Bilingual Care Navigator
About The Position
At Possibilities, we’re redefining what ABA therapy can look and feel like for our learners, their families, and our team. We are growing at a healthy, exciting pace and are looking for employees who are passionate about helping others, inspired by meaningful progress, and energized by building something special. Founded on the belief that every child and young adult can succeed with the right tools, Possibilities exists to help learners and their loved ones imagine new opportunities through compassionate, individualized care. We do ABA differently, guided by values of hope, community, empowerment, and growth that shape everything we do. Position Overview The Care Navigator serves as the first point of contact for prospective clients and families, helping guide them through the intake and onboarding process with professionalism, empathy, and attention to detail. As a vital member of the Phones & Intakes team, this role manages incoming calls, completes client intakes, collects and verifies required documentation, and partners with internal teams to ensure a smooth transition into services. By delivering exceptional customer service and proactive communication, the Care Navigator helps create a positive experience for families while supporting timely access to care.
Requirements
- High School Diploma or equivalent
- Strong organizational skills and attention to detail
- Demonstrates empathy and a client-centered approach, providing clear, compassionate communication to families.
- Ability to handle sensitive information with confidentiality and sound judgement.
- Comfortable learning and adapting to new and evolving software platforms.
- Ability to manage multiple priorities and adapt to changing demands in a fast-paced environment.
Nice To Haves
- Prior experience in a behavioral health, mental health, or healthcare administrative support role preferred.
- Knowledge of HIPAA regulations and best practices for handling protected health information preferred.
- Experience working across interdisciplinary teams (e.g., clinicians, intake, billing, QA) preferred.
Responsibilities
- Serve as the first point of contact for prospective clients and families by answering incoming phone calls with professionalism, warmth, and empathy.
- Manage the new client intake process from initial inquiry through admission, ensuring a seamless and positive experience.
- Coordinate all Spanish-speaking calls, referrals, and client intakes, providing exceptional bilingual support to families.
- Track and follow up on referrals, online inquiries, and prospective client leads to ensure timely communication and continuity of care.
- Collect, verify, and follow up on required documentation, including insurance information, signatures, referrals, and physician documentation.
- Collaborate with provider offices to obtain records and other documentation necessary to initiate services
- Maintain accurate, organized, and timely documentation in Google Workspace and company systems, including Lumary, TherapyNotes, HiRasmus, and RingCentral.
- Ensure all client documentation and communications comply with HIPAA and company confidentiality standards.
- Partner with clinical, operations, and administrative teams to facilitate a smooth intake, onboarding, and transition into services.
- Translate documents and communications, as needed, to support Spanish-speaking families throughout the intake process.
- Identify opportunities to improve the client onboarding experience and contribute to continuous process improvements.
Benefits
- Opportunities for career growth and advancement
- Generous paid time off (PTO) to support work-life balance
- Ongoing employee recognition and rewards programs
- Wide variety of health insurance plans to choose from with company contribution
- Access to an Employee Assistance Program (EAP) for additional support
- Voluntary benefits to fit your needs, including: Dental, Vision, Short-term disability, Basic Life Insurance, Voluntary Life Insurance, and AD&D, Accident Insurance, Pet Insurance
- Discounted mobile phone plans
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
