Client Service Navigator-CSN

Position Title:                       Client Service Navigator (CSN)  
Employee Classification:    Full Time

Program:                               Medical Case Management   

Supervisor:                           Programs & Linkage Coordinator

Reports to:                            Programs & Linkage Coordinator

Revised:                                August 2024

Monarch Health Services, Inc. is a non-profit agency that provides Medical Services, Testing & Prevention Services, Behavioral Health Services, Nutrition Services, Support Services, Education & Outreach, Volunteer Programs and Advocacy for Palm Beach County, FL.

The position description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

General Narrative Description of Position:

The primary job function is to assist clients with the navigation, enrollment and orientation of the Non-Medical Case Management programs. Ensure support services have been provided to clients. Provide referrals to other eligible and applicable programs and assist clients through regular engagement with program compliance and retention.

Essential Job Functions:

HIV Linkage to Care

1. Identify and coordinate clients newly HIV diagnosed or those re-engaging into care
2. Assess potential barriers to care and the impact of HIV stigma with newly HIV diagnosed and re-engaging clients
3. Screen clients for mental health, case management, and substance abuse services and refer for further services as needed
4. Schedule medical appointments with long-term care providers
5. Enter client encounters into EHR systems.
6. Coordinate with the clinical team to ensure new patient laboratory tests are collected
7. Conduct Ryan White eligibility determination.
8. Facilitate linkage to a long-term care provider by reviewing provider options with the client and making appropriate referrals
9. Keep up-to-date information about appointment availability of public and private HIV providers in Palm Beach County
10. Conduct follow-up calls with clients
11. Collaborate/consult with community partners for care coordination
12. Monitor show rates for all appointments including follow-up with the long-term care provider to verify that the initial medical visit occurred
13. Contact pharmacy to check that antiretroviral prescriptions were filled
14. Monitor health outcomes of clients and assist with data collection and reporting

Hep B/C & Prevention Linkage to Care

1. Monitor referrals of clients referred to PrEP/PEP and HEP programs
2. Assessment of clients' level of risk to determine appropriateness for PrEP, PEP & HEP medications.
3. Assess and address clients' knowledge, attitudes, and beliefs regarding PrEP, PEP & HEP.
4. Engage high-risk individuals in discussions regarding HIV risk reduction and PrEP, PEP & HEP to educate them in what is required of them to ensure the most effective use of PrEP, PEP & HEP medications.
5. Assess clients' health insurance status
6. Assist clients with insurance enrollments, pharmaceutical assistance, insurance prior authorizations, pharmacy navigation.
7. Schedule follow-up visits for monitoring possible side effects of PrEP, PEP & HEP, Coordinates, support and follows up on medical treatments.
8. Complete client assessments and review medical records as needed for clients enrolled in the PrEP/PEP and Hep C programs.
9. Ensure laboratory tests are requested and in the system for all clients every three months.
10. Assists clients in Monarch’s PrEP/PEP, and Hep C programs with support services.

1. Ensure client engagement and rapport within client interaction in order to help each progress in their medical treatment and assist with retention and compliance.
2. Assist with care planning activities (e.g., scheduling appointments, tracking, monitoring appointment adherence, identifying service gaps, case closure, etc.) for PrEP/PEP and Hep C clients.

1. Determine individual needs and eligibility for various medical and social services, enrolling them into available community programs.
2. Ensure timely completion of all PrEP/PEP and Hep C program-related data entry into EHR.

Additional Duties:

1. Assist with rapid HIV, STD and Hep C screening and blood draws as needed.

1. Attend all interdisciplinary staff meetings.
2. Responsible for following all program policies, procedures, workflows, and completing program deliverables.

1. Maintains an average annual active caseload as assigned by the supervisor.
2. Attend HIV specific training annually, cultural competency training annually and other applicable trainings.

1. Abide by all state, health district and agency policies regarding confidentiality of client information.
2. Assist with agency fundraising activities as requested, including promoting events, selling tickets, soliciting donations and other task to support events.
3. Perform other duties as assigned.

Training Program:

1. 500/501 Certificate
2. LGBTQ Sensitivity and Terminology
3. SAETC SEAETC-Medical Case Management Module
4. SEAETC-Practice Transformation Module
5. SEAETC-Cultural Humility Module
6. All Agency assigned trainings.

Required Knowledge, Skills and Personal Qualifications:

1. High school diploma
2. Phlebotomy Skills
3. Excellent interpersonal, oral, and written communications and presentation skills
4. High enthusiasm, creativity and innovative
5. Experienced in working with indigent and culturally diverse populations.
6. Electronic Medical Record system knowledge
7. Cooperates as a team player.
8. Possesses problem solving and decision-making abilities.
9. Ability to work without close supervision.
10. Utilizes good time management techniques.
11. Follows through to completion of assigned tasks.
12. Proficiency in word processing and spreadsheet database
13. Abides by all policies and procedures.

Preferred Qualifications:

1. Associates degree in Human Services/Public Health or comparable major.
2. Experience working with clients living with HIV and other diagnosis.
3. Bilingual: English/Spanish or English/Creole

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk, use hands to finger, handle, or operate computers, objects, tools, or controls and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

NOTES:

1. Monarch Health Services, Inc. is an equal opportunity employer. The clinic does not discriminate against any employee or applicant for employment because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, or covered veteran status.
2. This position is an at-will employment position. No contract for employment is implied at any time.
3. Drugs, weapons, domestic violence are not permitted on clinic property or at any clinic events or programs.