Consumer Navigator

Mental Health Cooperative•Nashville, TN

1d•Onsite

About The Position

Ranked one of Tennessee’s top places to work, MHC is a rare and special place where outstanding company culture is intentional. Where clients and associates are treated the same, as equals. Mental Health Cooperative, Inc. (MHC) was formed in 1993 to serve individuals with severe and persistent mental illness. Since then, we have expanded our services to children and adolescents with severe emotional disorders across Middle and East Tennessee. Our sole purpose is to support and treat those challenged with serious mental illness and poverty. Although based out of Nashville, we serve several communities across middle and East Tennessee with satellite offices in Antioch, Gallatin, Dickson, Columbia, Cleveland, Murfreesboro, Clarksville, Cookeville, Chattanooga, and Memphis. If you are interested in joining a team that is caring, collaborative, innovative and energizing this might be a great place for you! Job Title: Consumer Navigator FLSA Status: Exempt Department: Care Management Reports to: Care Management Manager Position Summary 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
Ability to lead by example
Ability to make sound decisions quickly and decisively
Ability to motivate staff
Ability to identify strengths and weaknesses of provide coaching on professional growth areas
Is cool under pressure; does not become defensive or irritated when times are tough; can be counted on to hold things together during stressful times
Intrinsically motivated
Assist teammates as needed
Creates and maintains a climate in which teammates want to do their best
Can quickly find common ground and solve problems for the good of the team
Can negotiate skillfully in difficult situations with both internal and external groups; can win concessions without damaging relationships; can be both direct and diplomatic
Internal & external customer service indicative of mutual respect & trust
Consumer Engagement – establishes and maintains a therapeutic relationship via effective, appropriate communication and behaviors with consumers.
Actively participates in consultation process.
Complete all clinical documentation in specified time periods.
Demonstrates ability to work independently, to make critical decisions and to work collaboratively as an integral part of a team.
Demonstrates evidenced informed practice related to substance use disorders.
Demonstrates evidenced informed practice related to clinical care of children and youth.

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 and care management areas 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 or assigned area 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.
Other duties as assigned