RTC Client Navigator

Odyssey House•Salt Lake City, UT

10h•$24•Onsite

About The Position

Client Navigator 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. Compensation: $24.00/Hour

Requirements

Minimum one year in admissions, behavioral health, case management, or customer-service role
Strong verbal and written communication; skilled at de-escalation and rapport-building.
Knowledge of SUD/MH terminology, family systems, and program eligibility requirements.
Proficiency with Microsoft Office or Google Workspace and comfort using Zendesk, Monday.com, and BestNotes.
Valid driver’s license and reliable transportation for occasional field assignments.

Nice To Haves

Bilingual (Spanish/English) or other high-need language preferred.

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.

Benefits

$9k per year tuition reimbursement eligible
Opportunities for paid continuing education/training
Monthly incentives and awards
Access to 24/7 EAP program (Employee Assistance Program)
Flexible scheduling
Casual dress and atmosphere
Incredible health insurance (medical, dental, vision, FSA, long and short-term disability)
Immediate eligibility to participate in our 403(b)-retirement plan, Employer 100% match up to 6% after 1 year
35 paid days off (additional PTO accrual after 1 year)
Stay well! If you have sick time left over at the end of the year, we will convert 1/2 of the remainder to vacation
Sabbatical Program - where we pay you to take a vacation after 5 years of service!
On-Demand Pay - Get a portion of your paycheck early for hours already worked! (conditions apply)
UTA free passes available for your work commute