Customer Service Officers

Description

Job Title: Client Services Specialist

Classification: Full-Time/Exempt

Reports to: Director of Client Services

Salary: $18 per hour

Summary: Responsible for supporting the delivery of high-quality, client-centered HIV services through both direct client care and clinical quality management activities. This position ensures that services are delivered in accordance with Ryan White Program standards of care and are continuously improved to enhance client health outcomes, retention in care, and viral suppression.

The Client Services Specialist conducts clinical chart reviews, monitors HAB performance measures, and implements data-driven clinical quality management initiatives. In addition, this role maintains a client caseload to directly support engagement in care and ensure quality practices are grounded in real-time service delivery.

Direct Client Service Responsibilities - 50%

Provides direct case management services to people living with HIV in accordance with Ryan White program standards of care.

Conducts client assessments, service plans, and reassessments to identify barriers to care and supportive service needs.

Assists clients with linkage and retention in HIV medical care and supportive services.

Coordinates care services with medical providers, behavioral health providers, and other community partners to improve client health outcomes.

Assists clients with referrals for medical care, medications, housing, transportation, food assistance, and other support services as appropriate.

Maintains accurate and timely documentation of all client encounters and services in accordance with Ryan White documentation requirements.

Supports clients in navigating the healthcare system and accessing resources needed to maintain engagement in care.

Maintains accurate, timely, and compliant documentation of all client encounters in the electronic medical record (EMR).

Maintains a client caseload as assigned.

Clinical Quality Management (CQM) Responsibilities - 50%

Conducts routine clinical chart reviews to ensure compliance with Ryan White standards of care and to evaluate quality of service delivery.

Monitors HAB performance measures and other clinical quality indicators to assess program effectiveness and client health outcomes.

Ensures clinical documentation reflects accurate, complete, and person-centered care practices.

Identifies trends, gaps, and opportunities for improvement through data analysis and chart review findings.

Supports implementation of the agency's Clinical Quality Management (CQM) Plan.

Collaborate with program staff to strengthen service delivery practices and ensure alignment with clinical standards and HAB measures.

Provides feedback, education, and technical assistance to staff to improve documentation, service quality, and client outcomes.

Participates in Quality Management Committee meetings and contributes to agency-wide clinical quality improvement initiatives.

Utilizes data from clinical chart reviews, client interactions, and performance measures to drive improvements in care and service delivery.

TCT and EMR data entry.

Requirements

Additional Expectations

Demonstrates strong communication and interpersonal skills when working with clients and staff.

Applies critical thinking and problem-solving skills to address barriers to care.

Maintains strong organizational and time-management skills to balance direct service and quality responsibilities.

Promotes a culture of quality, accountability, and continuous improvement across the organization.

Qualifications / Experience

Required Education: Bachelor's degree in Social Work, Psychology, Public Health, or related field; or equivalent experience.

Required Experience: Minimum of two (2) years of case management or healthcare-related experience.

Preferred: Experience with Ryan White programs, HIV care, or quality management activities.

Knowledge of HAB performance measures, clinical quality improvement principles, and standards of care preferred.

Must maintain a valid driver's license and personal automobile insurance.

Time/Physical Requirements

Monday-Friday, 8:00am-5:00pm/40 hours per week.

Some evening and weekend activities may be required

Tasks occur in both office settings and in field; some local and in-state travel may be required (5%)

Able to lift 25lbs and perform normal duties associated with a clinic or office setting

Tasks occur in both office settings and in the field. Travel to all counties served will be required

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