CLIENT SERVICES REP BEHAVIORAL HEALTH

Whitman-Walker Health; Washington; Hybrid; USD 40,000 - 49,000; Full time

Job summary

Whitman-Walker Health in Washington, DC seeks a Client Services Representative for Behavioral Health to support patients across medical, dental, and behavioral services. You will schedule appointments, verify demographics and insurance, collect co-pays, and guide patients through portal access and documentation requests.

The role emphasizes compassionate, non-judgmental service, HIPAA compliance, and accurate data entry within the electronic health record system.

Qualifications

• Associate degree or 2 years of equivalent work experience required.
• 1-3 years of experience in healthcare or call center preferred.
• 5 years of experience in behavioral health environment preferred.

Responsibilities

• Schedules and reschedules appointments; sends appointment reminders.
• Verifies and updates patient insurance information in eCW.
• Collects co-pays and explains payment options to patients.
• Explains No-Show policy and offers alternatives including rescheduling.
• Scans and attaches insurance cards and IDs in eCW; maintains records.
• Assists with patient portal access and documents requests (lab results, referrals).
• Handles telephone encounters and community referrals as needed.

Skills

Customer service

Communication

HIPAA knowledge

Healthcare terminology

Medical records systems

Education

Associate degree or 2 years equivalent experience

Tools

eCW

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

CLIENT SERVICES REP BEHAVIORAL HEALTH

Full Time 40 hours per week Union Non Mgmt Washington, DC, US

30+ days ago Requisition ID: 1587

Salary Range: $19.00 To $23.75 Annually

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 Representative is WWH’s centralized patient-facing department, which is 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.

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.
• Participatesinorganizationalqualityandperformanceimprovementactivities.

Role Specific Primary Essential Duties:

• Scheduleandrescheduleappointments.Schedulesappointmentreminders.
• Providepatientswith a listofitemstheywillneedpriortotheirappointment.
• Confirms patient demographic information and insurance when checking patients in for appointments. Updates information in eCW.
• Informs patient of balance and mechanisms to make payment. Collects payment for co-pays and associated tasks.
• Adheres to and informs patients of No-Show policy in a compassionate manner. Offers solutions to include advocating with providers and rescheduling.
• 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 eCW. Updates eCW.
• LabelsallscanneddocumentsineCW.
• Provides patient-requested documents and facilitates correspondence (i.e., printed copies of lab results, appointment cards, and referrals).
• Checks patients in and out, schedules and reschedules appointments. Schedules appointment reminders.
• Performsclaimdatawhenappointmentisscheduledand3daysbeforeappointment.Performs same-day claim data for appointments scheduled less than 3 days in advance.
• Performopeningandclosingdutiesdaily.
• Verify medical insurance is active using the IE button in eCW 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.
• Creates,monitors,andrespondstoallformsofelectroniccommunication.
• RespondtoassignedTelephoneEncounters.
• Provides information about Whitman-Walker services, and services available in the community.
• OrdersASLandlanguageinterpreterswhenappointmentsarescheduled.
• Providespatientportalaccessanddirectionsonactivatingandusing the patientportal.
• Assists caller’s requests on behavioral health phone line and voice/transcribed messages.
• Reviewsandaddressespsychiatryreferrals.
• Other duties as assigned.

Whitman-Walker Knowledge, Skills, and Talents Required:

• Abilitytoworkindependentlywithminimalsupervision.
• Abilitytomanagetimeandefforttomeetstrategicobjectives.
• Knowledge of principles and processes for providing excellent customer service, both internal and external.
• KnowledgeofallapplicableWWHpoliciesandprocedures.
• Excellentoralandwrittencommunicationskills.
• Knowledgeofhealthcareinformationsystemswiththeabilitytoadapttonewelectronicmedical records and population health platforms.
• Analytical skills are 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.
• Flexibilitytoworkwithintheorganization'svariouslocationsasnecessary.
• Commitment to health equity.

Role Specific- Knowledge, Skills, and Talents Required:

• Abilitytoworkindependentlyandlearnquickly.
• Ability to effectively communicate with staff and patients in an affirming, respectful, and efficient manner.
• Fluencyinmedicalterminology.
• FluencyinHIPAAlawsandregulations.
• KnowledgeofeCW,andcomputersoftwareprogramsusedbyclientservices.
• KnowledgeofMicrosoftOfficeproducts.
• 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 or2yearsofequivalentworkexperiencerequired.
• 1-3yearsofexperienceinahealthcareorcall center preferred.
• 5yearsexperienceinbehavioralhealthenvironmentpreferred.
• Fluency in medical terminology preferred
• 1yearofexperienceworkingwithmembersoftheLesbian,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.

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.