CLIENT SUPPORT ASSISTANT II

Care Resource Community Health Centers, Inc.•Fort Lauderdale, FL

10h

About The Position

The Client Support Assistant provides social interaction, emotional support, client orientation, and education about health and social service delivery systems to help eligible clients achieve positive outcomes and stability. The position engages, informs, supports, and empowers people seeking services from Care Resource. It assists with intake by gathering documentation and providing administrative support to expedite service delivery, and schedules appointments for clients as needed. The role supports clients navigating HIV/AIDS and Medication Assisted Treatment (MAT) services, including orientation, intake, referrals, appointments, and education about medical treatment and medication protocols. It also provides administrative and scheduling support across agency systems and departments, maintains records, coordinates follow-up, and assists with grants and interventions. The position works in an office setting and involves frequent internal and external contact.

Requirements

Two years of related experience.
High school diploma.
Ability to perform the physical activities listed, including frequent sitting, bending, standing, walking, and talking in person and by phone; occasional driving, stretching or reaching, and lifting up to 50 pounds.

Nice To Haves

Experience working with HIV/AIDS clients is preferred.

Responsibilities

Welcome clients and provide orientation and education about the agency and its services.
Provide initial HIV/AIDS orientation and explain what to expect from the HIV service delivery system.
Provide initial Medication Assisted Treatment (MAT) orientation and explain what to expect from the MAT program.
Provide initial information about the applicable County Service Delivery System and provider options.
Assist with 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 interested in enrolling in the MAT program in obtaining appropriate care and treatment services.
Help clients schedule appointments, document referral assistance, and follow up with providers to support appointment attendance.
Monitor client adherence to program requirements.
Provide educational support about medication protocols, side effects, and adherence to medical treatment.
Ensure referral-network service providers are active and that formal Memoranda of Understanding and HIPAA Business Associates agreements are executed.
Request third-party client information, such as proof of income or HIV status, and verify insurance status, including private insurance and Medicaid status.
Accompany or guide clients through initial appointments for care and other entitlements.
Contact clients to verify or remind them of appointments with other departments or agencies.
Conduct periodic Client Satisfaction Surveys, Quarterly Client Advisory Committees, or orientation meetings.
Maintain required records and assist with chart reviews for quality assurance purposes as requested.
Contact clients one to three days before a forecast hurricane or natural disaster according to emergency plan procedures.
Support patient appointment scheduling and accurately make or cancel appointments in CAREWARE, NextGen, and other agency scheduling systems.
Maintain current lists of agency employee contact phone numbers, including alternate numbers.
Receive and track supervisor emails about staff absences, including coverage arrangements.
Respond promptly to client calls about accessing services and provide accurate, timely information.
Request updates from departmental supervisors to resolve staff-schedule problems and ensure schedule accuracy.
Report concerns, complaints, and compliments received by phone, and transfer complaints to the supervisor responsible for the area of concern.
Participate in staff training sessions and other meetings required by the agency or funding sources.
Participate in agency development activities as requested.
Assist the Manager and other supervisors with record keeping, organization, and follow-up for grants and interventions.
Follow CDC hand-washing guidelines and understand and carry out the assigned roles in the Emergency Code System and Agency Continuity of Operations Plan (COOP).
Provide courteous, attentive, and responsive service; follow established protocols, seek additional help when needed, anticipate customer needs, and prioritize requests.
Perform other duties as assigned.