Care Coordinator - Bilingual (English & Spanish)

Ser Familia, Inc; Kennesaw (GA); On-site; USD 42,000 - 65,000; Full time

Job summary

Ser Familia, Inc. is seeking a Care Coordinator/Case Manager to support clients through initial assessments, documentation, and plan development.

You will collaborate with clinicians and programs to ensure safety, wellness, and autonomy for clients in a non-profit setting. Ideal candidates are bilingual in English and Spanish with at least two years of experience in care coordination or case management, and proficiency with MS Office and Salesforce.

Qualifications

• Must be bilingual English-Spanish (read, write and speak).
• Customer service experience required.
• Experience with coordinating client plans or case management is a plus.

Responsibilities

• Answer phone calls and direct to appropriate extension with excellent service.
• Prepare documentation for client visits and upload into the system per procedures.
• Develop client-driven Individual or Family Plans with short- and long-term goals.
• Maintain confidentiality and HIPAA compliance in all records.

Skills

Bilingual English-Spanish

Customer service oriented

Effective communication

Education

AD in Human Services, Nursing or related field

BA Preferred

Tools

MS Office

Salesforce (preferred)

Job description

• Answer Phone Calls and redirect them to the appropriate extension while providing excellent customer service.
• Ability to handle high volume of clients with various needs, while treating them with compassion and professionalism to empower them to achieve self-improvement.
• Prepare documentation package for the client’s initial visit, conduct the assessment and upload documents into Salesforece making sure they are in compliance with Seer Familia’s regulations and procedures.
• Demonstrate interpersonal, social, cultural, and cognitive skills to think critically and effectively on how to best serve each client
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.
• Be able to identify any dangerousness or critical situation to support client’s safety as most important priority. When needed, refer clients to a Clinician to create an effective safety plan for client.
• Be able to help a client in a crisis situation as outline in the agency’s protocol.
• Listen to clients to obtain a clear understanding of their needs in order to develop a comprehensive client-driven Individual or Family Plan with both short- term and long-term goals to help clients achieve wellness and autonomy
• Provide orientation to clients on Ser Familia’s and other agencies programs and services so that they can make informed decisions that can be beneficial in accordance to their needs.
• Prepare all documentation required for the clients’ session, conduct assessment and upload all documentation into the system following all guidelines.
• Refer clients to appropriate and trustworthy resources to assist with meeting goals
• Develop strong, trustworthy, and professional relationships with clients to keep track of their progress, needs, and ensure satisfaction
• Evaluate and adjust Individual or Family Plans as client’s complete requirements. Keep close contact with those who are not following agency’s requirements and enforce agency client agreement as necessary
• Handle clients’ cases and Individual and Family Plan’s progress and determine closure when needed.
• Monitor the clients’’ progress and identify other needs that may have arisen. (Advocacy, Referrals, Follow up calls etc)
• Work in collaboration with staff members, keeping close communication to facilitate a strong and healthy team environment
• Create good working relationships with outside organizations/agencies who refer clients to Ser Familia, Inc, and maintain high levels of professionalism in all interactions
• Report critical incidents or matters immediately to the agency’s Programs Director and /or Case Manger Supervisor.
• Maintain effective usage of time, high levels of organization and detail
• Deliver accurate, high-quality documentation within specified deadlines and timelines
• Maintain clients’ files organized and data base profiles updated to include cases’ notes, contacts, services provided, and documents recorded
• Collect and report data necessary to meet funding requirements and statistical reports
• Adhere to professional standards as outlined by Ser Familia’s employee manual, protocols, rules and regulations
• Maintain strict confidentiality of all sensitive information of clients and organization. Must adhere to HIPAA (Health Insurances Portability & Accountability Act of 1996) compliance.
• Willing to commute to other Ser Familia’s locations to perform the job duties in response to business needs and/or if requested by the Supervisor.
• Perform other duties as assigned

Requirements

• AD in Human Services, Nursing or related field. BA Preferred.
• 2 years of experience as a Care Coordinator or Case Manager preferably on a Non-Profit Organization.
• Must work well with persons of varied sexual preference, racial, ethnic, cultural, socioeconomic backgrounds, and with individuals who are differently-abled.
• Computer knowledge: MS Office. Salesforce (preferred)
• Must be fully bilingual English- Spanish (write, read and speak).
• Customer Service Oriented.

Requirements

• Answer Phone Calls and redirect them to the appropriate extension while providing excellent customer service.
• Ability to handle high volume of clients with various needs, while treating them with compassion and professionalism to empower them to achieve self-improvement.
• Prepare documentation package for the client’s initial visit, conduct the assessment and upload documents into Salesforece making sure they are in compliance with Seer Familia’s regulations and procedures.
• Demonstrate interpersonal, social, cultural, and cognitive skills to think critically and effectively on how to best serve each client
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.
• Be able to identify any dangerousness or critical situation to support client’s safety as most important priority. When needed, refer clients to a Clinician to create an effective safety plan for client.
• Be able to help a client in a crisis situation as outline in the agency’s protocol.
• Listen to clients to obtain a clear understanding of their needs in order to develop a comprehensive client-driven Individual or Family Plan with both short- term and long-term goals to help clients achieve wellness and autonomy
• Provide orientation to clients on Ser Familia’s and other agencies programs and services so that they can make informed decisions that can be beneficial in accordance to their needs.
• Prepare all documentation required for the clients’ session, conduct assessment and upload all documentation into the system following all guidelines.
• Refer clients to appropriate and trustworthy resources to assist with meeting goals
• Develop strong, trustworthy, and professional relationships with clients to keep track of their progress, needs, and ensure satisfaction
• Evaluate and adjust Individual or Family Plans as client’s complete requirements. Keep close contact with those who are not following agency’s requirements and enforce agency client agreement as necessary
• Handle clients’ cases and Individual and Family Plan’s progress and determine closure when needed.
• Monitor the clients’’ progress and identify other needs that may have arisen. (Advocacy, Referrals, Follow up calls etc)
• Work in collaboration with staff members, keeping close communication to facilitate a strong and healthy team environment
• Create good working relationships with outside organizations/agencies who refer clients to Ser Familia, Inc, and maintain high levels of professionalism in all interactions
• Report critical incidents or matters immediately to the agency’s Programs Director and /or Case Manger Supervisor.
• Maintain effective usage of time, high levels of organization and detail
• Deliver accurate, high-quality documentation within specified deadlines and timelines
• Maintain clients’ files organized and data base profiles updated to include cases’ notes, contacts, services provided, and documents recorded
• Collect and report data necessary to meet funding requirements and statistical reports
• Adhere to professional standards as outlined by Ser Familia’s employee manual, protocols, rules and regulations
• Maintain strict confidentiality of all sensitive information of clients and organization. Must adhere to HIPAA (Health Insurances Portability & Accountability Act of 1996) compliance.
• Willing to commute to other Ser Familia’s locations to perform the job duties in response to business needs and/or if requested by the Supervisor.
• Perform other duties as assigned

Requirements

• AD in Human Services, Nursing or related field. BA Preferred.
• 2 years of experience as a Care Coordinator or Case Manager preferably on a Non-Profit Organization.
• Must work well with persons of varied sexual preference, racial, ethnic, cultural, socioeconomic backgrounds, and with individuals who are differently-abled.
• Computer knowledge: MS Office. Salesforce (preferred)
• Must be fully bilingual English- Spanish (write, read and speak).
• Customer Service Oriented.

Ability to work on different tasks simultaneously and able to meet deadlines