Client Navigator

ABHS•Los Angeles, CA

About The Position

The Client Navigator is responsible for building strong relationships with clients and their families throughout the treatment process to support engagement, reduce AMA (Against Medical Advice) discharges, and guide clients into appropriate aftercare programs. This role focuses heavily on trust-building, consistent follow-up, and proactive communication to ensure clients successfully transition into recommended step-down care and maintain continuity of treatment. The Client Navigator also acts as a bridge between clients, families, the clinical team in California, and the Admissions team in New Jersey. Success in this role depends on strong interpersonal skills, follow-through, and the ability to guide clients toward recommended aftercare partners while ensuring a supportive experience during their stay.

Requirements

Strong interpersonal and relationship-building skills.
Ability to build trust and rapport quickly with clients and families.
Excellent communication and follow-through.
Strong organizational and coordination skills.
Ability to identify engagement issues and proactively address potential AMA risks.
High School diploma or equivalent is required.

Nice To Haves

Bachelor degree or equivalent is desired.
Experience in behavioral health, addiction treatment, case management, admissions, or care coordination preferred.

Responsibilities

Establish contact with clients and their families prior to arrival to introduce the program and begin building rapport.
Help clients feel comfortable and welcomed when transitioning into treatment, particularly those traveling from out of state.
Meet with clients shortly after intake (or the following day if intake occurs late at night) to reinforce engagement and address any concerns.
Conduct regular check-ins with clients following Case Manager meetings to maintain connection and monitor progress.
Assess client engagement and identify potential risks for AMA discharges during regular check-ins.
Provide support and guidance to address concerns or barriers that may impact treatment participation.
Respond quickly to questions or concerns raised by External Contacts (ECs), clients, or families to build trust through consistent follow-through and responsiveness.
Maintain open communication with clinical staff regarding client engagement or potential risks.
Introduce the concept of the treatment continuum early in the client’s stay and emphasize the importance of aftercare.
Gradually introduce recommended aftercare options and plant the seeds for step-down care throughout treatment.
Facilitate referrals to preferred aftercare partners when appropriate, particularly for clients traveling from out of state.
Coordinate aftercare transitions for clients returning to New Jersey or surrounding areas through established referral partners.
Research each client’s background and referral source prior to the initial meeting to determine the most appropriate aftercare approach.
Play a key role in discharge planning to ensure clients transition into recommended aftercare programs.
Prioritize placement with preferred partners or programs aligned with the client’s treatment needs and referral expectations.
Ensure clients leave with all personal belongings and necessary documentation, even in cases of AMA discharge.
Reduce administrative burden on admissions teams by proactively resolving discharge-related concerns.
Maintain ongoing contact with alumni clients and their families following discharge to ensure continued stability and engagement in recovery.
Conduct follow-up outreach to check in on client progress, answer questions, and provide additional support when needed.
Strengthen relationships with alumni and families to reinforce trust and long-term connection with the organization.
Identify early warning signs that an alumni client may be struggling or at risk of relapse.
When necessary, coordinate with the Admissions team by providing relevant information and facilitating communication so the client can be reconnected with treatment services.
Support the process of bringing alumni clients back into care when appropriate by ensuring admissions has accurate information and warm introductions when possible.
Serve as a liaison between California operations and the New Jersey admissions team to ensure consistent communication regarding client progress and discharge planning.
Work closely with Case Managers, clinical staff, and admissions teams to align treatment and aftercare strategies.
Participate in regular meetings to review discharge timelines, referral targets, and client status updates.