{"id":1393741,"url":"https://alion.io/job/whitman-walker-call-center-representative-bilingual","title":"CALL CENTER REPRESENTATIVE BILINGUAL","company":{"id":1828334,"name":"Whitman-Walker","domain":"whitman-walker.org","url":"https://alion.io/company/whitman-walker","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":78,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":72,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":59000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1280},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-23T14:56:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-29T14:32:36Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"Job Summary\nThe 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.\nRole Specific Primary Essential Duties:\nRegister patients.\nSends patient forms using email and DocuSign, attaches received forms, and updates the electronic medical record system \nSchedule and reschedule patients’ various types of appointments in the electronic medical record system.\nUtilizes dental software when scheduling dental appointments\nUpload documents to patient charts. Labels all uploaded documents in the electronic medical records system.\nMust have knowledge of call center tasks, as during times of low call volume, will be responsible for handling other types of calls.\nInforms patients of items required for their appointment.\nConfirms patient demographic information and insurance when scheduling an appointment. Updates information in electronic medical records\nVerify medical insurance commercial coverage and update electronic medical records. Sends TE to verify medical commercial insurance coverage not obtainable via the website.\nCommunicate with other departments to verify non-medical commercial insurance coverage.\nUpdate public coverage in electronic medical records in accordance with the Insurance Eligibility function.\nSends TE to verify public coverage when needed.\nPerforms claim data for all appointments scheduled by the call center representative.\nProvides information about Whitman-Walker services and services available in the community.\nAssists patients and non-patients who contact the call center via phone, text, email, or written communication.\nAnswer all incoming calls in the Call Center queues.\nInforms the patient of balance and mechanisms to make payment. Collects payment for co-pays and balances, and posts payments.\nInforms patients of No-Show policy in a compassionate manner. Offers solutions to include advocating with the provider and rescheduling.\nFacilitates providing patient-requested documents and information.\nNotifies patients that the provider is not available for their appointment.\nPerforms claim data when an appointment is scheduled. Verify insurance is active using the IE button in eCW when performing claim data.\nOrders ASL and language interpreters when appointments are scheduled.\nRoutes callers and messages to Whitman-Walker staff or departments.\nProvides patient portal access and directions on activating and using the patient portal, and assists patients in resetting their portal password.\nRole Specific- Knowledge, Skills, and Talents Required:\n Ability to work independently and learn quickly.\n Ability to effectively communicate with staff and patients in an affirming, respectful, and efficient manner.\n Fluency in medical terminology.\n Fluency in HIPAA laws and regulations.\n Knowledge of EPIC and computer software programs used by client services.\n Knowledge of Microsoft Office products.\nEducation and Experience Required\nAn associate degree or 2 years of equivalent work experience required.\nWritten and oral fluency in Spanish or Amharic required\n1-3 years of experience in a health care or call center preferred.\nFluency in medical terminology preferred.\n1 year of experience working with people living with HIV or issues related to HIV care preferred.\nWorking Conditions:\nWorking conditions for this position are normal for an office environment. Individuals may be required to work evenings and/or weekends and at organizational events. Individuals will be required to work from home during inclement weather.\nWhitman-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.","description_format":"text","description_chars":4120,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"Amharic","level":"Advanced (C1)","optional":false},{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance","Insurance coverage"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Nursing Homes & Long-Term Care","Primary Care & Medical Centers"],"lifecycle":[{"event":"open","at":"2026-09-28T12:47:22Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.81,"p_room":0.9,"age_days":35,"expected_fill_days":72,"reasons":["conf:2","win:mid","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/whitman-walker-call-center-representative-bilingual","json_url":"https://alion.io/job/whitman-walker-call-center-representative-bilingual.json","meta":{"generated_at":"2026-10-29T17:22:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25989,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1828334},"rest":"https://alion.io/mcp/rest/get_company?id=1828334"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwhitman-walker-call-center-representative-bilingual"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwhitman-walker-call-center-representative-bilingual"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwhitman-walker-call-center-representative-bilingual"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/whitman-walker-call-center-representative-bilingual\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwhitman-walker-call-center-representative-bilingual"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1393741}},{"tool":"search_jobs","arguments":{"company":"whitman-walker.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1393741},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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