CALL CENTER REPRESENTATIVE BILINGUAL

Job Description

Job Description

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 Call Center 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 role facilitates accessing care by utilizing telephonic, text, email, and telephone encounters.

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.
• Sends patient forms using email and DocuSign, attaches received forms in eCW,
• updates eCW.
• Notifies patients of providers not being available for their appointments.
• Schedule and reschedule patients’ various types of appointments in electronic record system.
• Utilizes dental software when scheduling dental appointments.
• Upload documents to patient charts. Labels all uploaded documents in eCW.
• Must have knowledge Of Call Center tasks as during times of low call volume will be responsible for handling other types of calls.
• Informs patients of items required for their appointment.
• Confirms patient demographic information and insurance when scheduling appointments. Updates information in eCW.
• Verify medical insurance commercial coverage and updates eCW. Sends TE to verify medical commercial insurance coverage not obtainable via the website.
• Communicate with other departments to verify non-medical commercial insurance coverage.
• Update public coverage in eCW in accordance with the Insurance Eligibility function.
• Sends TE to verify public coverage when needed.
• Performs claim data for all appointments scheduled by call center representatives.
• Provides information about Whitman-Walker services, and services available in the community.
• Assists patients and non-patients who contact the call center via phone, text, email, or written communication.
• Answer all incoming calls in Call Center queues.
• Informs patient of balance and mechanisms to make payment. Collects payment for co-pays and balances, and posts payments.
• Informs patients of No-Show policy in a compassionate manner. Offers solutions to include advocating with providers and rescheduling.
• Facilitates providing patient-requested documents and information.
• Notifies patients of providers not being available for their appointments.
• Performs claim data when the appointment is scheduled. Verify insurance is active using the IE button in eCW when performing claim data.
• Orders ASL and language interpreters when appointments are scheduled.
• Routes callers and messages to Whitman-Walker staff or departments.
• Provides patient portal access and directions on activating and using the patient portal, and assists patients in resetting their portal password.
• Other duties as assigned.

Budget Responsibilities

None

Management Responsibilities

None

Whitman-Walker 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 :

• 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 eCW, 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.
• Fluency in Spanish and or Amharic is required.
• 1 year of experience working with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, and Intersexed communities 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 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 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.