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About the Role

Seeking a dynamic Client Navigator to join the Program Services team, responsible for enrolling clients into life-changing services with compassion and care, and making an impact across the NY metro area.

Responsibilities

• Responsible for the enrollment and engagement of all eligible applicants.
• Engage with clinicians, social service providers, and community members to vet and enroll eligible clients.
• Handle high-volume inbound and outbound calls in a call center environment.
• Provide high-quality customer support via phone and email, from initial inquiry to issue resolution.
• Develop expertise in programs and their requirements, adhering to established guidelines and procedures.
• Track activities with detail-oriented data entry.
• Serve as the primary point of contact for assigned clients and their networks.
• Connect clients to internal programs and external community-based resources.
• Coordinate communication among clients, caregivers, healthcare providers, case managers, and social service agencies.
• Provide clients, clinicians, and referrers with accurate information regarding services, eligibility, and service continuity.
• Verify client demographics, relevant insurance eligibility, and eligibility for services.
• Create rapport with clients, supporting them through challenges brought on by life-altering illnesses.
• Address client and provider inquiries with professionalism, empathy, and urgency.
• Collaborate with clinical and administrative teams to ensure seamless client and provider experience.
• Assist with inquiries regarding eligibility, insurance coverage or navigation, referrals, authorizations, and benefits.
• Assist clients, providers, and family members with forms, paperwork, and general service needs.
• Enter new and updated client information into the client database system.
• Coordinate potentially eligible individuals for screenings and navigation for referrals to social care services.
• Connect individuals with appropriate community resources including healthcare providers, social service agencies, food assistance programs, housing resources, transportation services, and other support organizations.
• Collaborate with team members, partner-based navigators, community health workers, healthcare providers, and community organizations to support clients with complex needs.
• Maintain and update electronic records of applications, correspondence, and intake activities in compliance with organizational and regulatory standards.
• Maintain a portfolio of referral partners by developing expertise in their services and needs, monitoring application status and reporting, and cultivating responsive, collaborative relationships.
• Understand how God’s Love We Deliver’s work fits within the larger healthcare and social service context.
• Verify the accuracy of submitted information and follow up with clients for clarification or additional documentation.
• Maintain accurate, timely, and confidential documentation of client interactions, referrals, outcomes, and services provided.
• Identify barriers to care, such as insurance issues, transportation, food insecurity, language needs, housing instability, or financial concerns.
• Support the importance of working with other staff across departments as a team serving a common goal.
• Identify and escalate priority issues.

Requirements

• At least 3-5 years of client- or patient-facing experience in healthcare or social services, including areas such as patient navigation, care/case management, community health, healthcare coordination, or related fields.
• Experience performing intakes, preferably in a healthcare environment.
• Strong communication, listening, relationship-building, and problem-solving skills.
• Strong organizational skills and ability to manage multiple client needs and follow-up tasks in a high-volume, time-sensitive environment.
• Demonstrated customer service skills with an ability to work with sensitivity across diverse cultures, backgrounds, and health literacy levels.
• Experience using a client database.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint).
• Inherently empathetic; can bring abundant patience, compassion, and listening skills to understand client needs and respond effectively.
• Must be able to learn quickly to acquire the knowledge to answer client or provider questions accurately.

Skills

• Client navigation
• Care management
• Case management
• Community health
• Healthcare coordination
• Intake processing
• Communication
• Listening
• Relationship-building
• Problem-solving
• Organization
• Customer service
• Microsoft Office (Excel, Word, PowerPoint)
• Empathy
• Patience
• Compassion
• Learning agility
• Deductive reasoning
• Attention to detail
• CRM system (Salesforce preferred)

Location

• NY metro area

Work Type

• Full-time

Experience Level

• 3-5 years

Education Level

• Bachelor’s degree in social work, public health, healthcare administration, human services, or a related field (preferred)

About the Company

• God’s Love We Deliver is a nonsectarian organization and the leading provider of life-sustaining meals and nutrition counseling for people living with severe illnesses in the New York metropolitan area.
• Originally an HIV/AIDS service organization, God's Love now serves individuals with over 200 diagnoses.
• The organization cooks and home-delivers specifically tailored, nutritious meals and offers unlimited nutrition counseling by Registered Dietitians.
• Services are provided at no cost to clients and include meals for their children and senior caregivers.