Patient Advocate Supervisor - San Antonio

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with an expertise in serving LGBTQIA+ people and those impacted by HIV. THA's programs include Kind Clinic, Waterloo Counseling Center, and TeleKind (telemedicine services). Read more about THA here: http://texashealthaction.org.

THA is seeking a Patient Advocate Supervisor. This role is responsible for the supervision of the Patient Advocate team including providing on-the-job training, technical support, and identifying areas for process improvement in order to support the advocacy team. The Advocate Supervisor will coordinate the caseload assignments and the day-to-day delivery of care coordination and referral services. Under the direction of the Advocacy Program Manager, the Supervisor maintains oversight of program operations to ensure clients receive services that are strengths-based, culturally sensitive, and adhere to the application of program rules and regulations.

What you would do:

• Ensure that Patient Advocates are completing all responsibilities related to programs, policies, and procedures related to the advocate role
• Provide regular supervision of staff and ensure the timely flow of supportive services and program activities to meet program goals and objectives
• Support and mentor Patient Advocates in work settings to help them effectively engage and retain clients in services, as well as reach personal professional and team goals
• Monitor team capacity to optimally and equitably distribute workloads amongst staff
• Ensure Patient Advocates continually address client service needs and follow through on daily tasks, assignments, care plans, and referrals
• Allocate time to provide direct assistance to staff on outstanding patient cases
• Monitor incoming communication from patients, pharmacies, and outside organizations, and assist with routing to the correct internal recipient
• Address and escalate client concerns and complaints as appropriate
• Advise Patient Advocates around best practices and use of technology, as related to HIPAA and other guidance
• Maintain documentation and related administrative record-keeping in reporting systems, as required by contracts
• Assist with the administration of grant programs and financial assistance programs
• Enhance employee performance through clear expectations, ongoing training, mentorship, and performance evaluations
• Under direction of the Advocacy Program Manager, conduct supervisory tasks including employee scheduling, assist with hiring and staff transitions, and approve employee timecards
• Work with Advocacy Program Manager to address employee performance issues, and develop corrective action plans, as needed
• Help collect and analyze programmatic data to identify areas for improvement, and assist with quality improvement solutions
• Prepare and submit reports with quantitative and qualitative data to measure program outcomes, patient service successes, patient follow-up tasks, medication and adherence follow-up, and other metrics
• Assist the Advocacy Program Manager with presentations, orientations, in-services, and trainings for program staff
• Actively participate in client- and program-related meetings and trainings
• Interpret program guidelines, policies, and procedures for operations
• Work collaboratively with Clinic, Outreach, and Care Navigation staff to meet program goals and performance targets
• Attend program-related community, coalition, and committee meetings, as assigned
• Adhere to the clinic’s policies and procedures as it relates to the use and protection of confidential information
• Adhere to professional ethics in the care of others
• Seek out additional tasks and opportunities from Advocacy Manager and/or Programs Director, when time permitted
• Perform related duties and fulfills responsibilities, as required

Working conditions and environment:

• Flexible schedule and working hours to include evening and weekend work
• Frequent interaction with internal and external partners, clients, and volunteers
• Generally works within a controlled temperature environment
• Must have transportation or available public transportation enabling physical presence at facility during schedule work hours
• Noise level in the clinic and administrative offices is generally quiet

Physical demands:

• Works with technology daily
• Light to moderate lifting and carrying of objects generally not to exceed 25 lbs.

Applicant Information

• Submitting official transcripts, diplomas, certifications and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification.
• The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

EOE Statement: Texas Health Action is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Compensation

Based on job duties and requirements, this position is placed in salary band 42 with an hourly range of $24.06 to $25.37 per hour. Initial placement within this range will be based on hired candidate's qualifications and relevant experience.

Requirements

• Bachelor’s degree in public health, humanities, social services, health education, or related field; up to four years of relevant professional experience may be substituted in lieu of educational requirements
• One year of professional experience in a lead or supervisory role is preferred
• Two years of professional experience in public health, mental health, substance use, HIV prevention and care, social services, and/or health education is required
• At least one year of work experience as a patient advocate, case manager, health navigator, or equivalent is required
• Must be compassionate and extremely knowledgeable about the healthcare system
• Experience working with communities of diverse cultures, ethnicities, socioeconomic backgrounds, gender expressions, and sexual identities
• Demonstrated understanding of safety net facilities, population health, and special population care
• Bilingual (Spanish/English) skills preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Disability (Short Term & Long Term)
• Training & Development