CLIENT SUPPORT ASSISTANT II

Client Support Assistant II

Essential Job Responsibilities

Welcomes clients into the agency and provides orientation/education regarding the agency and its services. Provides initial HIV/AIDS orientation and education to clients including what to expect from the HIV service delivery system. Provides initial Medication-Assisted Treatment (MAT) orientation and education to clients including what to expect from the MAT program. Provides initial information regarding applicable County Service Delivery System and provider options. Assists with initial client intake, paperwork, and applications for financial and medical eligibility. Assists clients who test positive for HIV in obtaining appropriate care and treatment services. Assists clients who are interested in enrolling in the MAT program to obtain appropriate care and treatment services. Helps clients to schedule appointments, documents assistance with referrals, and follows up with providers to ensure clients attend appointments. Monitors client's adherence to program requirements. Provides educational support to clients to enhance their knowledge and understanding of medication protocols, side effects, and adherence to medical treatment. Ensures that service providers in the referral network are active and that formal Memoranda of Understanding and HIPAA Business Associates agreement are executed. Requests information from third parties about clients (proof of income, proof of HIV status, etc.) and verifies insurance status (private, Medicaid status, etc). Walks clients through initial appointments for care and other entitlements. Contacts clients to verify and/or remind them of appointments with other departments or other agencies. Conducts periodical Client Satisfaction Surveys, Quarterly Client Advisory Committees, or Orientation meetings. Maintains record-keeping requirements and assists with chart reviews for Q/A purposes as requested. Communicates with clients one to three days before a foreseen hurricane/natural disaster according to emergency plan procedures. Supports appointment scheduling with patients. Accurately makes changes and cancels appointments within CAREWARE, NextGen, and other Agency scheduling systems. Keeps current lists of all agency employee contact phone numbers including alternate numbers. Receives and tracks e-mails from supervisors that inform of staff absences daily including staff covering the absent person's work. Attends to clients' phone calls promptly who are attempting to access services and provides them with accurate and timely information. Requests updates from departmental supervisors to resolve problems with staff's schedules to ensure accuracy. Reports on various concerns, complaints, and compliments received via phone. Transfers complaints directly to the supervisor responsible for the area of concern. Participates in staff training sessions and other meetings as required by the agency and/or the funding sources. Participates 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.

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, procuring 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.

Safety: Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines. Understands and appropriately acts upon the assigned role in Emergency Code System. Understands and performs assigned roles in the organization's Continuity of Operations Plan (COOP).

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.

Other: Participates in health center developmental activities as requested. Other duties as assigned.

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