Client Relations & Enrollment Specialist

Job Description

Job Description

Description:

Under the supervision of the Clinical Director and Deputy Director, the Client Relations & Enrollment Specialist serves as the primary point of contact for prospective, new, and returning Christie’s Place clients. This position coordinates Ryan White Part A eligibility screening, enrollment and re-enrollment while providing compassionate, trauma-informed client engagement, resource navigation, and brief transitional non-medical case management. The Specialist serves as a critical liaison between Peer Navigation, Medical Case Management, and Non-Medical Case Management, helping ensure clients successfully access services, remain engaged in care, and experience seamless transitions throughout the continuum of care. This role is instrumental in reducing barriers to care, strengthening community partnerships, and promoting equitable access to comprehensive support services for women, children, families, and individuals living with HIV.

Requirements:

Primary Responsibilities

Enrollment & Client Services

• Conduct Ryan White Part A eligibility screening, enrollment, re-enrollment, and recertification activities.
• Collect, verify, and maintain eligibility documentation and accurate electronic client records.
• Conduct initial needs assessments and connect clients to appropriate internal and external resources.
• Provide brief, transitional non-medical case management and maintain a limited short-term caseload while clients await assignment to ongoing services.
• Monitor pending enrollments, obtain missing documentation, and support client retention throughout the enrollment process.
• Complete ADAP enrollments and recertifications, or demonstrate a willingness to complete ADAP training to become proficient in the enrollment process

Client Engagement & Peer Navigation

• Serve as the first point of contact for prospective, new, and returning clients, creating a welcoming, affirming, and trauma-informed experience.
• Build trusting relationships through compassionate engagement, active listening, strengths-based support, and culturally responsive communication.
• Empower clients to navigate health care and social service systems while reducing barriers to accessing care and supportive services.
• Conduct outreach and follow-up with clients who have missed appointments, incomplete enrollment requirements, or are at risk of disengaging from care.

Care Coordination & Team Collaboration

• Serve as a liaison between Peer Navigation, Medical Case Management, and Non-Medical Case Management to facilitate seamless transitions across the continuum of care.
• Coordinate warm handoffs by communicating client strengths, needs, barriers, and immediate priorities to receiving staff.
• Collaborate with interdisciplinary team members to ensure timely access to medical care, behavioral health services, housing, transportation, food assistance, insurance, and other supportive resources.
• Participate in multidisciplinary case conferences, care coordination meetings, and quality improvement initiatives.
• Monitor client progress during the transition to ongoing services and proactively address barriers that may impact engagement or continuity of care.

Community Outreach & Partnership Development

• Represent Christie’s Place at community events, health fairs, coalition meetings, and outreach activities to increase awareness of agency programs and services.
• Develop and maintain collaborative relationships with Ryan White providers, healthcare organizations, community-based organizations, and referral partners.
• Support outreach initiatives focused on engaging individuals who are newly diagnosed, out of care, or experiencing barriers to accessing HIV services.

Documentation & Compliance

• Maintain timely, accurate, and complete documentation in agency electronic health record systems and other required databases.
• Ensure enrollment, eligibility, case documentation, and service records comply with Ryan White Part A requirements, HRSA standards, agency policies, and confidentiality regulations.
• Adhere to Ryan White service standards, documentation requirements, quality assurance expectations, and contractual obligations.
• Maintain accurate records of client contacts, referrals, follow-up activities, and service outcomes.

Professional Responsibilities

• Participate in required supervision, staff meetings, trainings, and professional development opportunities.
• Maintain current knowledge of Ryan White legislation, HIV care systems, community resources, and evidence-based practices related to trauma-informed, person-centered care.
• Support agency-wide initiatives and perform other duties as assigned.

Required Qualifications

• Bachelor's degree in social work, public health, human services, or a related field, or an equivalent combination of education, professional experience, and relevant certifications.
• Experience providing client services, care coordination, case management, community outreach, or eligibility services.
• Strong interpersonal, organizational, communication, and problem-solving skills.
• Ability to work effectively with individuals from diverse cultural, socioeconomic, and lived experience backgrounds.
• Proficiency using electronic health records, Microsoft Office Suite, and other data management systems.
• Valid California driver's license and reliable transportation.

Preferred Qualifications

• Experience working with people living with HIV and/or individuals impacted by chronic illness, behavioral health conditions, substance use, housing instability, or other social and structural barriers to care.
• Demonstrated experience serving historically marginalized and underserved communities using culturally responsive, strengths-based, and trauma-informed approaches.
• Lived experience, or meaningful professional experience, navigating systems of care or supporting communities disproportionately impacted by HIV is highly valued and welcomed.
• Knowledge of Ryan White Part A services, HIV care continuum, and HIV service standards.
• Experience with motivational interviewing, harm reduction, trauma-informed care, and client-centered engagement.
• Familiarity with San Diego County HIV resources and community-based organizations.
• Bilingual English/Spanish strongly preferred.