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 Manager (CSM) reports to the Senior Manager of Clinical Infrastructure and oversees Client Services Supervisors. CSM will supervise the daily operations of Client Services and its employees at both NW and SE locations. This position will rotate to both locations. This person must promote the effective communication and performance of duties to support the clinical services and administrative duties of the department and clinic and ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training, and allocation of resources.

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.
• Maintain a respectful, non-judgmental, and compassionate manner with patients/clients/staff.
• Demonstrate excellent customer service by identifying and exceeding customer requirements.
• Adhere to Whitman-Walker policies and procedures, with special attention given to HIPAA requirements.
• Maintain data integrity through the conscientious use of relevant tools and employing a system of checks and balances.
• Demonstrate organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed.
• Participate in organizational quality and performance improvement activities.

Role-Specific Primary Essential Duties:

• The Manager will provide effective management of the client services team under oversight and guidance from the Senior Manager of Clinical Infrastructure. The Manager directs and oversees the day-to-day operations and activities of client services, provides mentoring and technical assistance on issues that arise, and monitors for timeliness and quality of all services provided by the client services team.
• Manages the day-to-day operations related to staff scheduling, individual supervision, team meetings, departmental policies and procedures, training needs, and prompt and efficient delivery of high-quality services
• Hire, onboard, and train client services staff.
• New and refresher staff orientation to include customer service training, de-escalation training, departmental and health center policy and procedure, current EMR, registration, and scheduling, claim data, payment collection, and posting, benchmarks, Whitman-Walker services, community resources, language access, and insurance verification.
• Develop departmental policy and procedures and training documents, to include specific, time-framed, and measurable goals and objectives.
• Analyze client services data, and measure client services staff benchmarks.
• Prepare monthly reports for upper management and make recommendations for Process Improvement to address any deficiencies
• Use appropriate reports and metrics to provide monthly, quarterly, and annual feedback
• Prepare work schedules and assignments to ensure sufficient coverage to support the clinical care team. Record staff time. Approve time-off requests. Approve payroll time and attendance.
• Assure that pertinent information is effectively communicated to client services staff regarding changes related to provider schedules, telephone messages, access, and clinic updates.
• Coach client services staff through challenging customer service issues.
• Monitor staff compliance with departmental policies, procedures, training, directives, HIPAA, and health center employee handbook policy and procedures.
• Works with department supervisors to initiate corrective and disciplinary action.
• The manager will review, respond, and address patient feedback and complaints, including prompt follow-up with staff, and ensure any issue is resolved.
• Collects and reports daily payments.
• Insurance Verification for same day and EMR requests
• Claim Data, Insurance 3-Day Report
• Address Compliance related incident report
• Provider coverage when needed
• Manage E-messages on different platforms and EMR

Budget Responsibilities

• Make recommendations for new equipment and staffing.

Management Responsibilities

• Prepares schedules.
• Tracks staff arrival and departure time and approves timesheets.
• Works with their department manager to initiate corrective and disciplinary action.

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 call centers, 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, and evening 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:

• Strong organizational and people skills to provide direct management and oversight of the call center staff.
• Experience effectively managing a diverse staff and/or team.
• 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.
• Strong knowledge of HIPAA laws and regulations.
• Knowledge of eCW is a plus.
• 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 collaborate comfortably with people with HIV, and persons with different ethnicities, sexual orientations, and gender identities.

Education and Experience Required

• Bachelor’s Degree or equivalent work experience required.
• 2 years of experience in Front Desk Operations Management required, preferably in a healthcare setting.
• 1 year of experience collaborating with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer, Asexual, and Intersexed communities preferred.
• 1 year of experience collaborating 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 on the basis of race, color, religion, gender, marital status, sexual orientation, national origin, age, disability, or veteran status, and gender identity. For accommodation in the application process, please contact Human Resources