PUBLIC BENEFITS & INSURANCE NAVIGATOR

About Whitman-Walker Health

Whitman-Walker envisions a society where all persons are seen for who they are, treated with dignity and

respect, and afforded equal opportunity to health and wellbeing. Through care, advocacy, research, and

education, we empower all persons to live healthy, love openly, and achieve equality and inclusion. For over

40 years, we have been meeting the needs of our communities with the endless dedication of our diverse

teams.

Job Summary

Whitman-Walker Health (WWH) is seeking one Public Benefits and Insurance Navigator (Navigator).

Navigators help WWH patients and DC, MD, VA residents with health insurance and public benefits eligibility,

enrollment, and literacy - connecting people to Medicaid, Medicare, Qualified Health Plans on the exchange,

subsidies, other insurance opportunities and public benefits. Navigators become trained experts in both

technical content and client counseling and navigation skills. While the navigators will be trained and

supervised by the Legal Services program, they are part of a specialized Insurance Navigation Team that,

since 2007, has worked closely with reception and billing staff as well as medical, behavioral, and dental staff

to ensure health insurance coverage for our patients. Navigators have been on the front lines of

implementation of health reform as certified DC Health Link Assisters and providing critical consumer

outreach and enrollment assistance to uninsured and under-insured DC, MD, VA residents.

Core WWH Primary Essential Duties:

• Performs and behaves in accordance with Whitman-Walker's mission, cultural norms and core values of

dignity, respect, affirmation, and humility.

• Maintains a respectful, non-judgmental, and compassionate manner with patients/clients/staff.
• Demonstrates excellent customer service by identifying and exceeding customer requirements.
• Adheres to Whitman-Walker policies and procedures, with special attention given to HIPAA

requirements.

• Maintains data integrity through conscientious use of relevant tools and employing a system of checks

and balances.

• Demonstrates organizational skills necessary to multi-task, meet deadlines and re-prioritize as needed.
• Participates in organizational quality and performance improvement activities.

Role Specific Primary Essential Duties:

• Navigators assist consumers / patients by providing critical outreach, education, and counseling for

consumers/patients seeking insurance.

• As part of WWH's integrated service model, Navigators serves an important role to help ensure access to

care.

• Navigators will screen for insurance options and assist eligible clients to apply for insurance through the

DC Health Benefit Exchange or other relevant options.

• Navigators will assist with both Qualified Health Plan options as well as public benefit options, including

but not limited to Medicaid, Medicare Savings Programs, the DC Healthcare Alliance, SNAP, TANF,

HIV/AIDS-specific public benefits (including AIDS Drug Assistance Programs and AIDS Insurance Assistance

Programs), and other public benefits across all WWH jurisdictions.

• Navigators will participate in yearly Part D open enrollment working with legal services to support our

client's medication needs.

• Navigators will explain the different options available through the Exchange or public insurance, the

plan's affordability, cost- sharing structure, and the consumer rights available under these options

• Navigators will assist eligible clients in completing relevant applications, securing necessary supporting

documentation, and filing the applications with the appropriate agencies. Documenting and tracking

applications and submissions, advocating for consumers with government offices as necessary, and

operating as front-line screeners for matters that need referrals to WWH attorneys or other health

center Senior Specialists for further support.

• Navigators will manage the tracking of clients' applications in Legal Server and advocate as necessary.
• Navigators must be strong team players and able to cultivate good working relationships both internally

as part of integrated services and externally with staff at the government offices where applications are

filed and for troubleshooting and advocating with those offices.

• Update client information and upload documents into WWH's electronic medical record system and LS,

as needed

• Manage assigned cases in Legal Server in which the Navigator has assisted clients in applying or

advocating to external partners. Monitor the cases until there is a decision.

• The individual hired for this position will join the Insurance Navigation Team and rotate between all

WWH sites.

• Other duties as assigned.

Budget Responsibilities: None

Management Responsibilities: None

Core WWH Knowledge, Skills, and Talents Required:

• Ability to work independently with good judgment and minimal supervision.
• Ability to manage time and effort to meet strategic objectives.
• Knowledge of principles and processes for providing excellent customer service, both internal and

external.

• Knowledge of all applicable WWH policies and procedures.
• Excellent oral and written communication skills.
• Knowledge of healthcare information systems with the ability to adapt to new electronic medical record

and population health platforms.

• Analytical skills necessary for the preparation of accurate, concise, and comprehensive reports.
• Ability to maintain records and information in an accurate, timely and confidential manner.
• Ability to adapt to changes in the service delivery model, re-prioritizing, as necessary.
• Commitment to health equity.

Role Specific- Knowledge, Skills and Talents Required:

• Former certified DC Health Link in-Person Assister or Certified Application Counselor, preferred (Position

will require completion of CAC certification within first 90 days)

• A passion for assisting others and strong interest in access to care required.
• The ability to quickly learn and stay on top of updates to insurance options for commercial and public

benefits programs, specifically eligibility criteria, benefits, application procedures, and how to

troubleshoot problems as they arise.

• The ability to work on multiple tasks simultaneously and triage a high volume of patients and consumers

seeking PBIN assistance.

• The ability to recognize cultural, language, and learning differences and be able to assist individuals in an

affirming and culturally and linguistically appropriate manner.

• The ability to grasp complex facts, procedures, and laws. The ability to work quickly, independently, and

responsibly.

• Must be a collaborative problem solver, effective communicator, and embrace a diverse team

environment

• Strong interpersonal and customer service skills; the ability to work comfortably with clients, volunteers,

and staff of diverse backgrounds; and a high level of comfort with HIV/AIDS and with persons of different

sexual orientations and gender identities.

• Strong computer skills, including knowledge of Microsoft Office tools and the ability to quickly learn new

programs, including electronic medical record and insurance related web programs.

• Strong organizational, record-keeping, writing skills and attention to detail.

Education and Experience Required

• A bachelor's degree or 4 to 5 years or more of relevant experience in (healthcare, social services,

eligibility and enrollment, customer service/reception in similar field).

• Experience working with members of the Lesbian, Gay, Bisexual, Transgender, Gender Expansive, Queer,

Asexual, Intersexed communities preferred.

• Experience working with people living with HIV or issues related to HIV care preferred.

Working Conditions:

Working conditions for this position are normal for an office environment. Individuals may be required to

work evenings and / or weekends and various organization events.

Physical Demands:

• 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. Extended 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.

Whitman-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.