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 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 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 medical, dental, and behavioral health support department. There are two Client Services Supervisors (CSS). The supervisory position is a working supervisor position that manages the day-to-day operations.

The CSS is responsible for front and back office functions to include training staff, scheduling, assuring appointment reminders are scheduled, registration, entering demographic and registration data in the eClinical Works electronic medical record, collecting and posting payments, performing claim data, insurance verification, customer service, troubleshooting errors, responding to patient requests, explaining health center policies; preparing staff schedules and approving leave requests; and monitoring staff performance and providing feedback. Implements section 1557 of the Affordable Care Act (ACA) concerning the availability of qualified interpreters as outlined in the WWH Language Access Policy. This position is empowered to address and resolve customer concerns or complaints. Services are provided with integrity, friendliness, and in a professional manner.

Primary Essential Duties

• Serve as a role model concerning WWH’s mission, cultural norms, and core values of dignity, respect, affirmation, and humility.
• Supervise and train staff to achieve departmental goals.
• Administer both departmental and WWH-wide policies fairly and consistently.
• Audits patient files to provide feedback to staff based on performance indicators, and compliance with departmental and clinic policy and procedure at least bi-weekly.
• When supervising at MRC ensure clients are assisted with Suboxone prescription requests and using lift.
• Confirm appointments scheduled via the patient portal are correctly scheduled.
• Confirms daily that CSR staff have performed opening and closing duties.
• Assures patients are scheduled for services per procedure, including ordering ASL or other interpreters and initiating referrals.
• Protects the financial integrity of the facility by assuring staff performs claim data, processes payments, collects balances, generates receipts, posts payments, and enters data in the receipt log.
• Performs same-day insurance verifications.
• Addresses and resolves customer concerns and questions.
• Helps patients in distress and/or reports customer disturbances by following procedures to request emergency assistance. Obtains transportation for patients sent to the emergency room as requested by their provider that does not require an ambulance.
• Assures that staff maintains public areas in a clean and presentable manner, and provides coverage when needed.
• Assures each reception desk is staffed at designated times.
• Advocate for employees to obtain the resources they need and remove obstacles to their success whenever possible. Treat employees with dignity, respect, and kindness. Create a positive work environment in which employees can enjoy their work. Solicit input before making decisions that affect employees. Acknowledge excellent performance and behavior utilizing existing reward and recognition programs.
• Maintains staff schedule, and approves timesheets, overtime, breaks, vacations, and leaves of absence. Track employee absences and tardiness and hold employees accountable to WWH attendance policy by providing ongoing feedback and disciplinary action when appropriate.
• Confirms ASL iPad remains charged.
• Process daily receipts.
• Processes mail.
• Other duties as assigned.

Core WWH 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.

Budget Responsibilities

No direct budget responsibilities.

Supervisory Responsibilities

Supervises, schedules, monitor performance, and provides feedback to Client Services staff assigned to 1525 and MRC.

Role-Specific Knowledge, Skills, and Talents Required

• Knowledge of health center front and back-office operations and ability to understand and become knowledgeable of PCMH, Ryan White, and other grant requirements, and FQHC requirements as they relate to patient scheduling, registration, insurance verification, prior authorization, billing, payment collection, and payment posting.
• Ability to adapt to a changing environment and re-prioritize as necessary, adhere to a budget, and utilize

analytical skills for the preparation of accurate, concise, and comprehensive reports.

• Knowledge of principles and processes for providing excellent customer service in telephone, face-to-face interpersonal, and written correspondence - including the ability to assess customer needs, meet quality service standards, evaluate customer satisfaction, coach staff, and effectively de-escalate difficult customer encounters.
• Ability to interact with patients and staff with kindness, in a friendly, sensitive, empathetic manner that respects dignity and diversity, including factors such as HIV status, race, ethnicity, ability, age, sexual orientation, and gender identity.
• Ability to understand and become knowledgeable of programs and services (including knowledge of HIV-related illnesses, current treatment, and adherence/risk reduction/intervention strategies) provided by WWH, WWH policies and procedures, and Federal, state, and local laws relating to the services provided at WWH, and the Collective Bargaining Agreement for supervising employees in Union positions.
• Flexibility to work alternative hours and shifts, as necessary, to ensure adequate coverage.
• Promote and maintain positive inter and intra-department relations and work harmoniously with others.

Whitman Walker Health- 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 preparing 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.
• Commitment to health equity.

Education and Experience Required

• Bachelor’s degree or 3 years of subject matter experience in healthcare equivalent work experience required. A degree in healthcare management or a related field is preferred.
• 2 years experience working in a medical practice with responsibility for verifying insurance and benefits, scheduling patients, collecting, and posting payments, and providing reception desk coverage preferred.
• 2 years of experience leading or managing a team preferred.
• Fluency in medical terminology preferred.
• Computer literacy with proficiency with Microsoft Office products and an electronic medical record software program is required, eClinical Works preferred.
• Experience working with an ethnically, culturally, and racially diverse work staff 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.