What are the responsibilities and job description for the Clinic Coordinator position at Wellpoint Care Network?
At Wellpoint Care Network, our mission is to facilitate equity, learning, healing, and wellness by restoring the connections that help children and families thrive.
Every person deserves the opportunity to reach their fullest potential. It’s part of human nature, and the promise of our country, that everyone be given a fair chance to be and do their best. Yet, many in our community live with unresolved childhood and generational trauma.
That’s where we come in. We believe we can create a world where children and families have a clearer path to their fullest potential. Wellpoint Care Network has championed the restoration of families for nearly 175 years.
Job Purpose:
Our next Clinic Coordinator is a friendly and dedicated professional, committed to ensuring the care and well-being of clients. This role involves managing the front desk of Clinical Services, welcoming and assisting clients, verifying, and updating their demographic information, insurance details, and consents, scheduling appointments, and offering brief client education, all while maintaining strong attention to detail in other duties.
Qualifications:
- High School diploma or equivalent required; Bachelor’s degree preferred.
- A minimum of three (3) years of customer service experience and client satisfaction.
- A minimum of three (3) years of data entry experience with some electronic health record (EHR) system use required.
- Experience working with clients/patients in a healthcare, Behavioral Health, or clinical setting required.
- Experience performing clinic operational tasks such as ordering supplies, organizing workflows, managing incoming communications (phone, mail, fax, etc.).
- Knowledge of Medicaid, Medicare, and Commercial health plans; and must understand and be able to convey to clients their insurance benefits: copay, coinsurance, deductible, Prior Authorizations, etc.
- Ability and comfortability managing individuals in crisis, screening for level of need, utilizing de-escalation and following procedures to notify management team.
- Excellent communication skills both verbal and written. Business writing skills, including good spelling, punctuation, and sentence structure.
- Demonstrated problem-solving, decision making, communication, organizational and time management skills.
- Ability to use and maintain various types of office equipment including phones, computer software/hardware, fax and eFax, scanner and copying machines.
- Proficient in the usage of computer software; demonstrate an understanding of computer file systems and computer software packages, e.g., Adobe Pro DC, Microsoft Office, Excel, Outlook, Teams, OneNote, etc.
- Ability to function independently and in a team while being supportive of the organization’s mission and goals.
- Must be honest, dependable, and able to meet deadlines.
- Physical exam, drug screen, motor vehicle report, and background checks are required for this position.
- Valid Wisconsin Driver’s license required or reliable transportation to be onsite for position.
Duties:
Client Support
•Greets and registers clients, supports completion of all necessary forms, confirms and updates demographic and insurance information.
•Provides support to patients with requests via phone, email, and or portal with payment/billing related questions, scheduling needs, release requests, miscellaneous inquires, etc.
•Handles urgent in-person and phone requests, screening for suicidality, and triaging patient needs appropriately.
•Provides exceptional customer service, responding quickly and appropriately to patient needs and is prepared to manage potentially difficult or sensitive situations by following Crisis and De-escalation procedures.
•Addresses crisis situations utilizing de-escalation, and trauma informed care techniques, and navigating individuals through the appropriate crisis intervention protocol.
•Explains outstanding balances and payment obligations to clients at the time of their service, collects and posts payments.
•Supports patients with telehealth access, Patient Portal issues, and other troubleshooting as needed.
•Offers various assistance to clients to include arranging transportation needs, providing directions, providing bus passes, etc.
Clinic Operation Support
•Conducts schedule prep process for all patients to ensure all paperwork and documentation is complete, active insurance/payment method is on file, and demographics are accurate. Identifies, reports, and resolves problems regarding registration and insurance to appropriate individuals and departments.
•Completes tracking protocols according to procedure for follow up needs (record requests, treatment plan signatures, miscellaneous inquiries etc.).
•Reviews appropriateness for additional screening forms (PHQ9) and provide to clients at time of intake.
•Processes records requests according to policy.
•Ensures data integrity, maintain adequate documentation for grant reporting, and job duty analysis.
•Performs general office duties to ensure office is running smoothly such as scanning documents, sending e-faxes, managing shared office email, ordering supplies, and managing general office upkeep.
•Gathers and distributes mail to clinicians, billing department and other clinical staff.
•Maintains confidentiality and adheres to all HIPPA requirements.
Clinician Support
•Provides general clinician support by assisting clinicians with administrative questions and/or duties such as sending letters, faxes, etc.
•Coordinates with clinicians pertaining to any additional patient questions.
•Supports clinician schedules by auditing for appointment accuracy.
Program Coordination
•Acts as a liaison between Wellpoint Care programs by facilitating completion of paperwork, following up on internal referrals, and being a primary contact point for CFWB and CCS families.
•Supports Clinic Manager and Director with administrative needs.
•Reviews incoming requests for information or support and distributes to appropriate team members.
•Works to improve the operation and process of the Clinic front desk area to increase efficiency and cost effectiveness.
•Exhibits professionalism in all aspects of practice; adheres to Agency’s code of conduct and expectations, policies, and safety standards.
•Seeks to continuously improve skills through in-service training opportunities.
Agency Engagement
•All employees will be evaluated on their demonstration of a consistent commitment to the Agency’s Seven Essential Ingredients, Diversity, Equity and Inclusion, and engagement in the strategic initiatives of the organization. This will be measured by their active participation in committees and workgroups, and by their communication and practice within their daily work and in the community.
•Participates in assigned meetings, events and learning as required.
Position Details & Extras:
- Full time.
- Onsite position
- Fast-paced setting, many interruptions with some projects with quick deadlines.
- Moderate exposure to noise.
- Subject to frequent interruptions with ability to handle multiple tasks simultaneously.
- De-escalation of dysregulated visitors utilizing trauma informed principles
- Involved with personnel, residents, family members, visitors, volunteers, interns, and vendors under all conditions and circumstances.
- Quantitative/mathematical ability (addition, subtraction, multiplication, division, standard measurements).
- Clinic front desk is staffed Monday through Friday from 8:00 am to 7:00 pm. Staff will work overlapping 8 hour shifts to ensure continuous coverage and to meet peak demands.
- Incumbents will occasionally need to be available for overtime and/or provide flexibility during office hours to accommodate special events, peak demand, or staff shortages.
- Public Service Loan Forgiveness (PSLF) - Wellpoint employees may be eligible for loan forgiveness under the Public Service Loan Forgiveness program.
Organizational Information:
At Wellpoint Care Network, we have seen exactly how trauma, poverty, systemic racism, social injustices, and other barriers create instability in all areas of life. The people in our care face education and health disparities, high unemployment rates and unaffordable housing. What’s worse, many have lost connections to resources, family, friends, and other support systems. We have seen the toll it has on a person’s physical, emotional, and financial well-being to try and successfully navigate complex systems that may have failed them in the past.
We believe there is a better way. So, we have anchored ourselves in our 170 years of caring for our neighbors through modernized human services.
Wellpoint Care Network provides a rich continuum of services, including:
• Child Welfare and Foster Care
• Support for youth who have aged out of care
• Care Coordination and Wraparound services
• Mental health therapy and supports such as our Clinic, Family Preservation, Caregiver Support, and Integrated Community Treatment
• Professional education and clinical consultation (for organizations, schools, and individual/family)
Wellpoint Care also works to promote a diverse and caregiving environment to ensure that those we serve and employ are valued, accepted, respected, and treated equitably.
• Equity means we work tirelessly toward fair and just treatment, systems, and policies. At Wellpoint Care Network, we believe that we are accountable – individually and collectively – when inequity or injustice replaces equity and inclusion.
• Inclusivity means that we consciously build groups that welcome and celebrate differences in age, race, ethnicity, class, gender, sexual orientation, religion, gender expression, education, socio-economic background, personal history, geographical location, marital status, parental status, and work experiences.
Interested parties please apply online. We are committed to enhancing diversity, equity and inclusion and strongly encourage minority candidates to apply. For more information, visit our website www.wellpointcare.org.
Equal Opportunity Employer
