Healing Navigator

Position Summary

The Healing Navigator partners with guests after their clinical evaluation to help them understand their recommended care pathway and confidently move forward with treatment. This role requires someone who can build trust quickly, communicate with sincerity and confidence, explain value clearly, address hesitation with empathy, and guide decisions without pressure.

Key Performance Expectations (KPIs)

• Treatment Start Rate: ≥ 70%
• Healing Pathway Initiation Within 60 Days: ≥ 70%
• Same-Day Treatment Scheduling Rate: ≥ 60%
• Treatment Drop-Off Rate: < 20%
• Guest Satisfaction (CSAT): ≥ 4.7

Core Responsibilities

• Healing Pathway Guidance: Meet with guests following clinical evaluation or recommendation. Review and explain recommended treatment pathways clearly and confidently. Help guests understand the purpose, value, and expected outcomes of their care plan. Guide guests toward the most appropriate next step in their healing journey.
• Value Communication & Treatment Conversion: Translate clinical recommendations into clear, meaningful benefits for the guest. Help guests understand why treatment matters and why moving forward now is important. Address hesitation, uncertainty, or objections with empathy and confidence. Use consultative sales skills to move guests from interest or uncertainty into action. Support guests in making informed and timely decisions about care.
• Guest Connection & Reassurance: Build genuine, sincere connection with guests. Create an emotionally safe and supportive environment for decision-making. Ensure guests feel loved, heard, and safe throughout the conversation. Listen deeply and respond to both spoken and unspoken concerns.
• Treatment Start Coordination: Schedule treatment services and follow-up appointments. Coordinate next steps with providers, clinical teams, and Coverage Concierge. Ensure guests leave with a clear and actionable plan. Remove administrative or communication barriers that could delay treatment.
• Collaboration & Care Team Alignment: Work closely with providers to understand recommended pathways. Partner with Coverage Concierge to ensure financial clarity supports treatment start. Coordinate with Guest Experience Coordinators and clinic staff to support seamless transitions. Document treatment decisions, barriers, and follow-up plans clearly.

The Type Of Person Who Thrives In This Role

This role is ideal for someone who is both deeply relational and performance-oriented. The strongest candidates often come from backgrounds such as high-end hospitality or concierge environments, treatment coordination in healthcare or dental specialty practices, consultative sales roles with a service mindset, luxury client experience roles, patient education / navigation roles with strong conversion skills. You will thrive in this role if you naturally connect with people and earn trust quickly, are warm, sincere, and emotionally intelligent, are confident discussing value and guiding decisions, can explain complex recommendations in simple, compelling language, are comfortable with performance expectations and measurable outcomes, understand that helping someone move forward is a service, not pressure, enjoy the intersection of hospitality, education, and conversion, stay composed and persuasive even when guests are uncertain or hesitant.

Required Skills & Experience

• 2–5+ years of experience in hospitality, healthcare coordination, treatment coordination, consultative sales, or high-touch client service
• Strong interpersonal and verbal communication skills
• Proven ability to build trust and influence decisions ethically
• Ability to explain complex services or recommendations clearly
• Strong emotional intelligence and active listening skills
• Excellent follow-through, organization, and documentation habits

Preferred Experience

• Experience in healthcare, specialty medicine, dental specialty, or wellness settings
• Experience in treatment coordination or case presentation
• Experience in sales, membership conversion, or consultative service roles
• Experience discussing financial responsibility, treatment plans, or long-term care pathways

Benefits

• Competitive compensation + performance bonus
• Medical, dental, vision insurance
• 401(k)
• Unlimited PTO + paid holidays
• PTO to Celebrate of your 1st Breath (Birthday)
• Performance Bonus between $10,000 - $20,000