The Client Support Assistant II is responsible for providing “peer support” including social interaction, emotional support, independent living and client orientation and education of health and social service delivery systems ensuring positive medical outcomes and stability. S/he is responsible to engage, inform, support and empower those who are eligible for services and would like to receive services from Care Resource. He/She also is responsible for assisting in the intake process by gathering documentation and by providing administrative support in order to expedite service delivery. He/She also is responsible for appointment scheduling with clients and patients as necessary.
- Welcomes clients into the agency and 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 and applications for financial and medical eligibility.
- Assists clients who test positive for HIV in obtaining appropriate care and treatment services,
- Assist in the development of individual client care plan.
- Helps clients to schedule appointments, documents assistance with referrals and follows up with providers to ensure clients attend appointments.
- Monitors client’s adherence to medication as required.
- 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 (SFAN numbers, proof of income, proof of HIV status, etc.) and verifies insurance status (private, Medicaid status, etc).
- Walks clients through initial appointments for medical 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.
- 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.
- Assists clients to maintain independent households, assuring regular and personal contact for social interaction.
- Conducts home visits to assess barriers to independent living as applicable.
- Communicates with clients one to three days before a foreseen hurricane/natural disaster according to emergency plan procedures.
- Supports appointments scheduling with patients.
- Accurately makes changes and cancels appointments within CASEWATCH, Intergy 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 client and patient’s 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.
- Other duties as assigned.
High school degree required. Two years of related experience is required. Trainings in HIV/AIDS preferred. Bilingual (English-Spanish) is required. Computer knowledge should include Microsoft Word and Excel. Good communication, organizational and team work skills. Ability to work with multicultural and diverse population is required.
SALARY: $10.00 – $14.00
LOCATION: 3510 Biscayne Boulevard, Miami, FL 33137