The Client Navigator (CN) serves as a primary point of contact for new clients and visitors at A Chance to Change (ACTC), working closely with the Client Care Specialist (CCS) in a fast-paced reception environment. This role is responsible for guiding clients through the intake process, including EMR portal registration, completion of required paperwork, waitlist management, and ensures verification of payment sources occurs prior to scheduling.

The CN collaborates with the Clinical Director (CD) to schedule first time appointments and evaluate clients for appropriate program placement while maintaining ongoing communication with clients while they await their first appointment. Through effective coordination and client support, the CN helps ensure a smooth and efficient client onboarding experience.

Essential Duties and Responsibilities

1. Serve as one of the first points of contact for clients, visitors, and callers by providing consistent, professional and welcoming customer service.

2. Greet clients upon arrival, verify client and insurance information, collect necessary payments, and ensure paperwork is completed.

3. Answer incoming calls promptly, return voicemails daily, check the agency's email account throughout the day, and follow agency protocols.

4. Communicate with clients who have attempted to initiate services or reengage with services and meet client needs.

5. Responsible for scheduling first time appointments (initial assessments) and one-time assessments (OTA) for all first time and re-engagement clients.

6. Maintains client wait list, coordinate scheduling first time appointments around the therapist’s and client’s availability.

7. Explore, identify and verify appropriate client pay source and program and manage new client referrals.

8. Prepare and maintain updated client intake paperwork and ensure clients are educated regarding appropriate program requirements.

9. Maintain organization and stocking of the client reception area including keeping the water, coffee, creamer, sugar and pretzels stocked for client use. The CCS supports the CN with this task as needed.

10. Attend monthly All Staff meetings and other trainings or meetings as assigned.

11. Collaborate with the clinical team to deliver services and meet client care needs.

12. Keep accurate notes and client documentation according to agency standards.

13. Protect organization and patient privacy & confidentiality according to agency guidelines and HIPAA.

14. Provide support to CCS or HR Business Manager when needed.

15. Other responsibilities and duties as assigned.