Lead Care Access Navigator- Bilingual Spanish/English

VITRA Health•Boston, MA

6d•Hybrid

About The Position

The Lead Senior Care Access Navigator is a brand ambassador responsible for stewarding clients through the intake process for long-term support services. This relationship-based role supports Vitra Health's commitment to excellent healthcare delivery and growth goals. The members of this team employ a strategic approach to ensure families are onboard quickly and compliantly, and the workflow reflects the daily needs of our clients.

Requirements

Second language strongly preferred.
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.
Prior experience with HubSpot, Salesforce, Optum, Wellsky, RingCentral or similar platforms preferred.
Demonstrated ability to work independently, and willingness to work in the field if needed.

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.
Skilled problem solver in the name of consumer satisfaction.
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.