Bilingual Patient Advocate (South Austin)

About the Role

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 expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state.

Texas Health Action is seeking a Bilingual (English/Spanish) Patient Advocate to serve our Kind Clinic location on site at our South Austin location. Advocates are responsible for optimizing the patient experience, helping them navigate the complex healthcare system — from insurance coverage to linkage to medical and supportive social services. Patient Advocates meet one-on-one with patients helping them understand their options for care. Candidates who are members of populations that are disproportionately affected by HIV (including transgender/nonbinary candidates, Black/African-American candidates, candidates affected by incarceration, or candidates who are living with HIV) are especially encouraged to apply.

Responsibilities

• Supports status-neutral engagement activities that involve access to HIV biomedical interventions for prevention and care services
• Provides direct care to individuals wishing to engage in services including, but not limited to conducting intake and assessments for HIV care, PrEP/PEP and/or gender-affirming care, delivering brief individual and group interventions sessions, providing sexual health education and counseling, assisting patients with navigating insurance/benefits, participating in community engagement and outreach, and scheduling appointments
• Identifies and addresses a patient's psychosocial barriers to accessing care and facilitates linkage to supportive services and relevant programs
• Monitors issues affecting patient access, adherence, and/or retention in care. Maintains up-to-date knowledge of internal and external resources to ensure the continuum of care obtained and works to remove any barriers to services
• Collects and analyzes data to identify program progress, and effectively manages operations by utilizing quality improvement tools
• Acts as a liaison between local agencies with the functions and operations of the program
• Interprets program guidelines, policies, and procedures for operations
• Participates in quality improvement efforts by assisting in making required adjustments and promoting program innovation. Helps to establish and implement goals, objectives, policies, procedures, and systems for the clinic
• Maintains confidentiality and HIPAA compliance according to the clinic's policies and procedures
• Performs related duties and fulfills responsibilities as required

Knowledge, Skills and Abilities

• Must have basic PC skills that include a combination of working in Microsoft Windows operating systems and Microsoft Outlook, Word, and Excel
• Understands the importance of maintaining confidentiality; able to maintain confidentiality under the Health Insurance Portability and Accountability Act (HIPAA) standards
• Must have the ability to exercise a high degree of diplomacy and tact; excellent customer service and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups
• Well-developed verbal and written communication skills in English; Additional language abilities desirable
• Ability to work well under pressure and with minimal supervision
• Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, those in crisis, or those resistant of or negative toward healthcare or social service organizations
• Ability to apply time management practices to prioritize, schedule, and complete work effectively to comply with mandated policies and deadlines
• Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities
• Must be able to work productively with other departments and employees
• Ability to work with professionals from various partners and organizations
• Available 40 hours a week, with flexibility to work some evenings and weekends
• Ability to successfully manage conflict and negotiate "win-win" solutions
• Must be able to multi-task, prioritize activities, and manage time effectively
• Exceptional follow through on tasks and assignments

Requirements

• High school diploma or equivalent
• 2+ years of full-time work/volunteer experience in serving diverse populations, including LGBTQIA communities and communities of color (4+ years of part-time work/volunteer experience may be considered in lieu of 2+ years of full-time work/volunteer experience)
• Demonstrated experience taking initiative and exercising independent judgment, decision-making, and problem-solving
• Proficient using computer software applications, such as Microsoft Word, Outlook, and Excel
• Strong written and verbal communication abilities
• Bilingual (English/Spanish)

Preferred Requirements

• Bachelor's degree in a social science or public health discipline. Two-year degree with licensure and/or four years of relevant work experience will be considered in lieu of a Bachelor's degree
• 1+ year(s) of direct experience with HIV counseling and testing and/or case management
• Knowledge of insurance navigation and appointment scheduling
• Familiarity and experience using a trauma-informed approach to working with individuals
• Experience and comfort in issues related to substance use, harm reduction, homelessness, mental health, and LGBTQIA+ communities
• Ability to work harmoniously with diverse groups of individuals
• Experience working with an ethnically, culturally, and racially diverse work staff
• Ability to deal effectively with stress relating to the changing organizational, personnel, and healthcare environment
• Ability to perform phlebotomy, or a willingness to be trained in phlebotomy
• Experience in healthcare is preferred but not required
• Experience with LGBTQIA+ and/or other marginalized communities a strong plus

Compensation

Based on the position's duties and requirements, this role has a starting hourly rate of $24.30. The initial salary will be determined by the selected candidate's qualifications and relevant experience.

Benefits

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