Client Experience Navigator (Case Manager)

Job Summary:

At REE Medical, our Client Experience Navigators serve as dedicated case managers for the veterans and clients we support. Navigators guide each client through the medical evidence process, ensuring their journey is smooth, informed, and compassionate from start to finish.

They are the primary point of contact throughout the case, helping clients understand every step of the process, coordinating across departments, and ensuring all documentation is accurate, complete, and compliant. This role requires empathy, strong communication, and exceptional organizational skills to manage multiple cases while maintaining the highest standards of quality and care.

Successful Navigators approach their work with compassion, professionalism, and a deep sense of responsibility for client outcomes. They collaborate closely with colleagues across multiple departments to ensure every client receives the timely, high-quality support they deserve.

What is expected in this Role:

• 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

What you need in this role to be successful: 

• 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.

How Success Is Measured

• Timely case completion rates
• Documentation accuracy and compliance
• Client satisfaction and feedback
• Responsiveness and communication quality
• Collaboration with internal departments

Benefits

What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- 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

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companyw