Recovery Navigator

Job Description:

The Recovery Navigator serves as a critical care coordinator throughout the care experience, guiding and supporting each unique patient and family in their service needs. This role welcomes patients and families into the Equip program following admissions and onboarding, builds rapport, and provides personalized customer service to ensure expectations are aligned to the Equip treatment model and needs are met based on each patient’s unique needs and motivations. Proactive outreach is conducted by phone, email and messaging within the platform. The Recovery Navigator acts as a liaison between patients, supports or other caregivers, and Equip care team members to provide a primary point of contact and an unparalleled, cohesive service experience. Recovery Navigators are also responsible for service recovery, conducting reactive outreach in response to any complaints or concerns in order to problem-solve and ensure patients remain engaged in their treatment journey.

Responsibilities

• Reinforce patient and family alignment to Equip’s treatment model and virtual support following onboarding.

• Conduct proactive and reactive outreach to drive sustained engagement and retention in care, with a focus on intake attendance, recurring session utilization, retention beyond 16 weeks, and overall satisfaction.

• Identify gaps in treatment support and reach out to address barriers to care, provide solutions to re-engage families in ongoing session requirements, and connect to asynchronous resources as needed.

• Monitor leading measures of engagement and satisfaction within Equip’s data platform to inform proactive outreach and prevent low engagement, treatment pauses due to dissatisfaction, and/or discharge.

• Respond to calls, messages, and texts to resolve patient and family needs or concerns efficiently and effectively.

• Monitor patients who pause treatment and develop action plans to ensure ongoing outreach and successful re-engagement whenever possible.

• Act as a liaison between patients and other Equip teams including clinical teams, Scheduling Operations, Health Information, Financial Counseling and Insurance Verification.

• Support a strong transition experience at discharge, providing after care resources (including outpatient therapy providers) and work with families to schedule appointments as needed following Equip.

• Complete required documentation within Equip’s digital systems in a timely and accurate manner.

• Adapt to organizational and/or team needs as required.

• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in health sciences, business administration, communications or relevant field required.

• Minimum 2 years experience working in a customer / patient success or support role.

• Knowledge of HIPAA policies and procedures.

• Comfort with Technology: Proficient with digital, cloud-based communication and software platforms (Slack, G-suite, Zoom, electronic medical record systems).

• Team Player: Understands how to effectively keep others informed to reduce friction and accomplish tasks effectively.

• Intellectual Curiosity: Demonstrates eagerness to learn and understand; comfortable with ambiguity and easily adapts to changes in direction or initiatives.

• Flexibility and Resilience: Adaptable in a dynamic, innovative, and fast-paced environment.

• Ownership and Accountability: Consistently accountable to accomplish day-to-day tasks as assigned.

• Bilingual in English and Spanish highly preferred.

• Working Hours: Monday - Friday 8am - 5 pm PST or MST preferred.