Specialty Services Navigator

Accountabilities

• • Provide high-touch operational support, specialized coordination, and critical issue resolution across a variety of client workflows.
  • Manage complaints and escalations from initial investigation through resolution, ensuring timely, thorough, and professional follow-through.
  • Identify process gaps, surface recurring issues, and advocate for clients when appropriate to improve service quality and outcomes.
  • Prioritize client safety and wellbeing by recognizing potential concerns and appropriately triaging cases to ensure the right level of support.
  • Collaborate with cross-functional teams to investigate and resolve complex issues while bringing front-line insight into client needs and operational challenges.
  • Support inbound and scheduled client communications, including complex interactions by phone and email.
  • Participate in specialized projects, process improvements, and administrative initiatives as assigned.
  • Demonstrate initiative by identifying opportunities for improvement and taking ownership of additional responsibilities where needed.
  • Maintain a professional, empathetic, and client-focused approach across all interactions.
  • Remain available in the live inbound phone queue for approximately 80% of scheduled shifts and support holiday coverage when required.

  Requirements

  • At least 6 months of above-standard performance as a Client Support Specialist or in a comparable role.
  • Demonstrated mastery of current casework responsibilities, including strong knowledge of relevant tools, technology platforms, workflows, and processes.
  • Strong client support and clinical knowledge, with a proven ability to handle detailed and complex casework accurately and thoroughly.
  • Exceptional written and verbal communication skills, particularly when collaborating with cross-functional teams and communicating with clients.
  • Proven ability to manage inbound and scheduled calls as well as complex client communications through email.
  • Strong critical-thinking, analytical, and problem-solving abilities, with the judgment to resolve issues and provide meaningful feedback on the client experience.
  • Demonstrated initiative, creativity, and adaptability, with the ability to identify opportunities, develop solutions, and take ownership of new projects.
  • Strong organizational skills and the ability to balance competing priorities independently in a fast-paced environment.
  • A self-directed, dependable, and collaborative working style, combined with a professional and friendly approach to client interactions.
  • Ability to work one of the following scheduled shifts: Sunday–Thursday, 8:00 a.m.–4:30 p.m. PT, or Monday–Friday, 9:30 a.m.–6:00 p.m. PT.
  • Willingness to work holidays when coverage is required.

  Benefits

  • Compensation: $29–$45 per hour, with placement based on skills, qualifications, experience, and location.
  • Comprehensive healthcare coverage, including medical, dental, and vision insurance.
  • Flexible spending and health savings account options.
  • Life and disability insurance.
  • Access to coaching and therapy services.
  • Equity opportunities through discretionary restricted stock units.
  • Paid vacation, sick time, and company holidays.
  • Paid parental leave.
  • 401(k) plan with up to 3% company matching.
  • Monthly technology allowance.
  • Wellbeing initiatives, community celebrations, employee activities, and other perks.
  • Fully remote work environment.