CLIENT SUPPORT ASSISTANT II- Bilingual (English -Spanish/ English-Creole)

The Client Support Assistant provides “peer support” through social interaction, emotional encouragement, and assistance with independent living. They help clients navigate health and social service systems to promote positive medical outcomes and stability. This role involves engaging, informing, supporting, and empowering individuals eligible for Care Resource services. Additionally, the assistant aids in the intake process by collecting necessary documentation and offering administrative support to streamline service delivery. They are also responsible for scheduling appointments for clients and patients as needed.

JOB RESPONSIBILITIES

• Welcomes clients, provides orientation/education regarding the agency and it services.
• Provides initial HIV/AIDS orientation and education to clients including what to expect from the HIV service delivery system.
• Provides initial information regarding applicable County’s Service Delivery System and provider options.
• Assists with initial client intake, paperwork, registration in Nextgen, provide enterprise and applications for financial and medical eligibility.
• Assist clients who test positive for HIV in obtaining appropriate care and treatment services.
• Assist in the development of individual client care plan.
• Help clients schedule appointments, documents assistance with referrals, and follow up with providers to ensure clients attend appointments.
• Monitor client’s adherence to medications as required.
• Provide clients with educational support 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 (SFAN numbers, proof of income, proof of HIV status, etc.) and verifies insurance status (private, Medicaid status, etc).
• Walk clients through the initial appointments for medical care and other entitlements.
• Contact 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.
• Picks up bus passes from Metro Dade Transit and returns unused passes to them.
• Maintains record keeping requirements and assists with chart reviews for Q/A purposes as requested.
• Assist clients with maintaining independent households, assuring regular and personal contact for social interaction.
• Conduct home visits to assess barriers to independent living as applicable.
• Communicate with clients one to three days before a foreseen hurricane/natural disaster according to emergency plan procedures.
• Supports appointment scheduling with patients.
• Accurately make changes and cancel appointments within PROVIDE ENTERPRISE, Nextgen and other Agency scheduling systems.
• Keeps current lists of agency employee contact phone numbers, including alternate numbers.
• Receives and track e-mails from manager that informs of staff absences daily, including staff covering the absent person’s work.
• Attend to client/patient phone calls promptly who are attempting to access services and provides them with accurate and timely information.
• Request updates from departmental manager to resolve problems with staff’s schedules to ensure accuracy.
• Reports on various concerns, complaints and compliments received via phone.
• Transfer complaints directly to the manager 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.
• Other duties as assigned.

Safety

• Ensure proper hand washing according to Centers for Disease Control and Prevention guidelines.
• Documents patient’s medications correctly, makes sure each patient knows which medicines to take when they are at home and encourages each patient to bring their up-to-date requirements for the Housing Case Manager visit.
• Ensures each new client receives screening for their risk of suicide.
• Understands and appropriately acts upon assigned role in Emergency Code System.
• Understands and performs assigned role in Agency Continuity of Operations Plan (COOP).

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, procure 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.

Job Knowledge and Skills:

Bilingual (English -Spanish/ English-Creole) is required. Computer knowledge should include Care Resource phone system, Word, Excel and Outlook. Must become knowledgeable about agency databases (NEXTGEN, PE (Provide Enterprise and HMIS) and their interrelation to appointment scheduling within first 30 days of employment. Excellent customer service, phone etiquette and communication skills are needed to handle multi telephone lines and tasks and work with very high call volumes. Good organizational and teamwork skills are required to prioritize workflow. Must maintain punctuality and perform in a detail oriented and accurate manner at all times. The ability to work with multicultural and diverse population is required.