medical and radiology prior authorizations, and radiology and specialty referrals
• Supports team members in the maintenance of specialty care referral locations to provide to patients as well as locations stored in the EMR
• Efficiently and accurately documents and maintains records within the Electronic Medical Record (EMR) based on WWH guidelines and standards.
• Contacts patient insurance plans through all required modalities to obtain prior authorization or predeterminations prescriptions and onsite procedures and treatment
• Track sent specialty care and radiology referrals to ensure patient kept appointments and all necessary reports are returned. Request external specialist reports.
• Daily Team Review of clinical schedule in order to promote efficiency, communication, and advanced preparation among all members of the medical team.
• Answers telephone and intercom calls and provides information or relays messages to clients and medical staff.
• Responds to calls from hospitals and outside clinicians, and provides medication lists, recent lab values, etc.
• Routinely participates in monthly/weekly interdisciplinary medical team meetings.
• Other duties as assigned.

Budget Responsibilities

None

Management Responsibilities

None

Core WWH Knowledge, Skills, and Talents Required:

• Ability to work independently with minimal 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:

• Fluency in medical terminology.
• Knowledge of eCW preferred.
• Knowledge of CPT-4/ICD coding.
• Knowledge of standard medical office/clinic procedures.
• Ability to build relationships with outside providers, insurers, and healthcare facilities to facilitate the referral process.

Education and Experience Required

• 2 or more years' work experience required.
• 3 or more years of experience in the medical field preferred.
• High school diploma or equivalent required; bachelor’s degree preferred.
• Valid Medical Assistant Diploma/Certificate preferred.
• 1 or more years of experience working with a broadly diverse population and the ability to work harmoniously with diverse groups of individuals required.
• 1 or more years of experience working with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, and Intersexed communities preferred.
• 1 or more years 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. Individual 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 on the basis of 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.