Temporary Client Advocate - DMC Outpatient

Prototypes Women's Center is a seven acre campus offering residential and outpatient substance abuse treatment, outpatient mental health treatment, and housing. Our residential facility for women and women with children is seeking a case manager. We provide comprehensive substance use disorder, mental health, and psychiatric care by an interdisciplinary team of professionals. Treatment episode ranges in time from 60 days to 6 months. Prototypes is a fast paced environment. 

Assist the agency with day-to-day functions, which includes a rotation of front desk intake/registration, welcoming client, scheduling, assist client in enrolling in health insurance coverage, training of interns & volunteers, and work as a call receptionist for our administrative & clinic/behavioral departments.  

Intake Responsibilities: Actively engages in coordinating client flow. Schedules
appointments and directs calls throughout the agency. Assists with enrolling clients
into health insurance coverage. Makes follow-up calls for providers; calls to confirm “next
day’s appointments”. Greets and provides customer service to guests, clients, and
vendors. Communicates clearly on the phone and accurately takes and delivers messages.
Works at other locations when needed. You will work closely with members of other teams,
coordinating the dynamic schedule to best suit client needs and maintain efficient client centered care
flow, including scheduling interpretation services, etc.

Client advocates act as the first line of problem-solving within the team, actively engaging in assessing how to increase departmental efficiency and satisfaction. They are expected to provide all client care in a sensitive and non-judgmental manner, to maintain a high degree of professional competence and the highest possible ethical standards, and to function as part of a care-giving team.

Documentation Responsibilities: Performs general administrative tasks; filing, organizing,
data entry, scanning, and billing (e.g. co-pay, SOC, etc.), Pulling and disseminating reports,. Assists in maintaining computerized appointment system (Welligent) or other assigned system. Processes client data entry for company various electronic systems in accordance with guidelines established by HealthRIGHT 360 to satisfy internal and external evaluating requirements. Completing Financial Forms, Consent Forms, etc. 

Administrative Responsibilities: Faxing and organizing incoming faxes. Population Management for providers and clinical teams. Manages receipt and routing of agency mail (incoming and
outgoing). Processing requests for Medical Records. Assists and directs callers and visitors to appropriate employees and departments.

Ability to operate a single or multiple position telephone switchboard. Is able to work in a team-oriented environment. Orientation, training and supervision of volunteers on certain front desk responsibilities may be assigned. And, other duties as assigned.

Education/Experience:

• High School Diploma or GED equivalent.
• Bachelor’s degree preferred.
• CPR certification preferred.
• Experience working with homeless, mentally ill, and substance using clients.
• Experience working with populations with varying lifestyles, ages, sexual orientations, ethnic and cultural backgrounds, gender variances, and economic status.
• Experience working with lesbian, bisexual and transgender clients.
• Prior experience in front desk, reception, administrative and/or customer service.

Personal Characteristics, Skills and Abilities:

• Exhibits a professional demeanor, and can discreetly handle sensitive and confidential information and ability to work under pressure.
• Strong organizational, interpersonal, listening, speaking and written communication skills.
• Ability to assist callers and visitors in an approachable and welcoming manner.
• Ability to work effectively with all levels and types of employees, management, clients and guests.
• Ability to work cooperatively and effectively as part of a team.
• Ability to multi-task and work well independently and under pressure in a fast paced environment; detail-oriented.
• Ability to manage and de-escalate crisis situations.
• Strong proficiency with Microsoft Office applications(Excel, Outlook and Word), specifically Word Outlook and internet applications.
• Working knowledge of computerized scheduling and billing systems.
• Knowledge of HIPAA regulations.
• Commitment to working with diverse communities, including communities of color, homelessness, and users of illegal substances, HIV/AIDS clients and persons with mental health concerns, and LGBTQ.
• Commitment to the mission of HealthRIGHT360.

Desired Qualifications:

• 2 years experience working in a medical front office or behavioral health front office.
• Familiarity with other community agencies to make appropriate referrals.
• Welligent and Covered California experience (CAA Certified).
• Understanding of harm reduction philosophy and ability to provide non-judgmental, client centered services.
• Bilingual language capacity (Spanish/English).

Tag: IND50.