Family Care Navigator

Village•Los Angeles, CA

1d•Onsite

About The Position

Village is looking for a Care Navigator to guide families from intake through successful connection with the right provider. This role is highly client-facing and execution-focused. It requires empathy, organization, strong communication, and the ability to manage complexity without dropping details. You will serve as a consistent, trusted point of contact — ensuring every family experiences Village as responsive, thoughtful, and reliable. This role is ideal for someone who thrives in service-oriented environments, can manage multiple moving pieces, and takes pride in delivering a seamless experience.

Requirements

Empathy Driven: Comfortable discussing sensitive topics and meeting families where they are — emotionally and practically.
Exceptionally organized: Can manage multiple families and provider conversations at once without losing details.
Service-oriented: Takes pride in delivering a smooth, thoughtful, high-quality experience.
Clear communicator: Can explain complex topics (like insurance basics or next steps in care) in simple, reassuring language.
Calm under pressure: Can handle urgency, ambiguity, and emotionally charged situations with steadiness and professionalism.
Strong verbal and written communication skills
Excellent organizational skills and attention to detail
Customer service or customer success experience
Ability to manage multiple priorities simultaneously
Comfort discussing sensitive family and health topics
Basic understanding of health insurance concepts
Proficiency with CRM systems and standard office tools

Nice To Haves

Experience in healthcare, care coordination, pediatric therapy, or social services
Familiarity with provider networks, referrals, or insurance workflows

Responsibilities

Responsible for the end-to-end family journey from intake to successful match and follow-through.
Answering inbound calls, emails, and messages with professionalism and empathy.
Gathering accurate information about clinical needs, preferences, urgency, insurance, and logistics.
Clearly explaining next steps, timelines, and what to expect.
Serving as a consistent point of contact throughout the process.
Matching families with appropriate providers based on clinical fit, availability, insurance, and preferences.
Coordinating introductions and facilitating warm handoffs.
Tracking provider availability and maintaining accurate provider profiles.
Following up to confirm successful connections and troubleshoot barriers.
Delivering a high-quality, supportive experience at every touchpoint.
Proactively checking in to ensure satisfaction and continuity of care.
Identifying and escalating service gaps or concerns.
Documenting all interactions clearly and accurately in internal systems.
Collecting and verifying basic insurance information during intake.
Providing general education around benefits, coverage, copays, deductibles, and out-of-pocket maximums.
Flagging potential coverage concerns and routing complex issues appropriately.
Maintaining highly organized case records.
Tracking outcomes and status using internal tools and workflows.
Following established processes while identifying opportunities for improvement.