Client/Customer Support Rep

Job SummaryThe Client Services Representative is Whitman-Walker Health'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.Role Specific Primary Essential Duties:• Register patients. Updates electronic medical records.• Updates information in electronic medical records.• Adheres to and informs patients of No-Show policy in a compassionate manner. 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 electronic medical records.• Labels all scanned documents in electronic medical records.• Provides patient-requested documents and facilitates correspondence (i.e., Performs claim data when an appointment is scheduled and 3 days prior to the appointment. Performs same-day claim data for appointments scheduled less than 3 days in advance.• 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.• 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.• Fluency in medical terminology.• Knowledge of electronic medical records and computer software programs used by client services.• Knowledge of Microsoft Office products.• Possess the ability to establish and maintain professional working relationships with all levels of staff, patients, and the public, and 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 Required• 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:Working conditions for this position are normal for an office environment. Individuals may be required to work evenings and/or weekends and at organizational events.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, or gender identity. For accommodation in the application process, please contact Human Resources.