Principal Duties:
1. Obtains social history related to medical problems and planning through interviews with patients and families. Identifies, interprets, and assists in the resolution of social and obtaining maximum benefits from healthcare services. Serves as liaison between the healthcare team, patient, family, and appropriate outside agencies.
2. Helps patients obtain medical assistance, medications, and travel assistance to clinic appointments. Schedules psychiatry consults in the clinic and assists in referrals to specialists or to the adult Sickle Cell Infusion Center. Collaborates with insurance companies to obtain authorizations for patient services, referrals, and pharmaceuticals. Serves as contact person for case managers.
3. Documents patient encounters in the electronic medical records system.
4. Collects data and collaborates with the preparation of reports for grant requirements and es monthly reports.
5. Collaborates with health care providers and other community agencies in developing comprehensive follow up and support systems for adults with sickle cell disease. Assists in obtaining resources for dental and vision care and housing. Assists with crisis intervention.
6. Works with patients in the UM CAP Sickle Cell Infusion Center, facilitates transfers the Johns Hopkins Sickle Cell Outpatient Clinics and transitions patients from Children's National Sickle Cell clinics, and the inpatient hospital.
7. Responsible for communication with donors. Responsible for outreach activities and mailings (newsletters, fliers).
8. Scope of Responsibility: Knows the informal policies, procedures, and practices necessary to conduct the normal function of a specific section, unit, or work area. Is aware of the role of the position and its potential impact on the working unit.
9. Decision Making: Carries out duties and responsibilities with limited supervision. Makes decisions and establishes work priorities on essentially procedure-oriented operations. Engages in regular and continuous decision making having limited impact on people, costs, and/or quality of service.
10. Communication: Exchanges routine information in an appropriate manner requiring good oral and written communication skills.
11. Attend clinic meetings and other meetings with program leadership.
12. Is credentialed for billing and establishes counseling appointments.
Other duties may be assigned by the employee's immediate supervisor, division management, or a healthcare provider in order to ensure an efficient office that will assist the Division in fulfilling its mission

Customer Service:
1. Shows professionalism in person and on the telephone with coworkers, patients, visitors, and supervisors.
2. Utilizes proper telephone etiquette. Warmly greets patients and visitors.
3. Handles and resolves patient complaints non-defensively and without blame to other employees. Seeks to satisfy a dissatisfied customer.
4. Is generous in assisting and supporting others. Participates in coverage of the Sickle Cell Clinic.
5. Is sensitive to the interrelationship of both people and functions within the department.

Communication Etiquette:
1. Respectful, courteous, and professional in all forms of communication and follows the facility's service communication protocol in all interactions.
2. Refrains from use of personal cell phones in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department, and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If the caller is transferred, give the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, includes name and department, and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always be mindful of voice and language in public.

Self-Management:
1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows UMCAP safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement
7. Adheres to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards.
8. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences.
9. Provides notification of absences, lateness and vacation requests according to department guidelines.
10. Respects length of time for lunch and break times.

POSITION REQUIREMENTS:

Licensure/Certification/Registration
* Requires Master of Social Work
Licensed Clinical Social Worker - Certified Maryland license
* Skills in the following areas important: health care education, ability to work in a team setting and independently and ability to speak Native language
* Experience: One year of related work experience required
* Licensure, Certification, Registration: Licensed Social Work Associate

Experience (years):

Required: 1 - 3 years Preferred: 3 - 5 years
Experience (describe required & preferred): Minimum of 1 year in crisis intervention and mental health counseling required. Experience summarizing patient information and documenting psychosocial findings and other patient interactions.

Technical/Clinical Skills
Microsoft Office Suite Skill Level
Word: Intermediate
Excel: Basic
Working knowledge of ICD-10 (Medical Coding)
Basic knowledge and working experience with Medical Terminology

Communication Skills & Abilities
Effective Oral/Written Skills and Provide Empathy
Required Language: English
Preferred: Bilingual