Summary

The Parent Advocate provides unconditional, non-judgmental support to assigned parents participating with “MCCW” Medically Complex Children Waiver. The Parent Advocate monitors the family satisfaction of waiver services by having monthly contact with families.

• Provide monthly parent support to assigned participating waiver parents via telephone contact.
• Be responsive to calls from families who express concerns/complaints and direct them to the appropriate supervisor.
• Participate in activities, service plan meetings, etc., as requested by families and/or staff.
• Complete all necessary paperwork in a timely manner in accordance with policies and procedures.
• Maintain a spreadsheet of all calls completed and outcomes for Quality Improvement (QI)
• Place new participant calls to all newly enrolled members and their assigned Primary Care Physician’s office and send out MCCW information to parents as needed.
• Participate, when requested, in initial intakes/contacts with referred families.
• When requested, maintain regular contact with families on the waiting list. (If possible)
• Attend trainings/workshops as requested by the Care Advocate Manager.
• Quality Assurance to include assisting with Care Advocate after visit follow-up call at the direction of the CA Manager
• Overflow/be a backup contact for the Care Advocate during PTO and during peaks in high volume.
• Assist parents in resolving complex medical bills (with the approval from the CA Manager).

Supervisory Responsibilities:   None

Knowledge/Skills:

Knowledge of MCCW policies and procedures. Knowledge of computer systems and applications. Skill in gathering interpreting and reporting information. Skill in written and verbal communication. Ability to exercise initiative, problem-solving, and decision-making.

• One year of experience as an MCCW Advocate or relevant job experience is preferred.
• Proficiency in data entry skills
• Strong customer service/telephone skills
• Empathy and compassion is a must.
• Must have a High School Diploma or GED, (preference given to those who have experience working with children with medically complex conditions.

Certificates, Licenses, Registrations: None required

Computer Skills:
Proficiency using software programs such as MS Word, ACCESS, PowerPoint, Excel and Outlook.

Environmental Factors/Physical Demands:
Work is performed in an office and home environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input, and retrieve information from the computer system; enter alpha-numeric data into a computerized system, often while listening on the telephone. May be subject to repetitive motion such as typing, data entry, and vision to monitor. May be subject to bending, reaching, kneeling, stooping, and lifting up to thirty (30) pounds.

Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
• Adheres to the policies and procedures of Community Health Solutions
• Maintains strict confidentiality of client, company, and personnel information
• Demonstrates a strong commitment to the mission and values of the organization
• Adheres to company attendance standards
• Performs other duties as assigned by the Care Advocate Manager as the position develops.

Community Health Solutions is a drug-free, smoke-free workplace, and participation in random/post-incident drug testing is required.

At-Will Employment (South Carolina):
Employment with Community Health Solutions is “at-will.” This means that employment is for an indefinite period of time and may be terminated by either the employee or the employer at any time, with or without cause or notice, and for any reason or no reason at all, in accordance with South Carolina law. Nothing in this job description or any other document should be interpreted as a contract of employment.