Peer Ambassador

CLASSIFICATION SUMMARY:

Volunteers of America Southwests (VOASW) Enhanced Care Management (ECM) program provides a whole person approach to care for Medi-Cal beneficiaries. VOASW believes in individualizing services based on need and what works best for the member, thus through care management and care coordination we asses need and connect individuals to services and resources most appropriate for them. By individualizing services, we hope every member can improve their quality of life, establish a support system and develop healthy living choices. The Peer Advocate plays an integral role ensuring that ECM services are individualized and appropriate. Peer Advocates have knowledge or personal experience with both medical and non-medical issues common among the population served. Peer advocates understand Medi-Cal benefits and services and have relationships with community providers. Peer Advocates build strong relationships with clients in order to help clients stay engaged in care and are committed to removing the members barriers by helping them navigate through the health care systems, and promoting client health. They work closely with the Care Team, which include Community Health Workers, Care Managers, doctors, nurses, and other clinical staff.

1. ESSENTIAL DUITES AND RESPONSIBILITES:

• Provides support by drawing on own experiences and professional skills to build a trusting relationship with members

• Serves as a mentor and role model to members

• Establishes close relationships with members

• Assist care team in developing care plan and care coordination to help member access care and services

• Visits clients homes as needed

• Accompany clients to medical appointments, when required

• Deliver in-home weekly or monthly health education

• Communicate with Care Team members (Care Coordinators, primary care physicians and other health care providers) to facilitate client care

• Identify resources for clients to overcome barriers to care, such as transportation, housing, and childcare arrangements

• Provide resources and education to help member build skills related to healthy lifestyle choices

• Remain aware of current services offered by Medi-Cal and local providers, such as mental health, housing, and employment assistance

• Maintain strict confidentiality in accordance with agency policies

• May meet with clients after primary care physician appointments to review and update care plan with the Care Coordinator Organizational duties:

• Maintain documentation of all client encounters and complete reporting requirements according to organization standards

• Track client information, schedules, files, and forms in a confidential manner

• Track client attendance at medical appointments and patient navigation sessions and initiate outreach and missed appointment procedures, as necessary

STANDARDS OF EXCELLENCE:

• Processes requested or needed information on or before expected deadline. Information provided and received (operational and financial) is error-free and responsive to requests.

• Demonstrates and maintains competency in the specialty or discipline for which position is responsible.

• Demonstrates ethics, courtesy and respect, and creates an approachable environment.

• Identifies options and solutions to a problem when confronted with a challenge.

• Looks at rationale associated with each situation to determine and verify the logic and correctness based on historical or current data.

• Maintains confidentiality, uses good judgement and continually keeps Lead Care Manager /Director updated on any unusual or emergency situations.

• Provides excellent customer services to internal and external customers

CREDENTIALS, ABILITIES & EXPERIENCE:

Personal characteristics and skills:

• Commitment to the mission of care coordination.

• Passionate, trustworthy, and empathetic when working with clients.

• Ability to build relationships with different types of people, including clients, organization members, and health care providers.

• Good communication and interpersonal skills and ability to speak concisely to clients and care team members.

• Organized with confidential material and appointment tracking.

• Flexible and adaptable in response to changing member and health care providers needs.

Education and experience:

• Minimum high school degree or some college education.

• Candidate must be a current or former Medi-Cal beneficiary and/or currently or formerly homeless.

• Strong understanding of cultural competency with the target population.

• Bilingual (English/Spanish) preferred.

• Computer literacy desirable.

Physical requirements:

• Physical demands associated with office work.

• Extensive local travel.

• Some evening and weekend work required.