Matrix Human Services

POSITION TITLE: CLIENT SERVICE MANAGER

DEPARTMENT: MATRIX COMMUNITY HEALTH

REPORTS TO: VICE PRESIDENT OF COMMUNITY HEALTH

SUPERVISES: CASE MANAGEMENT, NON-MEDICAL CASE MANAGEMENT, CARE COORDINATORS. EARLY INTERVENTION SERVICES

FLSA: EXEMPT

APPLY HERE

JOB SUMMARY/ACCOUNTIBILITY:

The Client Service Manager supervises the department’s treatment response programs that provides services to persons living with HIV including those newly diagnosed with this infection or that have dropped out of / or at risk of dropping out of medical care. This consists of overseeing and providing clinical, administrative, and programmatic supervision of the Early Intervention, Medical Case Management, Non-Medical Case Management, and Care Coordination programs. This position ensures these programs are successful meeting their scope of services, work plan objectives, services are being provided within their respective standards of care. Provides oversight of clients achieving medical appointment adherence, medication adherence, and HIV viral load suppression. May provide direct client services through intakes, screening for eligibility and appropriateness of service. Assists in the evaluation of program effectiveness, quality assurance, obtaining client feedback and satisfaction of services provided, data /reports being submitted within deadline, and all other contractual obligations are being met

POSITION QUALIFICATIONS:

  • MSW or master’s degree in related health/human services field preferred. A minimum of a bachelor’s degree in related health / human services field required or equivalent work experience. Must successfully complete Case Management Training within the first year of employment. Previous experience in providing medication adherence and viral load suppression services, preferred. Minimum of two years’ experience in a supervisory capacity, preferred.
  • Comfortable in a culturally diverse environment and demonstrate awareness of the value of cultural competence, sensitivity in task implementation, and comfort engaging in conversations regarding sexual health and well-being.
  • Ability to take initiative/ownership and showcase interpersonal skillset. Good verbal and written skills. Able to communicate effectively.
  • Understanding of the functions of patient advocacy and knowledge of rules and regulations concerning HIPAA and client confidentiality.
  • Well-organized and demonstrated ability to prioritize, multiple-tasks; self-driven; achieve desired results and adapt favorably to changing priorities. Highly effective problem solving ability. Analytical ability sufficient to resolve problems requiring the integration of data from diverse sources.
  • Computer literate, proficient in Microsoft Outlook, able to learn and effectively utilize client software data base.

 

GENERAL RESPONSIBILITIES:

  • Provides supervision to staff. This includes overseeing the hiring, onboarding, training, and orientation of new staff as well as ensuring existing staff are receiving ongoing training to assist them in maintaining their own certifications / licensures. Oversees and assesses staffs caseloads ensuring appropriate assignment of cases based on patient acuity levels. Monitoring of workplace sites (clinics) ensuring staff coverage is being maintained and patient needs are met. Provides site visits as needed.

 

  • Provides agenda and conducts/facilitates program interdisciplinary team meetings and cohort reviews. Provides group and individual supervision in reviewing patient’s cases. Coaches staff in assisting them in developing interventions to address patient’s non-adherence to their medication regimes, maintaining contact with their medical and service providers, and in resolving barriers to patients obtaining HIV viral load suppression. Supports and encourages staff group in maintaining a positive professional work culture that allows individual employees to thrive and grow in their positions.

 

  • Monitors and ensures the programs are meeting their clinical indicators and that services are being performed in compliance with Council on Accreditation, standards of care, departmental policy and procedures, and contractual funding requirements. Ensures the accurate and timely documentation of services are being completed within the time frames required.

 

  • May provide client service consisting of screening for eligibility and appropriateness of service, providing clients with direction as appropriate or carrying their own caseload. Assists directly with client intakes. Is back up for staff for provision of service providing direct referrals to clients needing immediate assistance.

 

  • Resolves problematic situations and the handling of complaints/feedback according to agency policy and procedure. Oversees and provides direct client contact to obtain client feedback and satisfaction with services provided. Resolves complaints/feedback according to agency policy and procedure.

 

  • Maintains a relationship with other service providers who are involved in providing HIV services. May assist with writing grant proposals in order to continue funding for services provided or obtaining funds from another funding source. Maintains knowledge of requirements of regulatory licensing and accreditation agencies, including but not limited to COA and MDHHS.

 

  • Assists in evaluating program services and effectiveness including patient outcomes in accordance with grant contract requirements working with the program’s quality manager. This includes assisting in the auditing of all of the programs clinical charts ensuring documentation and performance indicator data is being maintained in accordance with policy and procedures, timelines, contractual requirements, and clinical interventions being used are appropriate in addressing client needs.

 

  • Maintains awareness of community changes that could impact service delivery and provides feedback on how to deal with this if needed. Educates agency staff and the community regarding the program and available services.

 

  • Performs other duties as assigned.

 

WORKING AND ENVIRONMENTAL CONDITIONS:

Works in multiple different sites including office, medical clinics and community settings. Periodically may need to see patients who are hospitalized or do a home visit. It is common to drive to multiple locations, sometimes in inclement weather. Primarily works traditional business hours but at times may need to be able work non-business hours, such as on weekends or evenings.

 

CONTINUOUS QUALITY IMPROVEMENT AND ETHICAL CONDUCT:

All personnel of Matrix must adhere to the NASW Code of Ethics and incorporate Continuous Quality Improvement efforts into their everyday performance. All employees of Matrix Community Health must adhere to the federal regulations and requirements of the respective grant funding their position as well as the Performance Standards, Licensing rules, and be of Good Moral Character as stated in the Code of Ethics.

Demonstrate and actively promote an understanding and commitment to the mission and values of Matrix Human Services

APPLY HERE