Health Navigator

This position will be an integral part of our Clinic Operations and support our mission to support the wellness journey of our clients.  The ideal candidate will be passionate about our mission, vision, and values, and possess a strong ability to build relationships.  

RESPONSIBILITIES

• Acts as the primary point of contact for supporting clients through their wellness journey with Numinus

• Acts as key support by providing feedback on processes, systems, and the overall client journey to improve productivity and client experiences

• Builds strong relationships with clients to help them stay engaged with their chosen PAT program and adhere to the planned care path

• Commits to removing barriers to client care by identifying critical resources for clients, helping them navigate Numinus services and systems, and promoting client wellbeing

• Works closely with the Numinus team, which includes doctors, nurses, therapists/counselors, and administrators to achieve the best possible outcomes

• Responds quickly and efficiently to client service requests that come via the Care Coordinators

• Orients clients to the various steps along their wellness journey, using accessible language, summarizing all policies and procedures related to a PAT care path, and answering any questions that may arise

• Guides clients through the clinic intake procedure by determining areas of concern, and client requests, matching with appropriate care providers and services, and arranging for next-step appointments

• Preliminary screening of clients according to medical and psychological contra-indications for treatment

• Provides guidance directly before, during, and after each physician consultation and therapeutic intervention in collaboration with Care Coordinators

• Explains the rationale and correct completion criteria underlying typical assessment questionnaire batteries used in health care

• Scores completed screening questionnaires

• Refers to other services at Numinus or allied health care providers prior, during, and following participation in a PAT program, explaining costs and benefits

• Uses multiple customer-relationship-focused systems such as a Client Relationship Management (CRM) tool as well as an Electronic Medical Records (EMR) system to bridge the customer service-focused CRM to the practitioner-focused EMR

• Serves as the primary touchpoint for any insurance-related requests (e.g., knowledge of current limitations in insurance coverage, communication with insurer’s agents about client files, provision of any additional documents to support insurance claims)

• Obtains client impressions and feedback, to provide information to key stakeholders that will help improve the Numinus PAT offerings

• Completes other incidental administrative tasks as needed

POSITION REQUIREMENTS

• Undergraduate degree in health (e.g., nursing), psychology, counseling or related field

• Track record of working closely with clients to guide them through complex health care services offerings

• Demonstrated capability to provide services to multiple clients simultaneously

• Training as a mental health practitioner or work in a clinical environment (e.g. nursing, social work) ideally with exposure to mindfulness and process-oriented psychotherapies considered an asset for this role

• understanding of mental health conditions and awareness of therapeutic modalities is an asset

• Experience working in start-ups and hypergrowth / quickly changing environments

  SKILLS & ABILITIES  

• Bilingual English/Spanish candidates are preferred, but bilingualism is not a strict requirement currently.

• Understanding of traditional mental health treatments, including TMS, Ketamine/Spravato and other psychedelics helpful.

• Experience working in a health care clinic. Mental Health field a bonus.

• Understanding of insurance co-pay/co-insurance and how deductibles are applied.

• Hands-on, collaborative, collegial, take accountability and will dive in to make sure things get done

• Well-honed empathy and ability to convey it through remote interactions with clients

• Fluency in practicing Trauma and Violence Informed Care and culturally sensitive care

• Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity

• Results-driven, detail-oriented, organized self-starter

• Comfortable learning new technologies and platforms as the tools used to provide service offerings continue to evolve.

• Comfortable using a call flow and coached on call quality expectations.

• Ability to work in a fast-paced business environment focused on bringing change to mental health service delivery