Client Ambassador

Full position information and application available on Indeed.com.

JOB TITLE: Client Ambassador – Knoxville

REPORTS TO: Clinic Operations Manager

STATUS: Full-Time, Non-Exempt

COMPENSATION: $20-$22 per hour

NOTE: Compensation based on factors such as job duties, education level, position autonomy and supervisory responsibilities.

POSITION SUMMARY:

The role of the Client Ambassador is to provide people living with HIV direct health system navigation, health advocacy, education, and linkage to relevant specialized healthcare. This non-clinical role serves as a crucial bridge between the patient and complex healthcare/social systems to improve adherence, engagement, and health outcomes, reduce isolation, break down stigma and discrimination. Client Ambassadors promote holistic and comprehensive care for our clients by collaborating with front line service providers including the medical providers, their medical assistants, front office staff, case management, and alongside including prevention and harm reduction services.

RESPONSIBILITIES AND DUTIES:

  • The Client Ambassador serves as the first point of contact, alongside the Guest Experience Specialist by greeting new patients, their family members, or supportive connections through building rapport and establishing trust.
  • Navigates new patients through the intake process with a warm transition to the medical clinic.
  • Serve as a point person for multiple programs and resources that Choice Health Network offers.
  • Acts as a liaison between case management staff and clinic staff to reduce any barriers patients face that may prevent them from engaging in retention of care or maintaining HIV viral suppression.
  • Using motivational interviewing tools with patients to determine and expand knowledge and self-management skill levels in the areas of HIV including treatment, medication adherence, preventing disease progression, preventing transmission, self-care, emotional wellness, social support, disclosure, and harm-reduction.
  • Ensure client understanding about utilizing pharmacies and staying connected to the clinic by promoting medical adherence.
  • Works closely with the medical team and Guest Experience Specialist to streamline daily clinic flow and operations.
  • Supports front office staff with scheduling patients, insurance verification and triaging phone calls to appropriate medical and case management staff.
  • Troubleshoot pharmacy issues, including missed refills, contacting pharmacies and providing education on 340B benefits, copay cards, financial assistance programs to reduce the expense barriers of HIV medications.
  • Ensures on-going support to patients by maintaining regular contact and documenting communications in patient EMR chart.
  • Provide patients with tools and resources to champion their health journey with their medical providers.
  • Comply with agency policies and procedures, including but not limited to maintaining confidentiality of participants and business operations in accordance with organizational policies.
  • Attend regular scheduled meetings such as morning huddle, treatment teams, and 340B missing fill meetings in person or virtually by Zoom or Team Meetings.

JOB QUALIFICATIONS AND SKILLS:

  • Confidentiality
  • Show empathy and compassion.
  • Strong Interpersonal Communication Skills
  • Ability to problem solve.
  • Professionalism
  • Time management and Prioritization
  • A calm demeanor when navigating complex issues.
  • Adeptness to work at a rapid pace, setting priorities and multitasking to manage client check out, telephone volume, and administrative duties simultaneously.

EDUCATION AND EXPERIENCE:

  • Associate degree preferred, high school diploma, GED required.
  • Strong technical aptitude and computer data entry efficiency while navigating multiple software systems simultaneously including internet browsers, Microsoft Office, Outlook and EMR system.
  • Ability to learn software applications unique to the organization including an electronic medical record system.
  • 1 year of peer experience of healthcare, client navigation, volunteering, and/or outreach experience involving MSM or HIV positive populations is preferred.

SCHEDULE:

Monday- Friday – 8:30AM – 5:00 PM

BENEFITS INCLUDE:

  • Employer covered medical, dental, vision, dental, and life insurance.
  • 403B retirement program with company match
  • 120 hours paid vacation time, accrued.
  • Paid sick leave, accrued.
  • Twelve paid holidays plus bonus days off
  • Employee assistance program (EAP) benefits

OUR COMMITMENT TO OUR STAFF INCLUDE:

  • We commit to value your lived experience, unique skills, and perspectives.
  • We commit to provide fair compensation for you and to evaluate and adjust that compensation regularly.
  • We commit to provide generous benefits to support your physical and mental health and overall quality of life.
  • We commit to provide training and enrichment opportunities to support your personal and professional development.
  • We commit to provide a safe space for all team members, where everyone can engage from a place of authenticity and caring.

Pay: $20.00 – $22.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance

Work Location: In person