CLIENT SUPPORT ASSISTANT II

Care Resource; Miami (FL); On-site; USD 35,000 - 45,000; Full time

Job summary

Care Resource is seeking an individual to assist clients with their initial education and intake processes regarding HIV/AIDS services. The position requires at least 2 years of experience in a related field, focusing on compassionate client interaction and adherence support. Candidates should be detail-oriented and possess a high school diploma. The role contributes positively to client experiences by ensuring they receive necessary guidance and support throughout their service journey.

Qualifications

• Minimum of 2 years of related experience required, preferably with training in HIV/AIDS.
• Ability to manage client interactions effectively.
• Willingness to participate in staff training and development activities.

Responsibilities

• Welcome clients and provide orientation about services.
• Assist with initial client intake and eligibility paperwork.
• Monitor client appointment adherence and provide educational support on treatment.

Skills

Client communication

Compassion

Detail oriented

Education

High School diploma or equivalent

Job description

Welcomes clients into the agency and provides orientation/education regarding the agency and it services.

Provides initial HIV/AIDS orientation and education to clients including what to expect from the HIV service delivery system.

Provides initial Medication‑Assisted Treatment (MAT) orientation and education to clients including what to expect from the MAT program.

Provides initial information regarding applicable County Service Delivery System and provider options.

Assists with initial client intake, paperwork, and applications for financial and medical eligibility.

Assists clients who test positive for HIV in obtaining appropriate care and treatment services.

Assists clients who are interested in enrolling in the MAT program to obtain appropriate care and treatment services.

Helps clients to schedule appointments, documents assistance with referrals, and follows up with providers to ensure clients attend appointments.

Monitors client’s adherence to program requirements.

Provides educational support to clients to enhance their knowledge and understanding of medication protocols, side effects, and adherence to medical treatment.

Ensures that service providers in the referral network are active and that formal Memoranda of Understanding and HIPAA Business Associates agreement are executed.

Requests information from third parties about clients (proof of income, proof of HIV status, etc.) and verifies insurance status (private, Medicaid status, etc.).

Walks clients through initial appointments for care and other entitlements.

Contacts clients to verify and/or remind them of appointments with other departments or other agencies.

Conducts periodical Client Satisfaction Surveys, Quarterly Client Advisory Committees, or Orientation meetings.

Maintains record‑keeping requirements and assists with chart reviews for Q/A purposes as requested.

Communicates with clients one to three days before a foreseen hurricane/natural disaster according to emergency plan procedures.

Supports appointment scheduling with patients.

Accurately makes changes and cancels appointments within CAREWARE, NextGen, and other Agency scheduling systems.

Keeps current lists of all agency employee contact phone numbers including alternate numbers.

Receives and tracks e‑mails from supervisors that inform of staff absences daily including staff covering the absent person’s work.

Attends to clients’ phone calls promptly who are attempting to access services and provides them with accurate and timely information.

Requests updates from departmental supervisors to resolve problems with staff’s schedules to ensure accuracy.

Reports on various concerns, complaints, and compliments received via phone.

Transfers complaints directly to the supervisor responsible for the area of concern.

Participates in staff training sessions and other meetings as required by the agency and/or the funding sources.

Participates in agency developmental activities as requested.

Assist Manager and other supervisors in the record‑keeping, organization, follow up of all grants and interventions.

Other duties as assigned.

Culture of Service: 3 C’s

Compassion

Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.

Listens to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.

Competency

Provides services required by following established protocols and when needed, procuring additional help to answer questions to ensure appropriate services are delivered.

Commitment

Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed.

Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided.

Safety

Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.

Understands and appropriately acts upon the assigned role in Emergency Code System.

Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

Contact Responsibility

The responsibility for internal and external contacts is frequent and important.

Physical Requirements

This work requires the following physical activities: frequent sitting, bending, standing, walking, talking in person, and talking on the phone. Occasional driving, stretching/reaching, and lifting up to 50 lbs. are required. Work usually is performed in an office setting.

Other

Participates in health center developmental activities as requested.

Other duties as assigned.

Legal Compliance Notice:

This careers website is maintained by Care Resource Community Health Centers, Inc. a qualified entity, in support of compliance with House Bill 531 (2025). As required by law, Care Resource includes a clear and conspicuous link to this resource on its website and provides the link in all job vacancy advertisements and postings issued by the health center. For more information, please see the link to the new Care Provider Background Screening Clearinghouse Education and Awareness website.

Enthusiastic : Shows intense and eager enjoyment and interest.

Team Player : Works well as a member of a group.

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well.

Motivations

Required

Ability to Make an Impact : Inspired to perform well by the ability to contribute to the success of a project or the organization.

Flexibility : Inspired to perform well when granted the ability to set your own schedule and goals.

Education

Required

High School or better in Other.

Experience

Required

2 years: Two years of related experience is required. Training in HIV/AIDS is preferred.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.