CLIENT SERVICES REPRESENTATIVE DEFINITION:
Under general direction of a supervisory officer, promotes and initiates client advocacy, receives, investigates and makes recommendations concerning client complaints and members of their family to ensure the protection of client rights; does related work as required.
EXAMPLES OF WORK:
Screens all client complaints directed to his/her office, investigates the complaints, and recommends and/or takes necessary actions to resolve complaint to client's satisfaction.
When requested, will assist professional staff by explaining to clients the nature of their treatment and the risks involved and informs them of their right to withhold consent to such treatment.
Responsible for maintaining confidentiality of all information obtained when reviewing clinical records.
Clarifies policies, procedures, and services for the clients.
Stimulates the lines of communication and the flow of information between the clients, all disciplines, and management staff.
Provides protection for the client from official error, abuse or neglect and functions as a preventive influence by providing a means by which the patient can ventilate his feelings.
Visits resident area on a frequent basis and discusses complaints with clients and/or staff and attempts to resolve them by recommendations, negotiations, direct action or appropriate referral.
Recommends administrative changes and statutory changes to deal with unresolved problems concerning clients, their rights, etc.
Advises the Executive staff in complex questions of clients, especially those problems arising from interpretations of federal laws, rules and regulations, as well as the New Jersey State Constitution and other consumer rights laws, policies and regulations.
Promotes better public awareness of advocacy services, interprets the role of Client Representative within the hospital and in state service within the Department of Human Services.
Submits reports to the Chief Executive Officer and other Officers in the following circumstances:
Patient abuse, client, family and/or community complaints or employee complaints regarding client care.
Submits monthly statistical reports to the Chief Executive Officer and other reports as required.
Prepares correspondence and reports and maintains appropriate files and records pertaining to patient problems and complaints.
Prepares and directs the preparation of clear, sound, accurate and informative reports containing findings, analyses, conclusions and recommendations.
Establishes and supervises the maintenance of essential records and files.
May be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office or related units.
REQUIREMENTS:
NOTE: Applicants must meet one of the following or a combination of both experience and education. Thirty (30) semester hour credits are equal to one (1) year of relevant experience.
Six (6) years of professional experience providing direct and/or support services to the persons and families in need of social services.
OR
Possession of a bachelor's degree from an accredited college or university; and two (2) years of the above-mentioned professional experience.
NOTE: "Professional experience" refers to work that is creative, analytical, evaluative, and interpretive; requires a range and depth of specialized knowledge of the profession's principles, concepts, theories, and practices; and is performed with the authority to act according to one's own judgment and make accurate and informed decisions.
LICENSE:
Appointee will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of the varied problems of social service agencies and community health centers or acute and long term care facilities.
Knowledge of modern principles and practices of social work.
Knowledge of the purposes, policies, standards and procedures of a social service agency involved in the care and welfare of clients.
Ability to acquire knowledge of the organization, objectives and activities of various sections within the organization.
Ability to acquire a knowledge of the appropriate rules, regulations, policies and procedures of the agency and the functions, responsibilities, organization and operation thereof.
Ability to acquire a knowledge of the laws of New Jersey and pertinent regulations of the Federal Government pertaining to clients.
Ability to analyze internal and external operations of the social service agency with a view toward discovering how improvements may be made in the handling of clients and their rights.
Ability to establish and maintain cooperative working relationships with personnel as well as individuals in the community.
Ability to confer with representatives from the Division and to receive and deliver oral and written information and reports.
Ability to objectively review, analyze and maintain confidentiality of information found in clinical records.
Ability to analyze rules, regulations, and procedures and apply them with consistency to individual cases.
Ability to make correct appraisal based on factual information.
Ability to establish and supervise the maintenance of essential records and files.
Ability to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office or related units.
Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
Persons with mental or physical disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
CODES: P21- 00632 JMR 9/17/93
