Program Services Client Navigator

The organization is a nonsectarian provider serving the New York metropolitan area, specializing in life-sustaining meals and nutrition counseling for individuals living with severe illnesses. Originally focused on HIV/AIDS, the organization now supports clients living with more than 200 different diagnoses. Its services include medically tailored meals designed around individual health needs, support from registered dietitians, and unlimited nutrition counseling. The organization also extends meal support to clients’ families, including children and senior caregivers, with services provided at no cost.

About the Role

The Program Services Client Navigator helps expand access to the organization’s services by enrolling eligible clients and maintaining meaningful engagement throughout their care journey. This role serves as a key connection between clients, healthcare providers, social service organizations, and internal teams. The position combines client navigation, intake coordination, resource connection, and ongoing support while ensuring clients receive compassionate, accurate, and comprehensive assistance.

Responsibilities

• Enroll and engage eligible applicants in programs through collaboration with clinicians, social service providers, and community members.
• Manage high-volume inbound and outbound calls while providing quality customer support by phone and email.
• Serve as the primary contact for assigned clients and their support networks.
• Coordinate communication among clients, caregivers, healthcare providers, and social service agencies.
• Provide accurate program information and verify client demographics, insurance coverage, and eligibility.
• Build trusting relationships with clients and provide compassionate support through illness-related challenges.
• Collaborate with clinical and administrative teams to ensure a seamless client experience.
• Respond to inquiries regarding eligibility, insurance, referrals, authorizations, and benefits.
• Assist clients and providers with forms, paperwork, and service-related needs.
• Maintain accurate and up-to-date client information in organizational databases.
• Coordinate screenings and referrals to social care services and community resources.
• Support clients with complex needs by collaborating with internal teams and community partners.
• Maintain electronic records in accordance with organizational and regulatory requirements.
• Develop and maintain relationships with referral partners.
• Understand the organization’s role within the broader healthcare and social services system.
• Verify submitted information for accuracy and follow up on missing or incomplete information.
• Maintain timely and confidential documentation of client interactions and services provided.
• Identify barriers to care, including insurance, transportation, food insecurity, language, housing, and financial challenges.
• Collaborate across departments and appropriately escalate urgent or high-priority issues.

Requirements

• 3–5 years of client- or patient-facing experience in healthcare or social services, including patient navigation, case management, community health, or healthcare coordination.
• Experience conducting client or patient intakes, preferably in a healthcare setting.
• Strong communication, active listening, relationship-building, and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Must reside in the Capitol Region.
• Comfortable working remotely and traveling as required.
• Self-motivated and capable of completing daily reporting requirements.