Client Navigator
Odyssey House Inc.
Summary
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.
Job description
Position Summary
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
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.
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.
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.
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.
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.
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.
Requirements
- Clinical triage and risk recognition: quickly identify medical, withdrawal, or psychiatric risk and escalate when needed
- Funding and eligibility verification: confirm insurance or benefits, request verifications of benefits, and follow funder requirements for admissions
- Accurate documentation: create and maintain timely, audit-ready intake records and logs
- Appropriateness screening: determine whether referrals meet program criteria and identify exclusionary issues
- Basic crisis response and safety planning: implement immediate safety steps and route to licensed staff when appropriate
- Electronic health record familiarity: enter intakes, upload attachments, and maintain charts
- Eligibility portals and payer systems: run eligibility checks and save proof of coverage
- Task board and ticketing systems: use a shared board or CRM to track referrals, statuses, and handoffs
- Basic office software: email, spreadsheets, and document management
- Bed and slot management: coordinate calendars, waitlists, and fill strategies to minimize vacancy
- Transportation and field coordination: arrange pick-ups, transfers, and logistics for out-of-area placements
- Records and collateral gathering: request and consolidate medical, legal, and partner documentation before admission
- Trauma-informed and motivational communication: engage clients with empathy and reduce barriers to admission
- Clear, professional phone and written communication: provide warm handoffs to clinical and field teams
- Customer-service orientation: keep clients and referral partners informed and reduce no-shows or drop-offs
- HIPAA and privacy awareness: protect protected health information and follow confidentiality rules
- Knowledge of funder rules and documentation standards: ensure admissions meet payer requirements to avoid denials
- Partner relationship management: coordinate with hospitals, courts, case managers, or business development specialists to streamline referrals
- Valid Utah driver's license for roles requiring driving
Benefits
- Medical, Dental & Vision
- Life Insurance
- Disability Insurance
- Flexible Spending Account
- 403(b) Retirement Plan
- Paid Time Off
- Sick Leave Rollover
- Sabbatical Program
- Employee Assistance Program
- Tuition Reimbursement
- Continuing Education
- Transit Pass
- Monthly Incentives
- Casual Work Environment
Company overview
Odyssey House Inc. is a prominent mental health care organization specializing in comprehensive treatment services for individuals struggling with mental health disorders and substance abuse issues. The organization operates as a healthcare provider offering a continuum of care that includes residential treatment programs, outpatient services, counseling, and rehabilitation support. Odyssey House focuses on evidence-based therapeutic approaches to help clients achieve recovery and improve their quality of life. Their services typically encompass psychiatric evaluation, individual and group therapy, medication management, life skills training, and aftercare planning. The organization is committed to providing accessible, compassionate care while addressing the complex needs of individuals with co-occurring mental health and substance use disorders. Odyssey House plays a vital role in community mental health services, working to reduce stigma and promote holistic wellness through integrated treatment models that support long-term recovery and successful community reintegration.