Intake Specialist Contractor - ASHwell

Title: Intake Specialist Contractor        

Salary / Salary Range: $20 per hour 

Employment Status: Independent Contractor - 40 hours per week 

Department: Clinical Services 

Office: Clinic (3100 Red River, Austin, TX 78705) 

Target start date: November 11, 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 ASHwell Intake Specialist Contractor has a pivotal role within the clinic, responsible for managing Patient interactions, ensuring accurate and efficient check-in and check-out processes, and maintaining a welcoming and organized front desk environment. This position involves critical tasks such as handling Patient intake, managing appointment schedules, responding to Patient needs, and overseeing the front desk and lobby areas. The Intake Specialist also plays a key role in document management and supporting the overall clinic operations, ensuring that all Patients receive the best possible service and care during their visits. 

Core Responsibilities 

• Patient Intake and Checkout – 25% 

• Reviews Athena schedule daily to prepare for incoming Patients. 

• Review Phreesia daily, and throughout the day, to ensure all alerts are addressed prior to the appointment check-in. 

• Correct 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 Patients and obtains and uploads a copy of insurance card. 

• Ensures Patients have completed all required registration paperwork either physically or electronically before being checked in for their visit. 

• Assists Patients with electronic registration using Phreesia pads or Patient’s individual device. 

• Ensures patient has access to Athena patient portal. 

• Schedules Patient for follow-up visit based on provider instructions or per routine scheduling guidelines if not otherwise specified. 

• Ensures all Patients are checked out of Athena prior to leaving each day. 

• Patient Service and Requests – 25% 

• Maintains primary responsibility for answering all incoming calls to the clinic phone system. 

• Checks voicemails at minimum every workday and within the first 2 hours of scheduled shift. 

• Returns calls to patients who have left a voicemail within the same day the voicemail has been received. 

• Distributes messages to medical assistants, nurses, providers or advocates based on the need of the caller. 

• Forwards voicemails to social wellness and administration as appropriate. 

• Monitors Phreesia online appointment request system daily and responds to requests within 2 business days. 

• Front Desk and Lobby Maintenance – 7.5% 

• Keeps front desk area tidy and secured/locked to prevent HIPAA concerns. 

• Turns on lobby TV and activates official ASHwell music playlist daily at opening.  Turns off at closing. 

• Ensures lobby restroom is stocked with soap, sanitizer, paper towels and toilet paper.  Responds promptly to any Patient concerns of restroom needing attention. 

• Monitors and restocks flyers, business cards and promotional materials in lobby on a daily basis. 

• Reports any maintenance concerns or needs to leadership and/or operations as soon as they are discovered. 

• Incoming Document Management – 7.5% 

• Monitors fax machine and printer in front desk area for incoming documents.  Distributes and secures appropriately. 

• Incoming records are scanned and uploaded into Athena 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 clinic day. 

• Distributes physical mail to clinic leadership or other team members as appropriate. 

• Schedule Management – 25% 

• Makes new appointments for patients as needed. 

• Cancels appointments for patients as needed. 

• Reschedules Patient appointments as needed. 

• Baseline - 10% 

• Attends all necessary meetings related to the scope of your contracted work. 

• Maintains up-to-date calendar and work plan. 

• Utilizes agency-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 Contractor is a friendly and personable person with an optimistic and contagiously helpful attitude.  They would not be easily flustered by the typical hustle and bustle of a busy clinic 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 in the clinic 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, sex positive culture, and HIV de-stigmatization and/or willingness to learn. 

• Aligned with ASHwell’s values. 

• Values that align with ASHwell’s mission and culture 

• Baseline understanding of language around gender and race and willingness to learn 

• Strong multi-tasking skills 

• Basic computer skills 

Preferred Qualifications:  

• Experience with AthenaHealth EHR 

• Proficiency in Microsoft Office Suite (Teams, Word, Excel, OneDrive, PowerPoint) 

• 1+ years' experience in a clinic or other medical office setting 

• Experience with Phreesia 

• Experience in a sexual health setting 

• Bilingual in English and Spanish 

EOE STATEMENT