Client Navigator

Description

Client Navigator

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

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 trans