Client Advocate (On-Call) - Pomona Adult DMH

This is a union eligible position. 

JOB SUMMARY

HealthRIGHT 360, a nonprofit organization and a family of programs, is committed to providing accessible and comprehensive healthcare services to vulnerable populations. Our mission is to tackle systemic barriers to healthcare and promote health equity for all. We offer a wide range of services, including mental health care, residential and outpatient substance use treatment, and primary health services. Additionally, we provide transitional support for individuals re-entering the community after involvement in the criminal justice system. By integrating physical and behavioral health, we empower individuals to overcome challenges by addressing social determinants of health, fostering resilience, and facilitating recovery.

Prototypes’ Outpatient Behavioral Health Centers provide comprehensive mental health services for men, women and children. Services range from prevention and early intervention to intensive services for those with more serious or chronic conditions. Staff provide services at Prototypes and in the community. These can include individual, group and family therapy, psychiatric treatment, medication management and medication-assisted therapies, case management, and referrals and coordination with primary care clinics.

The On-Call Client Advocate actively seeks ways to enhance departmental efficiency and satisfaction within the program on as needed basis. They deliver in-person client care with sensitivity and impartiality, upholding professional and ethical standards while collaborating within the caregiving team. Additional duties involve supporting daily organizational operations, such as front desk rotation, client reception, scheduling, aiding in health insurance enrollment, training interns and volunteers, managing calls, and handling administrative tasks.

KEY RESPONSIBILITIES 

Intake/Front Desk

• Actively engage in coordinating client flow.
• Schedule/reschedule appointments.
• Make follow-up calls for providers and confirm the next day's appointments.
• Greet and provide customer service to guests, clients, and vendors.
• Communicate clearly on the phone and accurately take and deliver messages.
• Coordinate dynamic schedules to suit client needs and maintain efficient client-centered care flow.
• Assist in scheduling interpretation services.
• Assist with enrolling clients into health insurance coverage.
• Assist and direct callers and visitors to appropriate employees and departments.

Records Management

• Perform general administrative tasks such as filing, organizing, data entry, scanning, and billing.
• Assist in maintaining computerized appointment systems.
• Process client data entry for various electronic systems according to established guidelines.
• Complete financial and consent forms.
• Process requests for medical records.
• Manage population management for providers and clinical teams.
• Pull and disseminate reports as required.
• Conduct survey distribution and collection.

Administration and Other Duties

• Manage and organize incoming and outgoing mail and faxes.
• Operate a single or multiple position telephone switchboard.

• Coordinate equipment and facility maintenance.
• Work in a team-oriented environment.
• Provide orientation or training to temporary or new front desk staff.
• Attend and complete training in a timely manner.
• Actively participate in meetings and supervision.
• Read and respond to emails when appropriate.
• Arrange work schedule according to the program’s needs.

And perform other duties as assigned.

QUALIFICATIONS 

Education, Certification, or Licensure

• High school diploma or equivalent required. Higher education preferred.
• Valid First Aid and CPR certification or ability to obtain within 30 days of hire.

Experience

• Two years’ experience working in a medical front office or behavioral health front office preferred.
• Administrative and/or customer service experience in a medical, mental health, or drug treatment facility preferred.
• EHR, Welligent, and Covered California experience preferred.