Client Navigator

Client Navigator

The Client Navigator is the single, go-to guide for every prospective client, from the first call or web form to the moment they walk through our doors. Navigators triage needs, verify funding, remove barriers, and coordinate scheduling and transportation, and document each step in Zendesk, Monday.com, and Best Notes.

This role ensures that every person receives one client, one guide, one outcome, regardless of program type (Adult RTC, Youth RTC, Parents-with-Children, Mental Health, or Outpatient). Navigators work in close partnership with Business Development Specialists, Schedulers, Drivers, and Supervisors to make entry into care seamless and person-centered.

Key Responsibilities

1 — Client Engagement & Relationship Management

• Contact all new leads within 15 business hours via preferred communication channel.
• Use warm, validating language consistent with Odyssey's trauma-informed scripts.
• Maintain engagement until the client is enrolled, declines, or is formally closed.

2 — Assessment & Eligibility Verification

• Conduct phone-based screenings, funding checks, and priority scoring.
• Gather and verify documents (Medicaid, VOB, ID, residency, custody, immunizations, etc.) using program-specific checklists.
• Document funding status and pursue coverage solutions per Funding Guardrails procedure.

3 — Scheduling & Coordination

• Schedule intakes, medical clearances, and transportation through Monday.com.
• Launch Driver or Business Development Specialist tasks with clear notes and deadlines.
• Track real-time bed or slot availability and move clients forward the moment space opens.

4 — Documentation & Data Integrity

• Log all client interactions in Zendesk and copy concise, objective summaries into BESTNotes within 24 hours.
• Maintain current statuses, next-contact dates, and outcome notes in the Navigator Tracker board.
• Audit personal caseloads weekly for accuracy and completion.

5 — Collaboration & Warm Handoffs

• Introduce Drivers or Business Development Specialists in the same message thread for continuity.
• Confirm completion of delegated tasks within 24 hours.
• Provide timely updates to referral partners and courts while maintaining confidentiality.

6 — Field Support & Flexibility

• When assigned by a Supervisor, support limited field tasks (e.g., document drop-offs, ID collection) with a Business Development Specialist.
• Provide coverage for Scheduler, Driver, or call-queue duties during low-volume periods or absences.

Routine Calendar of Duties

Daily

• Check Zendesk, voicemail, and text queues by 9 a.m. and 2 p.m.
• Make first contact with all new leads and update Monday.com.
• Complete Best Notes documentation before shift end.
• Attend morning huddle to review caseload and barriers.
• Confirm next-day intakes, transportation, and medical clearances.

Weekly

• Provide case updates to Supervisor on all open clients.
• Audit at least four charts for documentation completeness.
• Participate in one case conference with Business Development, Drivers, and Schedulers.
• Re-engage stalled leads or submit for Supervisor closure review.

Monthly

• Pull personal KPI report (response time, conversion rate, documentation compliance).
• Present two process-improvement ideas at team meeting.
• Shadow one program group (RTC, PwC, MH, or OP) for fluency.
• Assist Supervisor in compiling monthly admissions summary for leadership.

Qualifications & Skills

? Minimum one year in admissions, behavioral health, case management, or customer-service role.

? Strong verbal and written communication; skilled at de-escalation and rapport-building.

? Knowledge of SUD/MH terminology, family systems, and program eligibility requirements.

? Proficiency with Microsoft Office or Google Workspace and comfort using Zendesk, Monday.com, and BestNotes.

? Valid driver's license and reliable transportation for occasional field assignments.

? Bilingual (Spanish/English) or other high-need language preferred.

Work Environment & Expectations

? 40 hours per week onsite at the Admissions office; no remote shifts.

? Core schedule: Monday–Friday, 9 a.m.–5 p.m., with flexibility for high-acuity or evening intakes.

? Daily collaboration with Navigators, Business Development Specialists, Drivers, Schedulers, and Supervisors.

? Expected to meet documentation timeframes, attend huddles, and model trauma-informed, culturally responsive communication.

Requirements

All employees of Odyssey House are required to adhere to: Odyssey House mission, philosophy, and scope of service; Division of Human Services Code of Conduct and all other relevant service contract requirement standards; ensuring a safe environment for all clients and staff; providing exemplary customer service to both internal and external customers; fostering a positive work environment; ensuring high-quality client care within the scope of the assigned position.

Each employee is expected to clearly understand roles and responsibilities regarding the following: Specific job position, time management, personnel file requirements, client record system, incident reporting, mandatory training requirements, maintaining proper client boundaries, and individual rights of clients and staff.

Pre-Employment Requirements:

Employment offers are contingent upon successful completion of required pre-employment screenings, which may include background checks, fingerprinting, applicable sex offender registry screenings for Adult Residential roles, and other position-related verifications. Roles requiring driving are subject to a Motor Vehicle Record (MVR) review and valid Utah driver's license.

EEOC Statement: Odyssey House is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.