Navigation Specialist - Remote

Compassion & Choices • Remote, OR

1d • $70,000 - $90,000 • Remote

About The Position

This is a full-time, remote position. The starting salary range is $70,000–$90,000 annually. The final salary offered will be based on relevant experience, qualifications, internal equity, and organizational considerations.

This position will primarily be responsible for serving as a primary point of contact for individuals, families, caregivers, and healthcare professionals seeking end-of-life care information and support. The role involves responding to inquiries with empathy and professionalism, providing accurate information, and helping individuals understand available services, resources, and next steps. The specialist will assist individuals and families in navigating end-of-life care options and referral pathways, including resources related to dementia, advance care planning, and medical assistance in dying (MAID). Coordination of referrals and connections to appropriate organizational resources, community services, healthcare professionals, and other sources of support is key. Timely follow-up to confirm questions have been addressed, connections have been made, and additional support needs are identified is crucial. Maintaining accurate and confidential records of inquiries, referrals, interactions, follow-up activities, and outcomes is essential for continuity and a consistent service experience. The role also involves providing responsive support to healthcare professionals seeking end-of-life care information, resources, and organizational assistance, and connecting them with peer networks, subject-matter experts, communities of practice, and relevant healthcare or community resources. Building and maintaining positive working relationships with healthcare professionals, care teams, community partners, and service providers is important for effective referrals and coordinated service. Collaboration with internal teams to resolve complex questions and appropriately escalate matters requiring clinical, legal, policy, or other specialized expertise is also a responsibility.

Additional Responsibilities include maintaining current referral pathways, resource directories, navigation tools, frequently used information, and educational resources. Monitoring inquiries, referrals, follow-up activities, and service trends to identify opportunities for improvement is expected. Maintaining current knowledge of end-of-life care resources, referral options, organizational services, and relevant developments is necessary. Support for the development and maintenance of navigation procedures, FAQs, resource directories, templates, and other tools is required. Assisting with quality-control reviews to ensure inquiries and referrals are handled accurately, respectfully, confidentially, and within established service expectations is part of the role. Identifying recurring questions, concerns, barriers, and unmet needs and sharing relevant trends with program leadership is important for service improvements. Contributing to navigation reports, documentation, data collection, and other activities used to monitor service delivery and outcomes is expected. Providing navigation coverage during periods of increased demand or staff absence, and providing day-to-day functional coordination and support for approximately 3–5 trained volunteers assisting with navigation activities are also key responsibilities.

Requirements

• Bachelor’s degree in Social Work, Public Health, Human Services, Healthcare Administration, Psychology, Gerontology, or a related field required—or an equivalent combination of education and relevant experience may be considered.
• Minimum of three (3) years of experience in customer service, care navigation, patient support, healthcare, social services, community-based services, or a related service-focused role.
• Experience providing direct support to individuals, families, caregivers, patients, or healthcare professionals and responding to sensitive or complex service needs.
• Experience helping individuals navigate services, resources, referrals, or other complex systems.
• Experience managing inquiries, coordinating referrals, conducting follow-up, and maintaining accurate and confidential records.
• Excellent written, verbal, interpersonal, and active-listening skills with the ability to provide clear, compassionate, and professional customer service.
• Strong customer-service orientation with a commitment to providing timely, respectful, accurate, and compassionate support.
• Ability to listen actively, identify needs, explain information clearly, and help individuals determine appropriate next steps.
• Ability to communicate sensitive end-of-life care information and available resources in a clear and understandable manner.
• Ability to build trust and rapport with individuals, families, caregivers, healthcare professionals, and community partners.
• Strong organizational and follow-through skills with the ability to manage multiple inquiries, referrals, and follow-up activities simultaneously.
• Ability to remain calm, patient, and professional when assisting individuals experiencing stressful, emotional, or sensitive circumstances.
• Strong attention to detail and commitment to accurate, confidential, and timely documentation.
• Sound judgment and the ability to recognize when an inquiry requires escalation or specialized clinical, legal, policy, or ethical support.
• Knowledge of or ability to learn healthcare and community resources and maintain effective referral pathways.
• Commitment to trauma-informed, culturally responsive, accessible, and person-directed service.
• Ability to work effectively with volunteers and cross-functional teams in a remote environment.
• Advanced knowledge of or experience working with: Google Workspace, Microsoft Office Suite, Adobe Acrobat, Virtual meeting and collaboration platforms, Calendar and scheduling tools, Technology used to support executive operations, Project-management platforms and tools used to track assignments, decisions, and organizational follow-through.

Nice To Haves

• Experience working with healthcare professionals, community organizations, service providers, or other referral partners is preferred.
• Experience in end-of-life care, hospice, palliative care, dementia care, advance care planning, caregiving support, or patient advocacy is preferred.
• Experience working with or providing coordination for volunteers is preferred.
• Training or certification as an end-of-life doula, patient navigator, community health worker, or related supportive-care professional is preferred but not required.
• Experience or specialized training in supporting people living with dementia and their caregivers is also preferred.

Responsibilities

• Serve as a primary point of contact for individuals, families, caregivers, and healthcare professionals seeking end-of-life care information and support.
• Respond to inquiries with empathy, professionalism, and responsiveness while providing accurate information and helping individuals understand available services, resources, and next steps.
• Assist individuals and families in navigating end-of-life care options and referral pathways, including resources related to dementia, advance care planning, and medical assistance in dying (MAID).
• Coordinate referrals and connections to appropriate organizational resources, community services, healthcare professionals, and other sources of support within the scope of the role.
• Conduct timely follow-up to confirm questions have been addressed, connections have been made, and additional support needs are identified.
• Maintain accurate and confidential records of inquiries, referrals, interactions, follow-up activities, and outcomes to promote continuity and a consistent service experience.
• Provide responsive support to healthcare professionals seeking end-of-life care information, resources, and organizational assistance.
• Connect healthcare professionals with peer networks, subject-matter experts, communities of practice, and relevant healthcare or community resources.
• Build and maintain positive working relationships with healthcare professionals, care teams, community partners, and service providers to support effective referrals and coordinated service.
• Collaborate with internal teams to resolve complex questions and appropriately escalate matters requiring clinical, legal, policy, or other specialized expertise.
• Maintain current referral pathways, resource directories, navigation tools, frequently used information, and educational resources to support timely and accurate responses.
• Monitor inquiries, referrals, follow-up activities, and service trends to identify opportunities to improve responsiveness, consistency, and the overall navigation experience.
• Maintain current knowledge of end-of-life care resources, referral options, organizational services, and relevant developments necessary to respond effectively to inquiries.
• Support the development and maintenance of navigation procedures, FAQs, resource directories, templates, and other tools that promote accurate and consistent customer service.
• Assist with quality-control reviews to ensure inquiries and referrals are handled accurately, respectfully, confidentially, and within established service expectations.
• Identify recurring questions, concerns, barriers, and unmet needs and share relevant trends with program leadership to support service improvements.
• Contribute to navigation reports, documentation, data collection, and other activities used to monitor service delivery and outcomes.
• Provide navigation coverage during periods of increased demand or staff absence as needed.
• Provide day-to-day functional coordination and support for approximately 3–5 trained volunteers assisting with navigation activities.

Benefits

• employer-shared medical and dental insurance premiums
• employer-paid short- and long-term disability, life, and accidental death and dismemberment insurance
• flexible spending accounts for medical and dependent care
• a commuter pre-tax benefit
• eligibility to participate in a 401(k) with a generous 5% employer match and immediate vesting upon eligibility
• paid holidays
• paid time off
• personal days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level