Client Services Coordinator

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Job Type

Full-time

Description

Title: Client Services Coordinator

Department: Health Care Coordination

Reports To: Director, Health Care Coordination

Location: 56 Bay Street, Staten Island, NY 10301

Position Status: Full Time

FLSA Status: Non-Exempt

Pay & Benefits: The pay range for this role is generally $52,000-60,000? annually, commensurate with relevant experience and qualifications and in alignment with internal equity. Additionally, we offer an excellent benefits package that includes generous paid time off (4 weeks of vacation plus paid holidays, personal, and sick time), medical, dental, vision, supplemental benefits including employer provided basic life insurance and employee assistance programs, tuition reimbursement and fitness reimbursement after 1 year of employment, a retirement plan that includes employer matching, and more!

Community Health Action of Staten Island (CHASI) drives dramatic improvements in the health of New Yorkers by feeding people who are hungry, healing families broken apart by violence, and bridging the gaps between people and the compassionate health care they deserve. CHASI provides outreach, education, prevention, and direct support services for populations most affected by health disparities - people with low or no income, low-income people with chronic illnesses, people with criminal justice involvement, people who use drugs, domestic violence survivors, people of color, and the LGBTQ community.

POSITION SUMMARY:

The HIV Care Coordination program (CCR) addresses HIV healthcare disparities by facilitating access to care and other services through a client-centered, holistic, and comprehensive approach to meeting the needs of persons living with HIV with team-based care management. The Care program goals include prompt linkage and ongoing retention in HIV care, optimal treatment adherence, viral suppression, and reduced HIV-related mortality. This is achieved through activities such as patient navigation, directly observed therapy, health education, and coordination of care with the medical provider; frequency of support is driven by the intensity of an individual's need. The program is comprised of 4 Navigators, 1 Client Services Coordinator, 1 Data & Quality Specialist with oversight from the Director. The Client Services Coordinator is the team lead, completing the enrollment process including assessment and care planning activities, and orchestrating the services through the navigator team. The Client Services Coordinator supervises the navigator team and is an active participant in the agency's Management Team.

DUTIES AND RESPONSIBILITIES:

• Lead the case finding activities and client recruitment efforts.

• Facilitate the enrollment process through comprehensive assessments and service planning activities, conducted according to program standards and deadlines.

• Daily reconciliations of progress notes and contact lapses in the AWARDS database.

• Works closely with Program Director to ensure that monthly objectives are achieved.

• Works closely with Patient Navigators during one-on-one supervisions, providing necessary feedback as it relates to individual performance.

• Update and develop service plans in alignment with the reassessment process.

• Verify all facets of program eligibility according to program standard.

• Collaborate with the medical team to manage program recruitment, enrollment, and ongoing patient navigation needs.

• Conduct case conferences with the providers and care coordination team.

• Supervise, coach, and guide the Navigators around the needs and progress of their caseload.

• Conduct training for the team.

• Track pertinent health outcome data and provide program performance reports.

• Conduct Quality Assurance documentation reviews and participates in Quality Improvement projects.

• Work collaboratively with Data and Quality Specialist to monitor and track timely submission of programmatic paperwork.

• Manage monthly oversight of MetroCard and incentive distribution and reconciliation.

• Perform all functions in alignment with CHASI's Mission, Vision, and Core Values.

• Other duties as assigned.

Requirements

QUALIFICATIONS:

• At least three years of direct service experience in HIV care management.

• At least one year of experience supervising two or more employees required; 10+ years of experience providing direct services to the target population may be considered in lieu of supervisory experience.

• Bachelor's degree preferred. High school or equivalent required.

• Bilingual (English/Spanish) preferred.

• Experience using Microsoft products such as Outlook, TEAMS, Word, Excel.

• Effective oral and written communication skills, including ability to organize thoughts logically and clearly; ability to manage communications tactfully and professionally with high diligence and accuracy.

• Ability to think strategically, plan effectively, and manage productivity to achieve program goals.

• In-depth knowledge, understanding, and ability to communicate HIV disease progression, treatments, and adherence strategies.

• In-depth knowledge and understanding of care management principles, documentation, referral processes, and follow up.

• Deadline driven and detail-oriented; ability to juggle multiple priorities.

COMPETENCIES:

• Can actively listen to feedback, direction, and act accordingly.

• Composes client documentation, reports, presentations, emails, and other communications that are clear, accurate, and well-organized.

• Understands and conveys information and instructions so that the message accomplishes its intended purpose clearly with colleagues, clients, and external parties.

• Works harmoniously with others to accomplish objectives, gaining cooperation and respect of others in the process. Relates effectively with staff, clients, supervisors, and senior management.

• Shows up professionally each day within the context of expectations of their work environment.

• Works independently following basic training on the specifics of the role.

• Assesses the work of others and provides constructive feedback and assess staff development needs.

• Able to explain expectations and delegate tasks.

• Manages and accepts changes to ensure successful agency growth and changes.

• Evaluates obstacles and contributes alternative solutions; looks for ways to resolve problems with others before going to higher level of authority.

CHASI is an equal opportunity employer and is committed to hiring and supporting a diverse staff. People of color, LGBTQ, women, and people with disabilities strongly encouraged to apply. All qualified applicants will be afforded equal employment opportunities without discrimination because of race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or marital status.