Client Navigator

General Statement of Duties:

Performs a variety of moderately complex administrative and clinical tasks including serving as the central administrative point of contact for individuals who come to the CSB requesting services.  This position will support the Same Day Access (SDA) model of intakes.  This position is supervised by the Same Day Access Supervisor and is a member of the Same Day Access team. The person in this position acts as a primary point of contact for individuals moving through the SDA intake process at the CSB, providing the initial screening for services, working collaboratively with clinical and administrative staff to achieve the goal of fully assessing individuals on the date of initial request.  This position maintains a visible role in greeting, tracking, and welcoming individuals new to the CSB, as well as greeting agency consumers and the general public. Will also navigate staff schedules and regularly apprise individuals waiting for intake services of expected wait times.  Handles a variety of clerical duties in support of agency’s Same Day Access process, requiring the making of responsible decisions in accordance with established policies. Considerable judgment and appropriate actions in dealing with staff, consumers and the general public is required. The person in this position must be able to work independently and maintain consumer confidentiality. This position also works collaboratively with Client Engagement Specialist to provide outreach and engagement to existing clients as needed.

Persons in this class are classified non-exempt under the Fair Labor Standards Act.

Major Essential Functions:

Provides excellent customer service to consumers, staff, and visitors, displays a positive attitude and projects a welcoming, professional image;

Has primary responsibility as the central administrative point of contact for individuals

requesting CSB services, specifically in support of the agency SDA intake process;

Provides a welcoming presence, gathers information on presenting request(s) and needs, explains

intake process, and triages as appropriate, provides the initial screening for services while concurrently adjusting and referring individuals who may be in crisis to appropriate clinical staff;

Collects necessary information and signatures to open the individual in the electronic health         record;

Oversees the clinical SDA schedule making adjustments as daily demand dictates and

consulting with management staff when needed;

Enters and monitors SDA outcome/tracking data and other data and reporting as requested;

Assists in operations of the client recordkeeping system including scanning documents into the EHR;

Provides back up as needed to the Client Engagement Specialist to provide outreach to existing clients who have missed appointments or need assistance in addressing barriers to engaging in treatment;

Makes effective use of available technology, including computers, e-mail, and voice mail in order to enhance customer service;

Maintains effective relationships with co-workers and customers based on courtesy, compassion, and respect;

Performs other duties as assigned, consistent with established policy and procedures;

Required Knowledge, Skills, and Abilities:

Exceptional customer services skills and a demonstrated ability to communicate effectively with customers and staff; ability to schedule the work of others enforcing agency procedures in a professional and cooperative manner, good organizational skills; ability to handle multiple priorities; ability to work independently; ability to make decisions and initiate action based on established policies and procedures; ability to understand and follow oral and written directions; excellent communication and interpersonal skills; good judgment, flexibility, tact; dependability; attention to detail and pro-active identification of potential risk; ability to maintain confidentiality; knowledge of confidentiality standards and laws; ability to seek and use supervision appropriately; general knowledge of the behavioral health field and the professional terminology is desired.

Minimum Education and Experience:

Graduation from an accredited college or university with a Bachelor’s Degree in a Human Services OR any equivalent combination of considerable experience and training which provides the required knowledge, skills, and abilities.

Other Information:

Equipment: Telephone system, PC, designated software, copy machine, fax machine, typewriter, calculator.

Work Environment: General office environment with normal lighting levels, temperature ranges, air quality, ventilation, and noise levels.

Work Location: 1241 North Main Street

Work Hazards: Some hazard associated with repetitive motion necessary for data entry/keyboarding; minimal hazard associated with human services environment.

Work Schedule: Monday through Friday, regular office hours; some evening hours as scheduled; additional hours as needed to perform job requirements.   Regular attendance is required.