CLIENT SUPPORT ASSISTANT II - BEH HLTH

Job Details

Description

The Client Support Assistant is responsible for providing support including social interaction, emotional support, client orientation, education of health and social service delivery systems, ensuring positive outcomes and stability. They are responsible for engagement, information, support, and empower those who are eligible for services and would like to receive services from Care Resource. They are responsible for assisting with the intake process by gathering documentation and by providing administrative support in order to expedite service delivery. They will also be responsible for appointment scheduling with clients and for clients as necessary.

Job Responsibilities

• Welcome clients into the agency and provide orientation/education regarding the agency and its services.
• Provide initial HIV/AIDS orientation and education to clients including what to expect from the HIV service delivery system.
• Provide initial Medication Assisted Treatment (MAT) orientation and education to clients including what to expect from the MAT program.
• Provide initial information regarding applicable County’s Service Delivery System and provider options.
• Assist with initial client intake, paperwork and applications for financial and medical eligibility.
• Assist clients who test positive for HIV in obtaining appropriate care and treatment services.
• Assist clients who are interested in enrolling in the MAT program to obtain appropriate care and treatment services.
• Help clients to schedule appointments, document assistance with referrals and follow up with providers to ensure clients attend appointments.
• Monitor client’s adherence to program requirements.
• Provide educational support to clients to enhance their knowledge and understanding of medication protocols, side effects and adherence to medical treatment.
• Ensure that service providers in the referral network are active, and that formal Memoranda of Understanding and HIPAA Business Associates agreements are executed.
• Request information from third parties about clients (proof of income, proof of HIV status, etc.) and verify insurance status (private, Medicaid status, etc.).
• Walk clients through initial appointments for care and other entitlements.
• Contact clients to verify and/or remind them of appointments with other departments or other agencies.
• Conduct periodical Client Satisfaction Surveys, Quarterly Client Advisory Committees or Orientation meetings.
• Maintain record keeping requirements and assist with chart reviews for Q/A purposes as requested.
• Communicate with clients one to three days before a foreseen hurricane/natural disaster according to emergency plan procedures.
• Support appointments scheduling with patients.
• Accurately make changes and cancel appointments within CAREWARE, NextGen and other Agency scheduling systems.
• Keep current lists of all agency employee contact phone numbers including alternate numbers.
• Receive and track e-mails from supervisors that informs of staff absences, including staff covering the absent person’s work.
• Attend to client’s phone calls promptly who are attempting to access services and provide them with accurate and timely information.
• Request updates from departmental supervisors to resolve problems with staff schedules to ensure accuracy.
• Report on various concerns, complaints and compliments received via phone.
• Transfer complaints directly to the supervisor responsible for the area of concern.
• Participate in staff training sessions and other meetings as required by the agency and/or the funding sources.
• Participate in agency developmental activities as requested.
• Assist Manager and other supervisors in the record keeping, organization, follow up of all grants and interventions
• Other duties as assigned.
  
  

Safety

• Ensure proper hand washing according to Centers for Disease Control and Prevention guidelines.
• Understand and appropriately act upon assigned role in Emergency Code System
• Understand and perform assigned role in Agency Continuity of Operations Plan (COOP)
  
  

Culture of Service: 3 C’s

Compassion

• Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
• Listens to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.
  
  

Competency

• Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered
  
  

Commitment

• Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed
• Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided
  
  

Contact Responsibility

The responsibility for internal and external contacts is frequent and important.

Physical Requirements

This work requires the following physical activities: frequent sitting, bending, standing, walking, talking in person and talking on the phone. Occasional driving, stretching/reaching and lifting up to 50 lbs. are required. Work usually is performed in an office setting.