NIHB Client Navigator

NATIONAL OCCUPATION CODE 42201

POSITION TYPE FULL-TIME

Position Overview

The NIHB Client Navigator assists eligible First Nations and Inuit Clients in navigating the NIHB Program and related Provincial / Territorial programs and services; supports First Nation and Inuit Clients and Communities in increasing awareness of health access issues; and identifies ways of improving health services for First Nations and Inuit Clients.

Duties and responsibilities.

• Serve as a point of contact for all First Nation Communities, Organizations, and / or Individuals to facilitate access to the NIHB Program, provide information, and collect Client feedback and concerns relating to NIHB and partner service providers.
• Provide support to address NIHB denials and appeals for all NIHB Clients, regardless of First Nation Community affiliation.
• Collaborate with the NIHB regional office on programs / projects / initiatives that would improve awareness of and access to the NIHB Program and better integrate health services.
• Liaise with First Nation / Inuit representatives, Federal / Provincial / Territorial health services, professional organizations, and health services providers to assist eligible clients in navigating the NIHB Program.
• Develop a communication strategy and implement approaches to improve First Nation / Inuit Client awareness and understanding of the NIHB Program (i.e. distribute NIHB Program materials / documentation; develop and distribute SERDC-relevant materials / documentation to all relevant stakeholders).
• Promote understanding of the role of the NIHB Navigator among all First Nation Communities, Provincial / Territorial agencies, health care providers in the region, and other relevant Organizations (i.e. participation in working groups).
• Develop and maintain a network of contacts to strengthen relationships with stakeholders, healthcare service providers, and Federal / Provincial / Territorial partners.
• Identify training needs and opportunities for improving access to health services and health outcomes (e.g., training for NIHB Clients, healthcare providers, service providers, First Nation Community program staff, etc.).
• Complete the Program Activity reporting requirements and utilize reporting templates, guides and data collection tools provided by the NIHB regional office.
• Ensure compliance with the contribution agreement financial reporting and budget limits.
• Be the main point of contact for all Client complaints / concerns regarding NIHB service providers, i.e. commercial bus, commercial airline, in-city transportation, accommodation, and meal providers.
• Liaise with NIHB service providers to address Client complaints / concerns to resolve the issue to Client satisfaction and work with the service provider to implement solutions to prevent the issue in the future.
• Assist Clients in filing a complaint with the appropriate authority when the Client's complaints / concerns relate to health / safety (e.g., hotel cleanliness, food establishment cleanliness, transportation safety issues).
• Assist Clients in working with their First Nation Community to address Community concerns raised by the Clients, including paperwork / documentation required for medical relocation or housing-related issues within the First Nation Community.
• Work with First Nation Communities to streamline processes within the Community Medical Transportation Program (i.e. assist with implementation Requirements of the accommodation pre-booking process, assist with implementation of online booking with service providers, when applicable, etc.).
• Assist Clients to access available Mental Wellness related services when the required care / treatment is not eligible under the NIHB program by liaising with other Federal / Provincial / Territorial / Community Programs / services / providers.
• Prepare and provide information / education sessions to Clients / First Nation Communities / stakeholders regarding the NIHB Program presentations at First Nation Community Meetings, etc.)
• Develop and implement a plan to reach the urban and homeless NIHB Client populations to ensure they have access to all services / resources outlined above.
• All other related duties assigned by your supervisor and the leadership of SERDC.

Requirements