Job Description

Job Description

Job Description

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 for health and wellbeing. Through care, advocacy, research, and education, we empower all persons to live healthy, 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 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 dental client-facing duties ranging from scheduling patients for appointments, to inputting patient data into eCW, and other related tasks.

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:

• Greet and address all internal and external callers in a warm, friendly, and professional manner and ensure that every customer receives high-quality customer service.

• Answers all calls that come through the Dental option for the call center and responds appropriately.

• Must have knowledge of Call Center tasks as during times of low dental call volume will be responsible to handle other types of calls.

• Process the various types of registration for new clients and inform callers of how to access various health center services.

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

• Schedule various types of patient appointments in eClinical Works (eCW) and or Open Dental.

• Performs Two Day Claim Data functions.

• Checks and responses to AM E-Messages.

• Obtains and enters demographic information into eClinical Works (eCW) and or Open Dental, accurately.

• Completes appointment reminders and appointment reschedule calls when necessary.

• Provides assistance with bump list and other projects as call volume permits.

• 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 in order 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 the 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.

Education and Experience Required

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

• Knowledge of standard medical office/clinic procedures preferred.

• 1-3 years of experience in a dental office environment with experience in verifying dental insurance preferred.

• Written and oral fluency in Spanish or Amharic required

• Fluency in Dental Terminology preferred

• Experience working with a broadly diverse population and the ability to work harmoniously with diverse groups of individuals required.

• Experience working with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, and Intersexed communities preferred.

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

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