Client Navigator at Odyssey House Inc.

Salt Lake City, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

24.0

Posted On

04 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Engagement, Relationship Management, Assessment, Eligibility Verification, Scheduling, Coordination, Documentation, Data Integrity, Collaboration, Warm Handoffs, Field Support, Flexibility, Communication, De-escalation, Rapport-building, Proficiency with Software

Industry

Mental Health Care

Description

Description About Odyssey House Are you passionate about supporting youth and families in your community? At Odyssey House, Utah’s leading 501(c)(3) nonprofit for mental health and substance use treatment, we believe in transforming lives through compassion, connection, and care. Compensation & Benefits Starting Salary: $24 Hourly Full-Time Benefits Include: $9,000/year tuition eligibility Paid continuing education/training opportunities Monthly incentives and awards Casual dress and atmosphere Health insurance: medical, dental, vision, FSA, long & short-term disability Competitive 403b Match after 1 year Accrue up to 34 paid days off annually Wellness perk: convert ½ of unused sick time to vacation at year-end Sabbatical program after 5 years of service (we pay you to take a vacation!) On-demand pay – access earned wages early (conditions apply) Extra time off & gift packages for employees after 90 days 24/7 Employee Assistance Program (EAP) for mental health and more 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. Requirements 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 transportation for occasional field assignments. Bilingual (Spanish/English) or other high-need language preferred. Work Environment & Expectations 40 hours per week onsite at the Admissions office; no remote shifts. Core schedule: Monday–Friday, 9 a.m.–5 p.m., with flexibility for high-acuity or evening intakes. Daily collaboration with Navigators, Business Development Specialists, Drivers, Schedulers, and Supervisors. Expected to meet documentation timeframes, attend huddles, and model trauma-informed, culturally responsive communication. EEOC Statement: Odyssey House is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Responsibilities

The Client Navigator serves as the primary guide for prospective clients, managing their entry into care by triaging needs and coordinating logistics. This role involves maintaining client engagement and ensuring seamless transitions into various treatment programs.