Client Services Coordinator

Description

Position Overview:

The Client Services Coordinator works directly with members and their caregivers to provide outreach and care coordination for Enhanced Care Management (ECM) and other Alzheimer’s Los Angeles programs. The Client Services Coordinator works to support the ECM team and ECM enrolled members facilitating coordination of care. The Client Services Coordinator also works with community-based organizations and healthcare agencies to increase engagement into Alzheimer’s Los Angeles’s programs.  

This is a full-time, non-exempt (hourly) hybrid position requiring some in-person work in our offices or in the community in/around Los Angeles County. Occasional weekend and evening work may be required.

About Us:

Alzheimer’s Los Angeles has been in service for 40 years in the LA community. Our mission to improve the lives of families affected by Alzheimer’s and dementia by increasing awareness, delivering effective programs and services, providing compassionate support and advocating for quality care and a cure.

Responsibilities

• Implements outreach activities, based on the ECM outreach strategy, to engage members and caregivers.
• Conducts telephonic, in-person, and virtual outreach and offers in-service presentations in areas where members live and seek care or find most easily accessible.
• Obtains consent and authorization for program participation. 
• Fosters connections with families and energetically promotes engagement into identified programs by putting people first and effectively building trusting relationships.
• Assists with coordinating care by scheduling medical appointments, assisting with transportation, and connecting members with medical and non-medical community supports and resources. 
• Maintains accurate and detailed records of all outreach efforts, contacts, meetings, and program delivery.  
• Works with marketing teams by offering feedback that helps enhance/improve outreach strategies and messaging materials to help promote identified programs and ensure materials are culturally and linguistically appropriate. 
• Distributes health promotion education materials.
• Provides recommendations and guidance, and requests information from healthcare and community service providers, as appropriate, to help increase participation into identified programs. 
• Receives, reviews, and completes triage of referrals to appropriate staff within a specified timeframe and provides follow-up as needed. 
• Conducts initial phone screenings and assessments in order to confirm contact information, establish rapport, and collect additional data. 
• Participates in initial and ongoing staff training regarding common issues in neurodegenerative diseases, aging, caregiving, trauma-informed practices, person-centered care, motivational interviewing, and other topics, as assigned.
• Participates in evaluation and improvement initiatives by contributing feedback during team meetings, surveys, and one-on-one meetings with supervisor.

Requirements

Qualifications, Skills, and Experience Required

• 2-3 years experience in outreach and community field work 
• Bilingual in English and Spanish required
• Strong interpersonal and engagement skills, with the ability to build rapport over the phone and in person 
• Demonstrated success in conducting outreach and working within diverse communities 
• Excellent written and verbal communications skills 
• Ability to market programs and services and successfully engage members/clients
• Ability to work with any member or family regardless of race, gender, sexual orientation, religious affiliation, cultural beliefs, lifestyle, disability, and disease process or treatment plan
• Friendly, enthusiastic and positive communicator, committed to member engagement and retention 
• Computer literacy with PowerPoint, Microsoft Word, and Excel 
• Flexible work schedule with occasional weekend and evening work 

Preferred Qualifications

• Community Health Worker experience 
• Knowledge of Los Angeles County aging community resources, networks, and programs 
• Understanding and knowledge of community resources, community values, and organizational values 
• Experience navigating access to healthcare services
• Understand importance of trauma-informed care and harm-reduction approaches
• Trained in motivational interviewing
• Working knowledge of Alzheimer’s disease and related dementias 

Benefits:

• Medical insurance - 100% employer paid for employee
• Dental insurance
• Vision insurance
• Paid vacation, sick and personal time
• Paid holidays, including week between Christmas and New Years
• 403(b) with employer matching
• Employee assistance program
• Flexible spending account
• Employer paid Life/AD&D benefit ($50,000)
• Professional development assistance

Alzheimer’s Los Angeles (Alzheimer’s LA) offers a competitive salary + benefits. Alzheimer’s LA is an M/F, Disabled, and Vet EEO/AA Employer.