Duties may vary depending on programmatic areas of assignmentConducts outreach to customers referred by HRA for the WeCARE program to schedule clinical assessments and/or to maintain engagement in the program once assigned to an activity (e.g. SSI/SSDI or Vocational Rehabilitation Fast Track)Calls and meets with customers in advance of the clinical assessment or other services to review medical and other health-related documentation and assist customers in collecting documents to be reviewed during the clinical assessment process and/or to comply with program requirements to maximize benefits to the clientsExplains the clinical assessment and other service processes to customers; provides written materials about the WeCARE program and its services, answers questions and explains program benefitsAssesses customer need for accommodations to participate in the clinical assessment process and program activities and takes appropriate action(s) to addressAssists in scheduling Review Physician or Evaluating Clinician activities, as well as external medical, mental health, or substance abuse evaluations with customersConducts additional customer outreach to ensure engagement throughout the clinical assessment and service participation processes Maintains records related to the clinical assessment and service processes in support of assessment and service delivery staff (scans documents, records activities in the management information systems of record)Generates real-time reports related to the clinical assessment and other program component inputs and throughputs to assist management in assigning resources and managing the processEnsures customer files related to clinical assessment and assigned program areas are complete and that all documents are appropriately signed off by health professionals and customers; coordinates with quality assurance staff for customer file reviews related to assessment processesParticipates in team meetings to evaluate and improve clinical assessment and other service processesParticipates in any required training related to the position and its responsibilitiesUnderstands and adheres to HRA policies and procedures and RWS standard operating procedures related to clinical assessments and customer service deliveryProvides assistance to customers in using resource room technology and other services to enhance services and employabilityTracks and reports on customer engagement activitiesAssists customers with resume development, job applications, interviewing skills, and other tools needed to successfully find employmentSupports care managers with scheduling appointments and managing unit calendarsSchedules and prepares for customer workshops, sets up rooms, ensures adequate written and other materials are in placeMaintains the program work areas, ensures they have adequate supplies and are welcoming to customers
