Client Care Navigator

Client Care Navigator

Position Summary

The Client Care Navigator serves as the initial and follow-up point of contact for individuals, community partners, and other referral sources seeking mental health services. This role is responsible for the timely management of incoming referrals, accurate client intake documentation, and coordination of scheduling to ensure clients receive appropriate and prompt access to care.

The Navigator plays a vital role in creating a welcoming, supportive first impression while maintaining compliance with HIPAA and organizational standards. This position requires compassion, professionalism, strong organizational skills, and the ability to manage multiple workflows in a fast-paced behavioral health environment.

Essential Duties and Responsibilities

Referral Management & Processing

Monitor and manage incoming referrals via telephone, Fax, secure email, and electronic platforms.

Review referral documentation for completeness and accuracy; request missing information as needed.

Complete internal referral forms and ensure all required documents are properly uploaded and filed in designated folders.

Prioritize referrals based on urgency and level of care indicated.

Track referral status to ensure timely follow-up and closure.

Client Intake & Documentation

Create and maintain client charts in the electronic medical record (EMR) system.

Accurately document demographic information, insurance details, referral source, presenting concerns, and level-of-care needs.

Verify insurance information when applicable and flag discrepancies for appropriate follow-up.

Ensure all documentation meets organizational, payer, and regulatory standards.

Client & Facility Communication

Serve as a compassionate and professional first point of contact for clients, families, hospitals, facilities, and providers.

Answer inbound calls promptly, provide accurate information regarding services, and route calls appropriately.

Contact referred clients in a timely manner to schedule appropriate mental health assessments or appointments.

Provide clear instructions regarding appointment expectations, required documentation, and next steps.

Maintain consistent communication with referral sources regarding scheduling status when appropriate and authorized.

Care Coordination & Workflow Support

Collaborate with clinical staff to ensure referrals are assigned appropriately and scheduled according to clinical need.

Coordinate urgent or high-priority referrals with clinical leadership as needed.

Support smooth handoffs between referral, intake, and clinical teams.

Maintain referral tracking logs and assist with reporting metrics when requested.

Compliance & Confidentiality

Maintain strict adherence to HIPAA and all federal, state, and organizational confidentiality policies.

Safeguard protected health information (PHI) in all communications and documentation.

Follow organizational protocols for secure handling of electronic and paper records

Additional Responsibilities

Perform other duties as assigned to support the operational needs of the organization.

Assist with special projects, workflow improvements, or cross-departmental support as needed.

Qualifications

High school diploma or equivalent required; Associate or Bachelor’s degree in healthcare administration, behavioral health, or related field preferred.

Minimum of one (1) year experience in healthcare, behavioral health, medical office administration, or referral coordination preferred.

Strong knowledge of HIPAA regulations and patient confidentiality standards.

Proficiency in electronic medical records (EMR) systems and standard office software.

Excellent verbal and written communication skills.

Strong organizational skills with high attention to detail and accuracy.

Ability to manage multiple priorities in a fast-paced environment while maintaining professionalism and compassion.

Demonstrated ability to interact effectively with individuals experiencing mental health or behavioral health concerns.

Core Competencies

Empathy and active listening

Professional communication

Attention to detail

Time management and prioritization

Team collaboration

Problem-solving and critical thinking