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SalaryTitle: Intake Specialist
Employment Status: Full-time
Department: Clinical Services
Supervisor: Assistant Director of Clinical Services
Office: Clinic & HQ (3100 Red River & 3208 Red River Austin, TX 78705)
Full time, exempt
Target start date: June 24, 2024
About the Organization:
ASHwell is a sexual health and wellness center established in Austin, TX. in the late 1980s. We are passionately committed to diversity, equity, and belonging. We strive to provide a safe discrimination-free space for all and predominantly serve LGBTQIA+ and BIPOC communities. Our approach to sexual health and wellness is rooted in being proudly sex and kink positive, pro-sex worker, pro-harm reduction and anti-stigma. We are a growing organization looking for values-aligned, pro-sexual health and wellness people to join our team!
Position Overview:
The Intake Specialist will be responsible for facilitating patient-client screening and intake, checkout processes, and ensuring a seamless experience for all patient-clients at both our clinic and social wellness sites. The duties will involve promptly responding to patient-client inquiries and requests for services, leading patient-clients through the screening and intake processes, assessing and appropriately connecting patient-clients to the next appropriate stage and staff member, maintaining the cleanliness and organization of the front desks and lobby areas, managing incoming documents efficiently, and overseeing schedule management to enhance operations related to patients and clients. By efficiently managing these key areas, this role will contribute to the smooth functioning of the agency and provide essential support to both staff and patient-clients.
Core Responsibilities
Patient-Client Interaction & Screening – 20%
Greets and communicates with patient-clients or individuals seeking services.
Establishes a welcoming and supportive environment to encourage open communication.
Answers all incoming calls to the agency phone system and forwards calls as appropriate.
Answers inquiries and provides information about the organization's services.
Collects relevant information from patient-clients to determine their needs and fit for services.
Directs and instructs patient-client on how to complete intake forms, offering any assistance required to ensure accuracy and completeness.
Verifies and updates patient-client records as needed.
Monitors Phreesia online appointment request system daily and responds to requests as soon as possible but no later than 2 business days.
Checks voicemails at minimum every workday and within the first 2 hours of scheduled shift.
Returns calls to patient-clients who have left a voicemail within the same day the voicemail has been received.
Distributes voicemail messages to medical assistants, nurses, providers, advocates, and administrative staff based on the need of the caller.
Patient-Client Intake, Check-in, And Checkout - 30%
Reviews EMR (Athena) schedule daily to prepare for incoming patient-clients.
Reviews Phreesia (intake tool) daily, and throughout the day, to ensure all alerts are addressed prior to the appointment check-in.
Corrects any mismatched or missing information between Athena and Phreesia to ensure Athena registration is fully accurate.
Verifies insurance information has been entered into Quickview in Athena for all patient-clients and obtains and uploads a copy of insurance card.
Ensures patient-clients have completed all required registration paperwork either physically or electronically before being checked in for their visit.
Assists patient-clients with electronic registration using Phreesia pads or patient-client’s individual device.
Ensures patient-clients have access to Athena patient portal.
Imports patient-clients' intake and information into agency database.
Schedules patient-client for follow-up visit based on provider instructions or per routine scheduling guidelines if not otherwise specified.
Ensures all patient-clients are checked out of Athena prior to leaving each day.
Environmental Management of Front Desk and Lobby Areas - 10%
Keeps front desk area tidy and secured/locked in accordance with HIPAA requirements.
Turns on lobby TV and activates official ASHwell music playlist daily at opening. Turns off at closing.
Ensures clinic restroom is stocked with soap, sanitizer, paper towels and toilet paper.
Responds promptly to any patient-client concerns of restroom needing attention.
Monitors and restocks flyers, business cards, and promotional materials in clinic lobby on a daily basis.
Reports any maintenance concerns or needs to Operations as soon as they are discovered.
Incoming Document Management - 20%
Monitors fax machine and printer in front desk area for incoming documents. Distributes and secures appropriately.
Incoming records are scanned and uploaded into Athena or agency database and left in review for the appropriate staff member.
Physical documents are either delivered to the appropriate party or placed in the shred bin at the end of each day.
Distributes physical mail to Agency leadership or other team members as appropriate.
Schedule Management- 10%
Makes new appointments for patient-clients as needed.
Cancels appointments for patient-clients as needed.
Reschedules patient-client appointments as needed.
Baseline - 10%
Participates in all required staff meetings and retreats.
Maintains up-to-date calendar and work plan.
Utilizes org - wide systems and protocols for all agency business.
Offers at least 24 hours' notice for internal meeting cancellations/rescheduling.
Maintains chain of command for internal communications.
About You
The ASHwell Intake Specialist is a detail-oriented initiative taker who thrives in a culturally sex positive and kink loving space. They are excited to be part of the movement to End the HIV Epidemic. They are friendly and personable with an optimistic and contagiously helpful attitude. They would not be easily flustered by the typical hustle and bustle of a busy agency with ringing phones, emails and Teams messages. They would be a champion of the ASHwell brand and someone who truly believes that the work we do at the agency is vital to the health of the Austin community. They can connect their role and its responsibilities to the bigger picture of ASHwell’s mission.
Required Qualifications:
Lives in Austin, TX or within the greater Austin Metro Area or willing to relocate
Baseline understanding of gender pronouns, pro sex culture and HIV de-stigmatization and/or willingness to learn
Aligned with ASHwell’s values
Baseline understanding of language around gender and race and willingness to learn
Strong multi-tasking skills
Basic computer skills
Bilingual in English and Spanish
Ability to coordinate a project under supervision.
Problem solves with support.
Preferred Qualifications:
Experience with Athena Health EHR
Proficiency in Microsoft Office Suite (Teams, Word, Excel, OneDrive, PowerPoint)
1+ years' experience in a clinic or other office setting
Experience with Phreesia
Experience in a sexual health setting
Our Hiring Process
The start date for this position is June 24, 2024. Applications are due no later than midnight CT on April 5, 2024. We are committed to offering the support, time and resources necessary to on-board and orient to the role.
TIMELINE
Applications Due April 5, 2024
Invitations to interview: April 26, 2024
Round 1 Interviews: week of April 29-May 10
Round 2 interviews: May 13-24
Final interviews: May 28-31
Goal date for offers: June 3-7
Position start date June 24, 2024
ASHwell uses a cohort onboarding model. The start date is a group orientation day for hires across the organization.
EOE STATEMENT
As an Affirmative Action and Equal Opportunity Employer, ASHWell is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ2SAI communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodation to access job openings or to apply for a job is available.
