About Whitman-Walker Health
At Whitman-Walker, we strive to treat each patient with the dignity, affirmation, and respect they deserve. Our mission is to be the highest quality, culturally competent federally qualified health center serving the greater Washington community, including individuals who face barriers to accessing care, and with expertise in LBGTQ and HIV care. We offer comprehensive health and wellness services including primary and specialty infectious disease care; behavioral, community and sexual health; dental, legal and complimentary wellness services; substance abuse treatment, youth prevention services and more.
This position serves as Administrative Support for the PrEP Clinic and the PrEP program at WWH. The PPA meets the needs of all PrEP customers and has an integral role in ensuring that WWH maintains the highest level of customer satisfaction through the coordination and provision of services for clients. The PPA will also be responsible for making and tracking follow-up phone calls to PrEP patients regarding upcoming appointment reminders and check-in calls relating to problems with prescription refills or patient assistance programs. The PPA will play a role in assuring patients are being maintained in treatment, care, and services. Further responsibilities will include other administrative support functions.
Primary Essential Duties
Greets patients upon arrival and departure, demonstrating impeccable customer service skills, showing respect for diversity and an embrace of WWH’s core values.
Obtains insurance, demographic, and financial information from PrEP patients before admission and accurately enters/updates the information in all registration systems.
Advises clients on how to access WWH services and shares policies, procedures, approximate cost of services, and accepted forms of payment.
Schedules PrEP appointments.
Responds to calls to the PrEP appointment line in a timely manner.
Responds to emails to the PrEP Clinic email address in a timely manner.
Answers incoming emails from potential patients regarding PrEP.
Conducts follow-up PrEP appointment reminders via text for clients when needed.
Reports any problems with insurance coverage, prescriptions or adherence to the PrEP Navigator, PrEP Specialist or anyone who should be informed.
Conducts HIV testing for clients in the health center.
Picks up PrEP Clinic clients’ prescriptions from our pharmacy and hands them to the PrEP Specialist to give to clients at the time of their visit.
Serves as a patient care concierge for the PrEP Clinic clients.
Maintains records of the prescriptions delivered.
Documents all work activities according to established standards, collecting data for production in weekly, monthly, and annual reports, and assists with the creation of those reports, as necessary.
Assists with maintenance of testing kits and other physical inventory.
Provides generalized information about WWH services to include medical, behavioral health, dental, aesthetics, occupational therapy, CTRS, PEP and Rapid services, appointment reminders, closings, patient portal, no show policy, financial obligations, public benefits/insurance navigation, and other services as appropriate available to both new registrants and existing patients.
Protects patients’ rights by maintaining confidentiality of personal and financial information.
Conducts outreach in accordance with the HIV prevention program outreach plan, including promotion of PrEP, rapid HIV/STI testing services, referrals to Whitman-Walker programs, and enrollment of new clients in WWH, when needed.
Educates the health clinic staff about PrEP Clinic services.
Responsibilities will include other duties as assigned.
Budget Responsibilities - No direct budget responsibility.
Management Responsibilities - No direct budget responsibility.
Knowledge, Skills, and Talents Required
Knowledge of ambulatory healthcare, HIV/STDs, substance abuse, and PEP/PrEP.
Ability to multi-task.
Self-motivation, flexibility, and the ability to provide support in a fast-paced clinic environment and work independently.
Ability to communicate in an effective, courteous, warm, welcoming, and professional manner with patients, visitors and staff members.
Developed organizational skills, including the ability to juggle several tasks at once and the capability to consistently reprioritize work as necessary to meet deadlines.
Excellent face-to-face interpersonal skills, including the ability to effectively de-escalate difficult customer encounters, explain policy and procedure, and problem solve.
Sensitivity to all areas of diversity, including HIV status, race, ethnicity, age, sexual orientation, and gender identity.
Flexibility to work various shifts, including afternoons, evenings, and weekend shifts as necessary.
Knowledge of standard medical office/clinic procedures.
Ability to effectively use computer software and technology as required by WWH, including Microsoft Word, Excel, Outlook, and eCW.
Education and Experience Required
2 years of direct experience or Bachelor's Degree in psychology, social work, public health, or related field.
Experience in a medical center and/or non-profit environment preferred.
Experience working with an ethnically, culturally, and racially diverse staff preferred; ability to work harmoniously with diverse groups of individuals required.
Customer service experience and training preferred.
Excellent interpersonal, organizational, communication and analytical skills.
Fluency in Medical Terminology preferred.
Working conditions for this position are normal for an office environment. Individual may be required to work evenings and/or weekends and be available to staff events outside of the office environment.
Lifting: No more than 20 lbs. and infrequently.
Movement: Standing and sitting for long periods.
Visual: Long periods on 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.
The above job description is designed to indicate a general sense of the duties and expectations of this position. It is not to be interpreted as a comprehensive inventory of all duties and responsibilities required. As the nature of our business demands change, so too, may the duties and responsibilities of this position. You may be required to perform other duties as requested, directed, or assigned.