Care Navigator

About CWG

Connections Wellness Group is committed to providing dynamic, holistically enriching mental health services. Our team of psychiatrists, counselors, and therapists are trained to foster lasting solutions for their patients through a variety of proven approaches, including individual and group therapy, full-service psychiatric care, and, where warranted, partial hospitalization programs. We are proud to offer premier telehealth and teletherapy services as an option for most of our programs. Quality of life is possible. Our team provides life-enriching care that connects clients back to what matters most while establishing a clear path to long-term wellness.

Care Navigator

Job Type: Full-time

Job Schedule: 8:30am-5:00pm, M-F

Job Location: On-site, Ft. Worth, TX

Department: Administration

Reports to: Executive Director 

About CWG
At Connections Wellness Group, our mission is to provide you with meaningful, life-improving mental health support to promote positive change for your overall wellness. We provide comprehensive mental health services and accelerated group therapy, including Partial Hospitalization Programs (PHP) and Intensive Outpatient Programs (IOP), designed to offer structured support and guidance during critical times. Our purpose is to create a safe and nurturing environment where individuals can develop coping mechanisms, build resilience, and rediscover their inner strength, ultimately leading to a more fulfilling and balanced life. We believe everyone deserves access to quality mental healthcare, and we’re dedicated to being a trusted partner on your journey.

POSITION SUMMARY

The Care Navigator is responsible for maintaining a therapeutic environment in the facility and serves as the first point of contact for patients, clients, and guests.  This position will be responsible for answering phones, scheduling appointments/assessments, and collecting payment at the time of services rendered. The Care Navigator is passionate about fostering a positive and professional environment.

QUALIFICATIONS

Education: High School Diploma or GED required.  

Experience:   A minimum of two (2) years’ experience in customer service, preferred.

• 1 years of benefits verification experience is preferred.  

Additional Requirements: May be required to work flexible hours.

ESSENTIAL FUNCTIONS & PRIMARY RESPONSIBILITIES

• Greet clients and visitors in a professional, courteous, and supportive manner.

• Maintain a clean, organized, and welcoming reception and waiting area.

• Answer incoming telephone calls promptly using approved communication protocols; monitor voicemail and return calls in a timely manner.

• Perform administrative document management tasks including scanning, uploading, downloading, and transmitting documents via fax and electronic systems.

• Monitor and respond to email communications in a timely and professional manner.

• Ensure required intake and administrative forms are completed accurately for all new and existing clients.

• Document all client communications and interactions in accordance with organizational standards within 24 hours of occurrence.

• Schedule appointments for new and existing clients using approved scheduling procedures and scripts.

• Coordinate and schedule follow-up appointments prior to clients leaving the facility when recommended by the client’s provider.

• Provide basic assistance to clients regarding insurance-related questions, including general explanation of Verification of Benefits (VOB) information.

• Collect and process required appointment fees at the time of client arrival in accordance with organizational policies.

• Direct or refer clients to appropriate internal departments as needed (e.g., Assessment, Business Office, Nursing, Medication Services, or other clinical support areas).

Disclaimer:
The essential functions listed above are representative of the duties performed in this position and are not intended to be an exhaustive list. Additional duties may be assigned as needed to support organizational operations.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Exhibit strong written and verbal communication skills.
2. Exhibit basic computer skills including, but not limited to:
   1. Microsoft Office
   2. Email Correspondence
3. Knowledge of facility policies and procedures.
4. Exercise sound judgement in briefly assessing client needs and referring to appropriate providers/programs (i.e., referring for PHP/IOP screenings, referring to providers with certain specialties, etc).
5. Maintain highest level confidentiality.
6. Ability to react calmly and effectively in emergency situations.

PHYSICAL, MENTAL, AND SPECIAL DEMANDS

• Ability to remain seated for extended periods (approximately 8–10 hours) while performing job duties.

• Ability to reach above and below the waist; bend, turn, and twist; and operate standard office equipment, including but not limited to a copier, computer, telephone, calculator, safe, and facsimile machine.

• Visual ability sufficient to read handwritten and typed materials and to work with standard office documents and computer screens.

• Ability to stand and walk throughout the facility as required in the course of performing job duties.

• Ability to perform repetitive tasks and maintain a moderate work pace.

• Ability to respond appropriately to occasional electrical, mechanical, or equipment-related issues or emergencies.

• Flexibility to work varied schedules, including evenings, as operational needs require.

• Ability to manage multiple assignments and priorities and meet established deadlines.

MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES:

THIS SECTION DESCRIBES THOSE MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES AN EMPLOYEE IN THIS POSITION MUST BE ABLE TO USE.

1.     Computer.

2.     Microsoft Office.

3.     Electronic Medical Records.

4.     Copy machine.

5.     Policies, procedures, plans, programs, and manuals.

Please Note: This is a drug-free workplace. All candidates must be able to pass a pre-employment drug screen and be willing to submit to a national background check. If interested in this position, please apply with a complete resume and work history.

Disclaimer:
Applicants who have been patients of any program or provider at the facility are eligible for employment under the conditions outlined below: For private practice therapy and medication management, the applicant must have discontinued or transferred their treatment to a provider or providers outside of the facility. For PHP/IOP services, the applicant must have been discharged from the program at least 2 years before applying for employment.