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About the Role

The Program Services Client Navigator will help bring life-changing services to more New Yorkers by enrolling clients into programs while engaging them with compassion and care. This role is ideal for dedicated professionals 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, providing high-quality customer support via phone and email.
• Develop expertise in programs and their requirements, adhering to established guidelines and procedures.
• 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 at community-based or healthcare organizations 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.
• 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.
• Recognize and 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.
• 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
• Customer support
• Data entry
• Microsoft Office (Excel, Word, PowerPoint)

Location

• Capitol Region (travel required)
• New York City (leadership/team)

Work Type

• Remote
• Travel required
• Home visits possible

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.
• Services are provided at no cost to clients and include meals for their children and senior caregivers.