Support Navigator

Leidos

22h • $31,850 - $57,575 • Remote

About The Position

Leidos Health and Services Sector is hiring a remote Support Navigator for the Military OneSource program, which provides 24/7 information, resources, education, referrals, and counseling to military service members, their families, and eligible civilians worldwide. The Support Navigator provides comprehensive follow-up by phone, chat, and email, helping participants access resources and support that promote military readiness and family well-being.

The role coordinates timely non-medical counseling appointments, connects participants with network providers and other resources, and serves as a liaison among participants, internal departments, external resources, and providers. It requires strong customer service and call center skills, familiarity with military life, and a high degree of confidentiality, sensitivity, compassion, and respect. The position is remote and requires a separate, quiet, private, confidential workspace and reliable high-speed internet wired to the home through coax or fiber; mobile-device tethering and wireless internet service are not acceptable.

Requirements

• High school diploma or equivalent.
• Strong customer service skills and knowledge of call center operations.
• Understanding of military lifestyle and culture.
• Strong typing skills and proficiency in electronic documentation and web-based research.
• Proficiency in Microsoft Office applications, including Word, Outlook, and Excel, and electronic documentation systems.
• Ability to multitask effectively in a fast-paced environment.
• Strong organizational skills and attention to detail.
• U.S. citizenship and fluency in English.
• Ability to successfully pass criminal history and fingerprint background checks and credential verification.
• Ability to maintain and retain suitability investigation and clearance as required.
• Proficiency navigating electronic systems, computer programs, and virtual service platforms.
• A separate, quiet, private, confidential workspace and reliable high-speed internet wired to the home through coax or fiber; mobile-device tethering and wireless internet service are not acceptable.

Nice To Haves

• Military spouse status, military affiliation, and/or experience in the military community.
• Call center experience.
• Associate's degree.

Responsibilities

• Provide comprehensive wrap-around follow-up support to participants by phone, chat, and email to help ensure timely access to resources and services.
• Coordinate non-medical counseling appointments by liaising with network providers and helping participants secure timely connections to care.
• Serve as a liaison between internal departments, external resources, and network providers to facilitate seamless service delivery.
• Respond to participant inquiries in a 24/7 call center environment and provide appropriate resource linkages.
• Navigate available resources to resolve participant concerns and provide accurate information and administrative support.
• Gather participant feedback and assess satisfaction to support continuous service improvement.
• Document participant interactions, activities, and case updates accurately in the electronic case management system.
• Assist participants with documentation and translation requests as needed.
• Perform additional duties and special projects as assigned based on business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED