Client Services Manager leading Tier 1/Tier 2 support teams for NetVendor. Responsible for customer service delivery, team performance, and process improvement.
About the role
- Client Services Case Manager responsible for case management and treatment adherence for patients living with HIV/AIDS. Coordinating medical and social services at Harbor Health Centers with a comprehensive benefits package.
Responsibilities
- Provides Intake, Assessment, Individual Service plans and ongoing case management for patients living with HIV/AIDS.
- Practices under DPH, HRSA HAB, and BPHC case management standards of care and periodically evaluates and ensures that standards are met.
- Regularly assesses case management services and identifies areas of growth and improvement.
- Coordinates health and social services for clients.
- Evaluates progress toward service plan goals & objectives and ensures eligibility requirements are met and documented.
- Assures that clients are connected to needed community services as well as financial benefits/entitlements.
- Empowers clients for self-advocacy as appropriate.
- Assists in operation of weekly Tuesday food pantry at Daniel Driscoll Neponset Health Center between 7:30 AM and 3:00 PM a minimum of once per month.
- Additional assistance required as needed with priority availability between the hours of 7:30 AM and 9:30 AM.
- Supports food access programs including coordinating meal delivery and tracking food access support services such as grocery store gift cards.
- Actively participates in assigned continuous quality improvement activities for case management program.
- Conducts off-site client social services and health visits when appropriate.
- Establishes & maintains relationships with outside community agencies providing useful services for clients.
- Contributes to the collection and maintenance of demographic and service utilization data for grant and contract requirements as appropriate including monthly reporting.
- Collaborates with medical and other staff to develop and implement patient care plans via multidisciplinary case conferences and individual provider meetings.
- Timely and accurately records necessary and pertinent data in client’s medical record following HHSI policies and procedures.
- Engages patient to help manage appointments and referrals and maintains monthly outreach to patients for engagement.
- Attends monthly department meetings, mandatory and non-mandatory trainings, and conferences.
- Assists clients in accessing core and supportive services of medical transportation, mental health referrals, oral health care and nutrition.
- Participates in annual Part A BPHC Site Visits, and HRSA Site visits and contributes to preparations of audit.
Requirements
- Bachelor’s degree in Social Work, Human Services or related field required
- BLS (Basic Life Support for Healthcare Providers) Certification required
- License in Social Work (LSW) or LADC (License in Alcohol and Drug Counseling) or five years of experience in Case Management may be substituted for the BA/BS degree
- Master’s Degree in Psychology, Human Services, Social Work, Education or closely related field may be substituted for professional experience
- One year of Case Management experience
- Ability to work independently and cooperatively as part of a multidisciplinary team
- Ability to prioritize, organize and schedule busy workdays
- Basic business writing skills
- Basic skills in effectively using Office 365 applications including Word, Excel and Outlook and Teams
- Required to travel to, and provide services in, client's residence as necessary; must be able to travel between Harbor and outside sites in a timely manner
- Bilingual/Bicultural Haitian Creole and/or Spanish highly desired.
Benefits
- Health, Dental, Vision, Life, & Disability insurance
- 403b Savings Plan
- Generous Paid Time Off plus 11 additional Holidays
- Hybrid position
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