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. 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. Verify client demographics, relevant insurance eligibility, and eligibility for services.
• 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. Assist with inquiries regarding eligibility, insurance coverage or navigation, referrals, authorizations, and benefits, as appropriate. Assist clients, providers, and family members with forms, paperwork, and general service needs. Enter new and updated client information into our client database system.
• 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.
• Work through a lens of understanding how God’s Love We Deliver’s work fits within the larger healthcare and social service context.
• 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.

About You

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.

Preferred