Consumer Navigator

Mental Health Cooperative•Nashville, TN

36d•Onsite

About The Position

The Consumer Navigator plays a critical front-line role in engaging consumers who present onsite at the Metro Nashville clinic, ensuring seamless connection to care, closure of care coordination gaps, and completion of required care management and THL activities. This role proactively supports access, engagement, and continuity of care by working closely with Care Managers, clinic staff, and administrative teams to meet consumer needs in real time, improve clinic show rates, and reduce missed opportunities for service delivery.

Requirements

Bachelor’s degree required in social work, human services, behavioral health, psychology, public health, or a related field
Valid Tennessee Driver’s License
Acceptable Motor Vehicle Report (MVR)
Acceptable Criminal Background Investigation
Cell Phone

Nice To Haves

Experience in healthcare, behavioral health, care coordination, or consumer-facing service roles preferred
Familiarity with THL requirements and care coordination workflows preferred
Strong interpersonal, communication, and de-escalation skills
Ability to work independently and prioritize tasks in a fast-paced clinical environment
Proficiency with electronic health records and documentation standards

Responsibilities

Proactively engage consumers who present onsite to Metro Nashville clinic lobbies to ensure needs are identified and addressed while they are in the clinic.
Welcome consumers after check-in and assess whether they have care management or coordination needs to be addressed during the visit.
Remain visible and accessible in the lobby to answer consumer and family questions, provide reassurance, and assist with de-escalation when needed.
Assist consumers with navigating the clinic by escorting or directing them to appropriate service areas as needed (e.g., pharmacy, front desk, care management, provider offices) to ensure timely access to services.
Review the consumer’s chart and THL dashboard to identify gaps in care and to determine whether the care plan is due within 30 days or is past due, and update the care plan accordingly while the consumer is onsite.
Determine whether a monthly THL encounter is due and complete the THL encounter when Consumer’s Care Manager is not onsite, documenting services in accordance with organizational and payer requirements.
Ensure consumers are connected to appropriate services, providers, and supports prior to departure.
During times when onsite consumer support is not required, conduct proactive outreach to schedule clinic appointments for the upcoming week.
Focus outreach efforts on consumers who are overdue for care, have missed appointments, or are at risk of disengagement.
Support clinic show rates by confirming appointments, addressing barriers to attendance, and reinforcing next steps with consumers.
Collaborate with EPS services to enroll for THL/ Level 1 enrollment.
Respond to and support IVR calls routed from PSR to clinic and Care Management staff, as needed, ensuring timely follow-up and appropriate triage.
Collaborate closely with Care Management and clinic teams to align outreach and engagement efforts.
Prioritize support for Care Management teams with high caseloads and low engagement rates, based on identified needs and data trends.
Participate in regular coordination meetings or huddles to adjust priorities and ensure efficient use of Navigator support.
Support team-based strategies to improve engagement, continuity of care, and access outcomes.
Complete timely, accurate, and compliant documentation in the electronic health record.
Attend team meetings, huddles, and trainings as required.
Communicate effectively with clinic, administrative, and care management staff to support coordinated service delivery.