CALL CENTER REPRESENTATIVE BILINGUAL

Whitman-Walker Health•Washington, DC

30d

About The Position

The Client Services Call Center is Whitman-Walker Health'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.

Requirements

An associate degree or 2 years of equivalent work experience required.
Written and oral fluency in Spanish or Amharic required
1-3 years of experience in a health care or call center preferred.

Nice To Haves

Fluency in medical terminology preferred.
1 year of experience working with people living with HIV or issues related to HIV care preferred.

Responsibilities

Register patients.
Sends patient forms using email and DocuSign, attaches received forms, and updates the electronic medical record system
Schedule and reschedule patients' various types of appointments in the electronic medical record system.
Utilizes dental software when scheduling dental appointments
Upload documents to patient charts. Labels all uploaded documents in the electronic medical records system.
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 an appointment. Updates information in electronic medical records
Verify medical insurance commercial coverage and update electronic medical records. 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 electronic medical records in accordance with the Insurance Eligibility function.
Sends TE to verify public coverage when needed.
Performs claim data for all appointments scheduled by the call center representative.
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 the Call Center queues.
Informs the 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 the provider and rescheduling.
Facilitates providing patient-requested documents and information.
Notifies patients that the provider is not available for their appointment.
Performs claim data when an 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.