Client Experience Navigator

FLSA Status: Full-Time, Hourly, Non-Exempt Reports to: Managing Director/Compliance

We are looking to fill two Client Experience Navigator roles within Oxbow Center; one to cover Cody, WY., Powell, WY, and Lovell, WY and the second to cover Worland, WY., Basin, WY. and provide support as needed at the Wyoming Boys School.

Job Summary:

The Client Experience Navigator supports clients from initial contact through discharge by coordinating an organized, high-quality care experience. This role helps ensure each client is connected to the appropriate clinician for intake, supported through BHC enrollment, and receives coordinated, continuous services across the care team (therapy, medication management, peer support, case management, and community resources).

The Client Experience Navigator may also work directly with the client during intake to assist the clinician with required enrollment documentation (as appropriate to role scope) and continues to support documentation and workflow needs throughout the client's case to ensure timely completion of required forms and care milestones.

The Client Experience Navigator tracks the client's progress throughout their case using defined care experience and documentation metrics, helping the multidisciplinary team maintain alignment between services delivered and the treatment plan, and ensuring required forms and documentation are completed accurately and on time. This role also supports reporting, outcomes tracking, and continuous quality improvement efforts related to client flow, engagement, and care coordination.

Essential Functions:

Client Access, Intake Coordination, and Enrollment

• Serve as a primary point of contact for clients during onboarding, ensuring a welcoming, responsive, and organized experience.
• Coordinate intake flow by gathering essential information and assigning/scheduling the appropriate clinician for intake based on client needs, clinical appropriateness, availability, and program criteria.
• Work with the client at intake to support the clinician by assisting with completion/collection of required enrollment documentation (e.g., releases of information, demographic forms, consents, screening tools, insurance information, and other required paperwork), consistent with training, policy, and scope.
• Assist clients with BHC enrollment, including guiding clients through enrollment steps, documentation requirements, and troubleshooting barriers to completion.
• Support clients in understanding next steps, what to expect in services, and how to access support between appointments.
• Assist self-pay clients, tracking billing-related documentation, and coordinating with billing staff to ensure timely and accurate follow-up.

Care Navigation and Continuity

• Coordinate with clients and relevant service providers (e.g., therapy, medication management, peer support, case management, and community partners) to ensure comprehensive, continuous, and well-tracked care throughout the client's service experience.
• Help clients access needed medical, social, educational, and other supportive services by providing referrals, warm handoffs, and follow-up.
• Refer clients to community resources (e.g., housing, treatment supports) and follow through to confirm connection, reduce barriers, and document outcomes.
• Maintain ongoing communication with internal and external providers to support continuity of care and reduce gaps in services.

Documentation Support Throughout the Case

• Support ongoing documentation and workflow needs throughout the client's episode of care by coordinating and tracking completion of required items (e.g., updated releases, required assessments/screeners, treatment plan signatures, program-specific documentation, and discharge paperwork).
• Provide reminders and coordination support to clients and team members to reduce delays in documentation completion and maintain compliance with timelines.

Metrics, Documentation Tracking, and Quality Support

• Track the client's care throughout their case using clear metrics, including (but not limited to):
• Whether services delivered are aligned with the treatment plan
• Whether required forms, releases, and documentation are completed accurately and in a timely manner
• Client engagement indicators (e.g., follow-up completion, appointment adherence, service completion milestones)
• Monitor workflow checkpoints (intake completion, treatment plan completion/updates, required screenings, releases/consents, discharge documentation) and coordinate with the team to address delays.
• Maintain accurate records and data entry in the EHR and other tracking tools to support program monitoring, audits, and reporting requirements.
• Compile and report/present findings related to client flow, engagement, care experience metrics, screenings, and outcomes as directed.

Multidisciplinary Team Collaboration

• Participate as an active member of the multidisciplinary team, contributing to coordinated planning for the client's complete care.
• Communicate care coordination needs, barriers, risks, and client experience concerns to the appropriate team members.
• Support care planning discussions (case consults, team huddles, coordination meetings) by bringing relevant care experience and documentation status updates.

Professional Standards and Other Duties

• Conduct self in a professional manner at all times and maintain therapeutic, professional boundaries.
• Maintain professional relationships with other departments, external organizations, service providers, and families of clients as appropriate.
• Adhere to all pertinent laws, regulations, and ethical standards related to client care, confidentiality, and documentation.
• Travel between facilities may be required

• Complete all agency orientation and required annual training.
• Perform other duties as assigned.

Education and Experience:

• 1-2 years of experience in a behavioral health, healthcare, case management, client services, or care navigation setting - Preferred
• Equivalent combination of education and experience will be considered.

Required Skills and Abilities:

• Strong client-service mindset with the ability to create supportive, clear, and organized client experience.
• Ability to coordinate care processes across multiple service lines (intake, therapy, medication, community supports).
• Strong organizational and follow-through skills; able to manage multiple cases, deadlines, and documentation checkpoints.
• Ability to track, monitor, and report on workflow and care metrics (timeliness, completion, alignment with treatment plan).
• Effective written and verbal communication skills, including professional communication with clinicians and community partners.
• Ability to identify barriers to care (logistical, social, financial, engagement-related) and support problem-solving and escalation when needed.
• Ability to work collaboratively with interdisciplinary teams and maintain professional boundaries.
• Knowledge of trauma-informed and person-centered care principles.
• Ability to maintain confidentiality and exercise sound judgment in sensitive situations.
• Experience with Electronic Health Records (EHR), Outlook, and Microsoft Office (Excel/Sheets skills a plus for tracking and metrics).

Supervisory Responsibilities:

No