CLIENT SUPPORT ASSISTANT II

Care Resource Community Health Centers, Inc.•Miami, FL

7d•Onsite

About The Position

The Client Support Assistant II is responsible for welcoming clients, providing orientation and education about agency services, including HIV/AIDS and Medication-Assisted Treatment (MAT) programs. This role assists clients with initial intake, paperwork, and applications for financial and medical eligibility. The assistant helps clients who test positive for HIV or are interested in the MAT program to obtain appropriate care and treatment services. They also assist with appointment scheduling, referral documentation, and follow-up with providers to ensure clients attend appointments. Additionally, the role monitors client adherence to program requirements, provides educational support on medication protocols, and ensures the functionality of the referral network. The assistant handles requests for client information from third parties, verifies insurance status, and guides clients through initial appointments and other entitlements. They also conduct client satisfaction surveys, manage client advisory committees, and maintain record-keeping requirements. Communication with clients regarding appointments and emergency procedures is crucial. The role involves supporting appointment scheduling within agency systems, maintaining contact lists, tracking staff absences, and promptly attending to client phone calls. The assistant resolves scheduling issues with supervisors and reports on client concerns, complaints, and compliments, transferring complaints to the appropriate supervisor. Participation in staff training, agency developmental activities, and assisting management with grant and intervention record-keeping are also key responsibilities. The role emphasizes a Culture of Service, focusing on Compassion, Competency, Commitment, and Safety.

Requirements

Frequent sitting, bending, standing, walking, talking in person, and talking on the phone.
Occasional driving, stretching/reaching, and lifting up to 50 lbs.
Work usually performed in an office setting.
Frequent and important responsibility for internal and external contacts.

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.
Provide initial Medication-Assisted Treatment (MAT) orientation and education to clients.
Provide initial information regarding applicable County 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 interested in enrolling in the MAT program to obtain appropriate care and treatment services.
Help clients schedule appointments, document assistance with referrals, and follow up with providers to ensure clients attend appointments.
Monitor client 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 appointment 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 inform of staff absences daily including staff covering the absent person’s work.
Attend to clients’ 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’s 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.
Perform other duties as assigned.
Greet internal or external customers with courtesy, making eye contact, responding with a proper tone and nonverbal language.
Listen to internal or external customers attentively, reassuring and understanding of the request and providing appropriate options or resolutions.
Provide services required by following established protocols and when needed, procuring additional help to answer questions to ensure appropriate services are delivered.
Take initiative and anticipate internal or external customer needs by engaging them in the process and following up as needed.
Prioritize internal or external customer requests to ensure prompt and effective response.
Ensure proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understand and appropriately act upon the assigned role in Emergency Code System.
Understand and perform assigned roles in the organization’s Continuity of Operations Plan (COOP).