Bilingual Patient Advocate (Spanish and English) - Virtual

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.

About the role

As a Bilingual Patient Advocate (Spanish & English), you will optimize the patient experience by helping them navigate the complex healthcare system—from insurance coverage to linkage to medical and supportive social services. Bilingual Patient Advocates meet one-on-one virtually with patients, helping them understand their options for care.

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 intervention sessions.
  • Providing sexual health education and counseling.
  • Assisting patients with navigating insurance/benefits.
  • Participating in community engagement and outreach.
  • 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.

Requirements

• Education and/or Licensure: 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. Active Basic Life Support (BLS) certification required or must be obtained before hire date.
• Experience:
  • 1+ year(s) of direct experience with HIV counseling and testing and/or case management.
  • Knowledge of insurance navigation and appointment scheduling.
  • 2+ years of experience in working with diverse populations, including LGBTQIA+ and communities of color, within a human service field, such as social work, psychology, counseling and/or public health required. (4+ years of part-time work/volunteer experience may be considered in lieu of 2+ years of experience).
  • 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.
  • Demonstrated experience taking initiative and exercising independent judgment, decision-making, and problem-solving expertise.
• Additional Requirements:
  • Bilingual (English/Spanish) required.
  • 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.

Skills

• 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.
• 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.
• Experience working with an ethnically, culturally, and racially diverse work staff.
• 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 to 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 deal effectively with stress relating to the changing organizational, personnel, and healthcare environment.
• Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities.
• Ability 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.
• Ability to multi-task, prioritize activities, and manage time effectively.
• Exceptional follow-through on tasks and assignments.

Physical Requirements / Environmental Conditions

• Perform the following with or without reasonable accommodations:
  • Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.
  • Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound.
  • Perform repetitive motions with wrists, hands, and fingers.
  • Ability to exert up to 50 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects.
  • Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks, as well as inspect and analyze.
  • Ability to work and concentrate amidst distractions such as noise, conversation, and foot traffic; ability to handle interruptions often and be able to move from one task to another.
  • While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.

Pay

This role has a starting hourly base of $21.70. 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)
• Disability (Short Term & Long Term)
• Training & Development
• Parental Leave
• Longevity Pay