Program Services Client Navigator

Responsibilities

• Responsible for the enrollment and engagement of all eligible applicants to our programs.
• Engage with clinicians, social service providers, and community members to vet and enroll eligible clients for services.
• Handle high-volume inbound and outbound calls in a call center environment.
• Provide high-quality customer support to our many existing and prospective clients via phone and email, from initial inquiry to issue resolution in a time-sensitive environment.
• Develop and exercise expertise in our programs and their requirements, while adhering to established guidelines and procedures for onboarding and maintaining clients and track activities with detail-oriented data entry.
• Serve as the primary point of contact for assigned clients and their networks.
• Connect clients to internal programs and external community-based resources.
• Cook and home deliver the specific, nutritious meals a client’s severe illness and treatment so urgently require.
• Coordinate communication among clients, caregivers, healthcare providers, case managers, and social service agencies.
• Provide clients, clinicians, and referrers with accurate information regarding services, programmatic details regarding eligibility, and service continuity.
• Create a rapport with our clients, drawing from a place of compassion and empathy, to support them through challenges brought on by their life-altering illnesses.
• Address client and provider inquiries with professionalism, empathy, and urgency.
• Collaborate with clinical and administrative teams at community-based organizations or healthcare organizations to ensure seamless client and provider experience.
• Aid clients, providers, and family members with forms, paperwork, and general service needs.
• Enter new and updated client information into our client database system.
• Cook and home deliver the specific, nutritious meals a client’s severe illness and treatment so urgently require.
• Coordinate potentially eligible individuals for screenings and navigation for referrals to social care services, including nutritional support services.
• Connect individuals with appropriate community resources including healthcare providers, social service agencies, food assistance programs, housing resources, transportation services, and other support organizations.
• Collaborate with team members, partner-based navigators, community health workers, healthcare providers, and community organizations to support clients with complex needs.
• Maintain and update electronic records of applications, correspondence, and intake activities in compliance with organizational and regulatory standards.
• Maintain a portfolio of referral partners by developing expertise in their services and needs, monitoring application status and reporting, and cultivating responsive, collaborative relationships with partner organization staff.
• Verify the accuracy of submitted information and follow up with clients for clarification or additional documentation as needed.
• Possess an acute attention to detail necessary to recognize errors and inaccuracies in referral paperwork, etc.
• Maintain accurate, timely, and confidential documentation of client interactions, referrals, outcomes, and services provided.
• Identify barriers to care, such as insurance issues, transportation, food insecurity, language needs, housing instability, or financial concerns.
• Recognize and support the importance of working with other staff across departments as a team serving a common goal.
• Identify and escalate priority issues.

Qualifications

• At least 3-5 years of client- or patient-facing experience in healthcare or social services, including areas such as patient navigation, care/case management, community health, healthcare coordination, or related fields.
• Experience performing intakes, preferably in a healthcare environment.
• Strong communication, listening, relationship-building, and problem-solving skills.
• Strong organizational skills and ability to manage multiple client needs and follow-up tasks in a high-volume, time-sensitive environment.
• Demonstrated customer service skills with an ability to work with sensitivity across diverse cultures, backgrounds, and health literacy levels.
• Experience using a client database.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint).
• Inherently empathetic; can bring abundant patience, compassion, and listening skills to understand client needs and respond effectively.
• Must be able to learn quickly to acquire the knowledge to answer client or provider questions accurately.
• Bachelor’s degree in social work, public health, healthcare administration, human services, or a related field.
• Experience with a Customer Relationship Management (CRM) system such as Salesforce.