Lead Care Access Navigator- Bilingual Spanish/English

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.

Essential Functions: 

• Strong ability to take initiative and confidently directs client interactions.

• 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.

• Strong understanding of Vitra Health program offerings, competitive advantages, and operational workflows

• 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. 

Education, Experience, and Licensure 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.

Physical and Environmental Demands: 

• Works in a clean, well-lit environment with fluctuating temperatures in close proximity to others.

• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.

• Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to navigate stairs; requires visual acuity and manual dexterity to operate equipment.