Lead Care Access Navigator - Bilingual Spanish
About The Position
Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs. Supported by a Nurse and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care. To help share our mission and expand our community impact, Vitra Health is seeking a Care Access Navigator who is passionate about community engagement and helping people access the care and resources they deserve.
Requirements
- Strong ability to take initiative and confidently directs client interactions.
- Strong understanding of Vitra Health program offerings, competitive advantages, and operational workflows.
- Skilled problem solver in the name of consumer satisfaction.
- Bachelor's degree is strongly preferred.
- 2+ years prior experience with sales, relationship management, or client enrollment preferred.
- 2+ years' experience and complete comfort using Microsoft Suite.
- Excellent problem-solving, customer service, and communication skills required.
- Demonstrated ability to work independently, and willingness to work in the field if needed.
Nice To Haves
- Second language strongly preferred.
- Prior experience with HubSpot, Salesforce, Optum, Wellsky, RingCentral or similar platforms preferred.
Responsibilities
- Directly manage, coach, and develop a team of Senior Care Access Navigator’s (SCANs) to achieve regional growth goals.
- Set clear performance expectations and accountability standards, ensuring a high-performing, results-driven team culture.
- Collaborate cross-functionally with Care Access, Health Care Delivery, and Marketing teams to ensure a seamless intake process and optimal client experience.
- Implement and monitor client retention strategies, leveraging KPIs and CRM data to improve engagement outcomes.
- Foster a team culture rooted in excellence, service, and empathy.
- Partner with the Senior Director of Business Development to design and implement scalable growth strategies across assigned territories.
- Measure effectiveness of the SCAN team and adjust strategies based on data-driven insights.
- Maintain professional communication with prospective clients through various channels, including phone, email, text, and mailing, at appropriate intervals and with consistency.
- Identify credential qualified caregivers for Family Care programs.
- Educating families on program policies and regulations.
- Collect and confirm relevant consumer and caregiver information.
- Support all steps of the intake process as needed, including leveraging regional resources to support consumer experience.
- Maintain the highest standard of confidentiality for all protected health information.
- Foster culture of customer service and commitment to quality care.
- Serve as a brand ambassador for Vitra reflecting our vision, mission, and values.
- Show genuine interest and compassion and commitment to the diversity of our clients and team members.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
