What are the responsibilities and job description for the Care Navigator position at MindGlow Health?
About MindGlow Health
MindGlow Health is an online behavioral healthcare company providing virtual therapy, psychiatric care, and medication management services to those seeking to improve their mental wellness. Our mission is to help people feel better and live fuller lives through improved mental health. To get there, we need exceptionally talented, high performers who share our passion to help others and want to make an impact in the mental health landscape.
While we are a startup, our company was built on the foundation of a well-established behavioral health organization, where thousands of people nationwide have sought mental healthcare. Drawing on that vibrant legacy of nearly 25 years, we are leveraging that expertise through a telehealth platform to make mental health care more accessible and inspiring hope and healing in everyone we serve.
About the Role
As a Care Navigator, you play a critical role in providing excellent customer service to both our mental health providers and clients. The role will serve as the voice of the customer within MindGlow Health while ensuring a best-in-class experience for our clients.
Our ideal candidate is a compassionate and dedicated professional with a strong background in customer service or healthcare. You excel in communication, managing multiple tasks efficiently, and remaining calm under pressure. You have a natural ability to empathize with clients and are committed to helping them navigate their mental health journey. You are also tech-savvy, with experience using EHR and/or CRM systems and a knack for problem-solving. Above all, you are passionate about mental health and are eager to contribute to a team that makes a real difference in people's lives.
This is an exciting opportunity to get involved at the ground level and help scale a new brand in the digital mental health space. While this is a remote-first role, for those living in close proximity to our Deerfield Beach, FL headquarters, we will accommodate you in an office setting.
What You'll Do
- Act as the first and primary point of contact for clients and mental health providers, addressing their inquiries via email, chat, and phone.
- Provide empathetic, supportive communication to clients, ensuring they feel heard and valued.
- Support our providers through onboarding, training, and their provision of care to our clients.
- Resolve client and provider issues and questions directly when possible, utilizing knowledge of MindGlow Health's services and policies.
- Escalate issues to the appropriate staff or management promptly and efficiently.
- Maintain accurate and detailed records of client interactions and resolutions in our designated system(s) and ensure clients have completed necessary documentation.
- Collaborate with our clinical team and providers to facilitate smooth communication and coordination of care.
- Actively seek and provide feedback to management to improve processes and enhance customer satisfaction.
- Serve as the primary advocate for the customer, ensuring their needs are met and exceeded, striving to maintain high levels of customer retention.
- Assist in onboarding new clients and providers, guiding them through the initial setup and usage of our telehealth platform.
- Participate in training and continuous education to stay updated on best practices and changes in mental health care services.
What You'll Have
- Willingness and desire to embrace and demonstrate alignment with MindGlow Health company values: Lead Bravely, Inspire with Hope, Act with Integrity, Live Compassionately, Seek First to Understand, Value Every Voice.
- Bachelor's degree in psychology, social work, healthcare, or a related field preferred.
- Minimum of 2 years of experience in customer service, healthcare, or a related field; mental healthcare experience a plus.
- Strong communication and interpersonal skills with the ability to handle sensitive and confidential information.
- Proficiency in using Electronic Health Record (EHR) and/or CRM systems and tools.
- Demonstrated problem-solving skills and a proactive approach to addressing client needs.
- Ability to multitask, prioritize, and manage time effectively in a remote work environment.
- Demonstrated problem-solving skills and a proactive approach to addressing client needs.
- Comfortable working in a fast-growing company environment where adaptability is key.
- Empathy, patience, and a genuine desire to help others.
- Familiarity with mental health terminology and services is a plus.
Benefits
- Competitive compensation, including salary plus equity and bonus opportunities
- Medical / Dental / Vision / Life Insurance / Disability
- High-deductible health plan with pre-tax Health Savings Account (HSA) option
- Pet Insurance, Legal Insurance plus additional memberships and perks
- 401K benefits with employer matching contribution
- Flexible PTO, company-paid holidays, parental leave policy
- Remote-first environment
- Employee Assistance Program
- Access to MindGlow Health services
- The opportunity to get in on the ground and build something that changes lives
At MindGlow Health, we are committed to fostering an inclusive and diverse workplace. We are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Our commitment extends to every aspect of the employment relationship, including recruitment, hiring, promotions, training, and conditions of employment.
