Client Experience Navigator, Case Manager

Role Overview

• Act as the client’s advocate and case manager, guiding them through each phase of their case lifecycle with care, clarity, and precision.
• Establish trust quickly with new clients, clearly explaining the process, expectations, and timelines in tandem with professionally conducting the handoff between intake coordinators and navigation departments.
• Maintain ongoing communication through calls, emails, and check-ins, ensuring clients remain informed and supported.
• Anticipate client needs, address challenges proactively, and ensure all cases progress efficiently.
• Coordinate all case activities and documentation.
• Collaborate with internal departments such as Sales, Medical Services, Client Review, and Health Information Management to move each case forward.
• Track progress across every stage of the process, ensuring all required documentation is complete, accurate, and compliant.
• Maintain up-to-date records while safeguarding all personal and health information in accordance with privacy regulations.
• Problem-solve and manage complex situations.
• Identify potential delays or barriers early and work with leadership to resolve them.
• Support clients through sensitive or emotionally challenging moments with empathy and professionalism.
• Escalate issues appropriately when additional review or leadership involvement is required.
• Contribute to continuous improvement.
• Provide feedback and insights to help improve internal processes and client communication.
• Participate in discussions and initiatives focused on enhancing the overall client experience and team efficiency.

Requirements

• 2+ years of experience in case management, client coordination, or administrative support within a medical, healthcare, or service-oriented organization.
• Proficiency in Microsoft Office Suite and experience navigating multiple systems (Salesforce, ZoHo, Slack, Teams, etc.).
• Exceptional organization, time management, and multitasking skills with a strong attention to detail.
• Demonstrated empathy, professionalism, and communication skills when working with clients in sensitive or complex situations.
• Comfort working in a high-volume environment and managing multiple cases simultaneously.
• Analytical and problem-solving mindset, with the ability to identify and resolve issues proactively.
• Experience working with or supporting the veteran community or VA processes is a strong plus.
• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.

Benefits

• Competitive salary: $28/hour
• $30/hour depending on experience.
• Health, dental, and vision insurance with Company-sponsored Life Insurance
• Retirement savings plan with company match
• Vacation time off, sick time off, and holidays
• Ongoing training and development programs
• Opportunities for advancement within the company
• Flexible work schedules
• Remote first environment with companywide conferences annually
• Employee assistance program for personal and family well-being
• Employee discounts on products and services through Insperity
• Recognition programs for outstanding performance
• Company-sponsored social events and activities