Job Title: Community Access Coordinator (Spanish-Speaker)

Pay:  $30.75 per hour; $63,960 annually (at 40 hrs/week);

Hours: 40 hrs/week

In Person vs Remote: 4 days/week in person; 1 day remote

Language Differential: Additional $1.00 per working hour

FSLA Status: Non-Exempt                          

Primary Location: Lyon-Martin Community Health Services

Address: 1735 Mission Street San Francisco, CA 94103                                 

Reports To: Front Office Manager             

Organization Mission

The mission of Lyon-Martin Community Health Services is to provide high quality, compassionate and trauma-informed medical, gynecological, and mental health care services to trans, non-binary, gender non-conforming, and intersex communities and cis-gender women with specific sensitivity to LGBQ sexual orientation, disability, size, race, ethnicity, and language, regardless of immigration status or ability to pay. 

We aim to address and eliminate health inequities for our communities by rooting our clinical practice in core foundational intersectional frameworks of anti-racism, self-determination, harm reduction, and reproductive and disability justice. As a community clinic, we believe our communities are best served by and for us; that’s why community outreach, engagement, and leadership development are central to our mission of community care and mutual aid. Lastly, we commit to increasing access to culturally responsive care beyond our walls through provider training and education, and policy advocacy.

Job Summary

 The Community Access Coordinator (CAC) serves as the first point of contact for people entering the clinic; thus, this position is vital to connecting clients to our services and other community resources in a warm, welcoming, and knowledgeable manner. The CAC supports the flow of the entire organization’s clinical care by having a full understanding of the care we provide, who to route clients to for what, and by assisting with appointment scheduling, registration, and client education. They participate in in-reach efforts ensuring clients are up to date on preventative care tests, assist clients in accessing their medications, check insurance enrollment/program coverage and assist with enrollment. The CAC works closely with the whole clinical team, facilitating communication between our community of clients and the clinical teams to ensure clients are able to access the care they need.

CACs are expected to provide all patient care in a sensitive and non-judgmental manner, to maintain a high degree of professional competence and the highest possible ethical standards, and to function as part of a care-giving team. They, along with all staff at Lyon-Martin, are also expected to uphold and imbue in others a commitment to addressing racism, ableism, gender and sexual discrimination within the organization and our clinical practice.

Key Responsibilities

Front Desk & Phone Reception

• Provide a warm and welcoming atmosphere and excellent in-person customer service for those entering the clinic and waiting in our waiting room.
• Field incoming phone calls from clients, pharmacies, hospitals, other clinics, and other community members with a high quality of customer service to, among other things:
  • Schedule appointments appropriately with the care team
  • Provide information about our services
  • Relay updates about ongoing aspects of client care in a HIPAA-compliant manner
  • Take messages for or redirect calls to other departments within the clinic
• Route incoming faxes and emails to the appropriate staff member.
• Assist with in-reach efforts to bring clients who are due for care in for appointments.
• Greet and register all clients for their appointments, including, but not limited to, entering or updating demographic and contact information, insurance information, facilitating the completion of paperwork, and performing insurance eligibility checks. 
• Respect patients’ names and pronouns at all times; ensure that this information is communicated to the team and entered properly in their chart
• Check out all clients at the conclusion of their visit, ensuring that all follow up actions have been initiated.
• Communicate with the rest of the team regarding schedule changes, walk-ins, medical emergencies, disruptive behavior or mental health crises in need of immediate intervention.
• Collaborate with providers to reschedule appointments when needed.

Insurance Eligibility

• Enroll eligible clients into sliding scale program.
• Collect any co-pays for services.
• Assist clients in enrolling in appropriate public benefits coverage as needed, including Family Planning Access Care and Treatment (FPACT), Every Woman Counts (EWC/CDP), Presumptive Eligibility, Healthy San Francisco (HSF), Covered California, Medi-Cal. 
• Assist clients with switching managed care Medi-Cal plans and/or medical homes

 Other duties as assigned
 

Competencies:

Communication, Written: Delivers written communications that have clarity and impact including emails.

Communication, Verbal: Effective listener; clearly and thoughtfully communicates with others in person and on the phone.

Reliability: Accountable; maintains focus; punctual; good attendance record; meets deadlines.

Time Management: Organizes and establishes priorities; gets the job done in a timely manner. Responds to all in basket messages within 72 hours, per policy.

Customer Service: Persists in efforts to solve issues even when faced with internal barriers; takes personal responsibility for customer service outcomes; responds quickly and effectively to requests for assistance and support whether internal or external.

Computer Literacy: Skilled computer-based work tasks; uses technology to enhance job performance. 

Teamwork: Accountable to team; participates effectively in group- and teamwork; collaborates positively with other team members; giving and accepting constructive criticism. Asks for help when needed.

Tolerance for Stress, Ambiguity, and Change: Maintains composure even while under great pressure; handles complex problems and change with minimal supervision; demonstrates flexibility and versatility in achieving key goals and priorities.

Attention to Detail: Strives to eliminate errors; makes accurate work a priority; seeks opportunities to improve performance.

Decision Making: Collects, organizes, and analyzes information before making decisions. Takes a thoughtful approach when considering options; may seek supervision and/or input from others.

Integrity and Ethics: Actively models the highest ethical standards; is honest and accountable; maintains confidentiality and appropriate boundaries at all times; handles sensitive information and issues with discretion and tact. 

Relationship Orientation: Establishes rapport easily with others; listens attentively to others' perspectives; uses good judgment when sharing information and maintaining confidentiality; appropriately expresses empathy.

Presentation Skills: Adapts presentation techniques to fit audience level and technical needs; develops and delivers communications that have clarity and impact; conveys confidence, presence, and professionalism; uses appropriate visual aids to illustrate key points and enhance learning.

Interpersonal Skills: Uses active listening and discussion skills to identify issues, ensure understanding, and facilitate problem solving; works cooperatively with diverse groups; deals with others in a pleasant and professional manner; accurately assesses verbal and non-verbal cues.

Accountability: Makes and meets commitments; accepts responsibility for behavior and outcomes.

Follow Through: Monitors status of projects and tasks; thoroughly deals with project details; delivers clear, accurate depiction of status.

Cultural Sensitivity: Ability to work with a diverse population while withholding judgment. Willingly open to learn and understand different perspectives.

Education, Knowledge, Skills:

 Required:

• Language Requirement: Spanish fluency (verbal & written)
• Culturally sensitive/humble and able to work with a diverse population
• Experience working with lesbian, bisexual, transgender, non-binary, gender non-conforming, and intersex clients.
• Experience working with populations with varying disabilities, racial, ethnic and cultural backgrounds and economic statuses.
• Experience working with clients who do sex work, those experiencing homelessness, people who have challenges with mental illness and/or are using substances, those of with a history of incarceration, people of varying ages.
• Excellent computing and data entry skills.   
• Experience using Microsoft Office programs.   
• Integrity to handle sensitive information in a confidential manner
• Strong communication (verbal, written and interpersonal) skills.  Practices attentive and active listening and willingness to ask questions.
• Flexible and open to change when facing new problems. Creatively strives to find solutions.
• Excellent organization skills and ability to multitask and juggle multiple priorities 
• Outstanding ability to follow-through with tasks
• Ability to work cooperatively and effectively as part of interdisciplinary team and independently assume responsibility 
• Strong customer service skills.  Sensitive to and patient with the interpersonal anxieties of others.   Easy to approach.  Spends the extra effort to put others at ease.  Warm, pleasant, and gracious.
• Maintains composure and professionalism, especially under stress.