Client Navigator

Description

Odyssey House is seeking a full-time Client Navigator for our Admissions Program!

Summary: Odyssey House of Utah is a leading organization dedicated to providing comprehensive and compassionate care to individuals struggling with substance use disorders and behavioral health challenges. Our integrated approach combines evidence-based practices, clinical expertise, and a supportive environment to promote lasting recovery and overall well-being.

Are you ready to embark on a rewarding career journey where you can make a real difference? Your search ends here! We are actively seeking passionate professionals to join our team at multiple locations, offering a multitude of opportunities to support adolescents and adults in both inpatient and outpatient settings.

Job Location: Salt Lake

Schedule:

• Monday through Friday, 9 am to 5 pm; occasional evening/weekend high-acuity intakes.
• Daily collaboration with BDS, Drivers, Schedulers, Supervisors; no remote shifts

Compensation: $21.63

Benefits Package: Equals to approximately $22,000

Includes - medical, dental, life, and disability insurance, flexible spending account, retirement plan, paid leave, employee assistance program, and education assistance.

Health and Welfare Benefits

• Health Insurance: Comprehensive medical, dental, vision, FSA, and long-/short-term disability coverage.
• 403(b) Retirement Plan: Immediate participation available; 100% employer match up to 6% after 1 year of service.
• Paid Time Off (PTO): Accrue up to 35 paid days off per year (with increased accrual rates after 1 year).
• Sick Leave Rollover: Convert half of your unused accrued sick time into extra vacation days at year-end.
• Sabbatical Program: Paid extended leave rewarded after 5 years of service.
• Employee Assistance Program (EAP): Confidential 24/7 support for mental health, financial advice, and personal well-being.

Perks

• Tuition Reimbursement: Up to $9,000 per year available for approved programs (subject to eligibility requirements).
• Continuing Education: Opportunities for paid training and professional development, subject to manager approval and eligibility.
• Transit Pass: Free UTA pass provided for your daily work commute.
• Monthly Incentives: Regular performance awards and team recognition.
• Casual Work Environment: Relaxed, casual dress code and workplace culture.

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

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.

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.

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.

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.

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.

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

• Clinical triage and risk recognition: quickly identify medical, withdrawal, or psychiatric risk and escalate when needed
• Funding and eligibility verification: confirm insurance or benefits, request verifications of benefits, and follow funder requirements for admissions
• Accurate documentation: create and maintain timely, audit-ready intake records and logs
• Appropriateness screening: determine whether referrals meet program criteria and identify exclusionary issues
• Basic crisis response and safety planning: implement immediate safety steps and route to licensed staff when appropriate

Technical skills

• Electronic health record familiarity: enter intakes, upload attachments, and maintain charts
• Eligibility portals and payer systems: run eligibility checks and save proof of coverage
• Task board and ticketing systems: use a shared board or CRM to track referrals, statuses, and handoffs
• Basic office software: email, spreadsheets, and document management
• Operational and logistics skills
• Bed and slot management: coordinate calendars, waitlists, and fill strategies to minimize vacancy
• Transportation and field coordination: arrange pick-ups, transfers, and logistics for out-of-area placements
• Records and collateral gathering: request and consolidate medical, legal, and partner documentation before admission
• Client-centered and communication skills
• Trauma-informed and motivational communication: engage clients with empathy and reduce barriers to admission
• Clear, professional phone and written communication: provide warm handoffs to clinical and field teams
• Customer-service orientation: keep clients and referral partners informed and reduce no-shows or drop-offs
• Compliance, quality and partnership skills
• HIPAA and privacy awareness: protect protected health information and follow confidentiality rules
• Knowledge of funder rules and documentation standards: ensure admissions meet payer requirements to avoid denials
• Partner relationship management: coordinate with hospitals, courts, case managers, or business development specialists to streamline referrals

All employees of Odyssey House are required to adhere to:

Odyssey House mission, philosophy, and scope of service; Division of Human Services Code of Conduct and all other relevant service contract requirement standards; ensuring a safe environment for all clients and staff; providing exemplary customer service to both internal and external customers; fostering a positive work environment; ensuring high-quality client care within the scope of the assigned position.

Each employee is expected to clearly understand roles and responsibilities regarding the following:

Specific job position, time management, personnel file requirements, client record system, incident reporting, mandatory training requirements, maintaining proper client boundaries, and individual rights of clients and staff.

Pre-Employment Requirements:

Employment offers are contingent upon successful completion of required pre-employment screenings, which may include background checks, fingerprinting, applicable sex offender registry screenings for Adult Residential roles, and other position-related verifications. Roles requiring driving are subject to a Motor Vehicle Record (MVR) review and valid Utah driver’s license.

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.