The Client Engagement Advocate (CEA) with MAT Services, under the supervision of the MAT Coordinator, is responsible for client advocacy, information, and referral services related to AUD/OUD prevention, treatment, and recovery. As the first point of contact for clients, the CEA connects them to MAT services, other SFRC programs, and community-based resources to support health and wellness.

The CEA plays a crucial role in the service enrollment process by engaging clients, collecting essential information, advocating for the client and ensuring a smooth transition through a warm handoff to direct service staff.

DUTIES AND RESPONSIBILITIES:

• Initial point of contact for clients providing a warm welcome, ensuring their understanding of the agency and its array of available services, and onboarding of MAT program services.
• Responsible for a thorough understanding of the MAT program in order to convey accurate information to partners, potential clients, and the community.
• Ensure a timely and thorough experience by updating the client intake packet, explaining mandatory forms, and gathering comprehensive client information, including demographics, insurance details, and other pertinent data.
• Performs key functions related to the success of the MAT program at SFRC including patient outreach via telephone, community partner outreach and office encounters, coordination of patient activities, and the appropriate utilization of services.
• Collaborate closely with case manager, healthcare navigator, and others to ensure clients receive streamlined access to wraparound services including advocating for clients with service providers, employers, or others.
• Ensures clients, staff, and community are informed of the rights of persons with a substance use disorder.
• Coordinates with appropriate community resource(s) to ensure overdose prevention education and availability of Narcan.
• Assists the MAT Physician with printing Prescription Monitoring Program (PMP) reports for MAT Program clients.
• Works with administrative assistant to order MAT Program supplies and maintain supply documentation.
• Perform basic administrative/reception function
• Perform Urine Drug Screens as appropriate for MAT Program clients.
• Maintains ethical and confidentiality rules and regulations in accordance with HIPAA/42 CFR Part 2.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Skills/Knowledge/Abilities:

1. Excellent customer service skills.
2. Detail-oriented and organized.
3. Computer literate, including advanced knowledge of Excel and experience with EHR & CRM systems.
4. Works well with diverse populations.
5. Must attend all Mandatory Staff Meetings and/or workshops as required.
6. Must have and maintain a valid New Mexico driver's license, insurance, and a clean driving record.

Education and Experience:

1. Associates and/or training related to human services field with demonstrated skills and competencies in treatment with individuals with a behavioral health diagnosis;
2. At least two years of working with the SUD population in a clinical setting, outpatient setting, or care coordination experience is preferred.
3. Familiarity with other community-based organizations.
4. Bi-lingual/bi-cultural (Spanish/English) preferred.