Client Engagement Advocate (CCBHC)

Job Description

Job Description

Description:The Client Engagement Advocate (CEA), reporting to the Client Engagement Advocate Supervisor, performs a vital role in our organization's admissions process. CEAs are responsible for ensuring a smooth transition from initial contact to the beginning of treatment for clients seeking our services. They will engage with clients, collect essential information, collect insurance benefits information, and facilitate the warm hand-off to Benefit Advocate, Medical, Clinicians and Case Managers. CEAs are critical in providing a positive first impression and facilitating the intake process for individuals seeking treatment. Requirements:

DUTIES AND RESPONSIBILITIES:

Client Engagement and Data Collection:

• Receive incoming calls and walk-in clients
• Provides a warm welcome to clients, ensuring their understanding of the agency and next steps
• Gather comprehensive client information, including demographics, insurance details, COVID vaccination status, drug of choice, level of urgency, motivation for treatment, and preferred treatment type (e.g., detox, residential, outpatient).

Utilize Triage Screener:

• Consistently utilize the triage screener to collect standardized data and ensure accurate service provision.

Verification of Benefits (VOB):

• Perform Verification of Benefits to verify client insurance coverage and benefits eligibility.

Data Management:

• Enter all collected client data directly into the Customer Relationship Management (CRM) system and Electronic Health Records (EHR) promptly.

Warm Hand-Off:

• Conduct warm hand-offs to Admissions Advocates via phone, ensuring all necessary information is relayed accurately.
• Direct clients who present as face-to-face walk-ins directly to Admissions Advocates or Peers, medical or clinicians Client Engagement Advocate Job Description October 2023
• Work with Admissions Managers and CCBHC team to care coordinate when a patient is seeking services not offered by SFRC.

Follow up:

• Responsible for generating quarterly reports on treatment inquiries and demographic information.
• Responsible for conducting follow-up surveys with clients at admission and at various intervals up to 6 months after discharge from services. May contact the client and designated family members when permission has been given.
• Responsible for staying in touch with clients currently enrolled in services at SFRC CCBHC which may include appointment reminders, surveys or simple check-ins.
• Assists discharged clients in the recovery process as necessary, by referring them to the appropriate individuals in the admission team during follow-up calls.
• Communicates in a calm, respectful, and professional manner with all clients.
• Maintains ethical and confidentiality rules and regulations in accordance with SFRC policies and procedures and HIPAA and 42CFR Part 2.
• Participates in gathering data for other purposes including grants, as required.
• Processes client records requests, interfacing with clinical staff for authorization.
• Completes all other related tasks as assigned.
• Assist Clinician with scheduling appointments as needed.

MINIMUM QUALIFICATIONS:

Skills/Knowledge/Abilities:

1. Excellent customer service skills.

2. Detail-oriented and organized.

3. Computer literate, including advanced knowledge of Excel and experience with EHR & CRM systems.

4. Works well with diverse populations.

5. Crisis Deescalation

6. Must attend all Mandatory Staff Meetings and/or workshops as required.

Education and Experience:

1. Associate degree or equivalent experience in detox and rehab facility, social services, or related Human Services field.

2. Familiarity with other community-based organizations.

3. Bi-lingual/bi-cultural (Spanish/English) preferred.

4. Must have and maintain a valid New Mexico driver's license, insurance, and a clean driving record.