Client Advocate - Smith River - Closes: 03.13.2024

SUMMARY:

The Client Advocate serves as the primary representative and point of contact for clients seeking services at United Indian Health Services, Inc. (UIHS). Through their role they will guide and connect clients to services and resources that meet the client’s unique needs. Within this position the Client Advocate will work independently and within a team to build client relationships and advocacy, customer satisfaction and client retention. Client Advocates will provide prompt and courteous services that will aid UIHS clients in accessing services and resources that allow them to achieve wellness. Within this position, the planning and implementation of all work is guided by the cultural, traditional values and practices of American Indians and Alaska Natives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Level I:

• Completes intake processes with clients, including assessments and appropriate forms.
• Works in a manner that is organized, efficient and detail orientated.
• Upholds the highest ethical standards and respect for confidentiality.
• Familiar with UIHS services and programs and how to connect their clients to them.
• Works with at least five (5) clients per week, with a minimum of 20 clients per month.
• Travels to see clients at various UIHS sites, healthcare sites, and their homes as needed.
• Develops, facilitates, and coordinates client care meetings, staffing, case conferences and other meetings as appropriate.
• Maintains client electronic health records in a complete and timely manner, including assessments, treatment plans, progress notes, goals, and other reports and/or statistical data as required by the law, department, and agency.
• Meets with client, client’s family and/or supports, and/or service providers to review and monitor progress towards wellness goals.
• Utilizes strategies and interventions pertinent to individual clients, including, but not limited to, culturally relevant practices, traditions, and preferences.
• Provides clients and/or client’s family/supports to coordinate care, and/or referrals for provider care which may include behavioral healthcare, medical care, community resources, and educational, social, judicial, and other tribal/state/federal agency care.
• Assist clients with Medi-Cal, Medicare, and Partnership applications.
• Coordinates services with the Purchased Referred Care (PRC) Program.
• Participates in community events to promote and educate the community on how to utilize Client Advocates to support their health and wellbeing.
• Tracks their daily work tasks in a monthly report and submits to direct supervisor monthly.
• Performs other training and job-related activities as requested by their supervisor.
• Attends UIHS staff meetings, tribal meetings, community meetings, UIHS board meetings and subcommittee meetings as directed by the Department Manager, Division Director and/or UIHS Chief Executive Officer.
• Must attain Food Handler’s Certificate within one (1) month and maintain.
• Must be willing to learn more about the American Indian culture and attend at least one (1) Cultural Presentation/Training per year.
• Must be willing to work with American Indian/Alaska Native people and be sensitive to their culture.
• Performs all duties in accordance with UIHS Mission, Vision, and Guiding Principles.
• Maintains a professional, organized, clean working environment by following organizational policies, guidelines, and safety standards.
• Adhere to UIHS Communication Norms and Guiding Principles, accreditation, and compliance standards/guidelines.

Level II-Able to act independently in completing the above duties and:

• Assists in the training of new Client Advocates.
• Provides outreach and follow up on crisis contacts and missed appointments.
• Responsible for preparation of required reports/documentation as needed for agency and funding agencies.
• Prepares and disseminates educational and informational materials, both printed and multimedia.
• In collaboration with the Electronic Health Record Department, designs, maintains and tracks data system management reports.
• Networks with other resources, including the California Rural Indian Health Board, Tribal Governments, Indian Health Services, and other Indian and non-Indian organizations, to assist UIHS in meeting their goals.
• Develops and facilitates community trainings, to educate community members on the role of Client Advocates and how to utilize services.
• Assists in development of policy and procedures, standard operating procedures (SOPs) and quality improvement activities within the clinic as directed within their scope of work.
• Undertakes special projects as assigned by the Tribal Public Health Manager and the Tribal Public Health Director.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE: Educational degrees must be from a US Department of Education accredited school

Level I:

• AA degree with two (2) years of demonstrated care coordination OR a bachelor’s degree in an unrelated field OR four (4) years of related experience or a combination.

Level II:

• AA degree in a related field with three (3) years of demonstrated care coordination OR a bachelor’s degree in a related field OR five (5) years of related experience or a combination.

COMPUTER OPERATIONS:

• Proficient personal computer skills including email, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Ability to work with Electronic Health Records is required.

LANGUAGE SKILLS:

• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to write speeches and articles for publication that conforms to prescribed style and format.
• Ability to effectively present information to top management, public groups, and/or boards of directors.

INTERPERSONAL SKILLS:

• Ability to express empathy and compassion for others.
• Exceptional relationship building skills targeted at ensuring teamwork and client satisfaction.
• Active listening skills that enable effective negotiation and mediation.
• Responsible attitude which ensures completion of projects in a time efficient manner.
• Ability to negotiate in a positive manner and handle problem resolution activities proactively.

MATHEMATICAL SKILLS:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:

• Ability to define problems, collects data, establishes facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Shall possess a valid driver’s license.
• Must be eligible for the agency’s vehicle insurance and provide proof of private vehicle coverage.
• Must have or be able to obtain Basic Life Support (BLS) certification within six (6) months of hire and maintain such.