Patient Care Navigator

Join a team that’s transforming mental healthcare. Founded by psychiatrists, Headlight is more than a company: it’s a movement. A movement that exists on the front lines of the mental health crisis, transforming the way people access care and the way clinicians deliver it. In order to help people in their time of need and ensure that every person who comes to us has options, we are transparent about our capabilities, treatments, and coverage, we champion innovation, and we leverage our rich data to continuously implement better ways of delivering care. Our mission is simple but powerful: Improving lives, one session at a time. 
Our highly skilled and principled clinical team enjoys autonomy and institutional support so they can put their focus where it should be: on improving patient outcomes. Our clinicians want to do more than help individual clients, so they work to affect the system as a whole, elevating standards of care so that their efforts reverberate far beyond what they could do in private practice.
As the most trusted behavioral health partner in the Western U.S., we’ve established deep relationships that give us unparalleled access, interoperability, and first-priority referrals. This exclusivity, combined with our best-in-class coordinated care and feedback loops, results in superior outcomes and cost savings.
Our services are convenient, accessible, and expert, combining personalized client engagement with advanced technology to enhance, not replace, human connection. Indeed, we hold that human-to-human relationships are indispensable, so from the match to the session to the time between sessions, we provide whole person care so nobody falls through the cracks and there is a brighter path forward for all.

Our Pillars

• Make things easier.
• Forge genuine connections.
• Elevate the standard.

Roles & Responsibilities

Patient Navigation & Warm Handoffs- Serve as the initial point of contact when a healthcare partner identifies a patient with a behavioral health need. 

• Depending on the partnership model, provide navigation onsite within a healthcare partner’s office, virtually or through a hybrid approach. 
• Receive real-time warm handoffs from physicians, clinicians, and other healthcare staff. 
• Establish rapport quickly and create a seamless transition from the referring provider to Headlight.
• Mirror the language and tone used by the referring provider, so the patient does not feel as though they are being handed from one system to another. 
• Understand the patient’s needs, preferences, and barriers to accessing care.
• Explain Headlight’s services clearly and in a patient-centered manner. 
• Support insurance verification, appropriate clinician matching, and scheduling of the patient’s initial appointment. 
• Complete the navigation and scheduling process whenever possible during the initial interaction. 
• Provide appropriate follow-up when additional support is required. 
• Recognize situations requiring escalation and follow established safety and clinical protocols. Referral Recovery & Patient Reengagement - Take appropriate ownership of the navigation process when a patient encounters friction.  
• Review referrals that have not successfully progressed to care and identify the barrier preventing connection. 
• Follow up on missing insurance information, inaccurate or disconnected phone numbers, incomplete referrals, and other administrative barriers. 
• Coordinate with referral sources and internal teams to obtain missing information or clarify next steps. 
• Reengage patients who expressed interest in care but did not successfully connect. 
• Work appropriate referrals through resolution rather than allowing an unresolved disposition to become a lost patient. 
• Maintain a clear next step for referrals requiring additional action. 
• When Headlight is not the appropriate destination, help facilitate connection to an appropriate alternative provider, community resource or strategic partner.   Referral Quality & Navigation Operations - Maintain accurate, timely, and meaningful referral dispositions. 
• Review referral queues for incomplete, inaccurate, ambiguous, aging, or unresolved referrals. 
• Identify and resolve disposition discrepancies.
• Ensure referral information and patient interactions are accurately documented in Headlight systems. 
• Identify patterns in referral barriers, patient drop-off and unsuccessful connection to care. 
• Conduct targeted call listening or interaction reviews when appropriate to identify opportunities to improve patient experience and navigation quality. 
• Surface recurring issues or trends to the appropriate internal team. 

Qualifications

• High school diploma or GED required, Associate's degree in Healthcare Administration, Business, or related field, preferred. 
• Complete Certified Peer Specialist training or certification as required by Headlight and applicable state or program requirements, either prior to or as part of onboarding. 
• Experience in healthcare, behavioral health, patient access, intake, care coordination, navigation, customer experience or related field.
• Experience interacting directly with patients or healthcare consumers. 
• Excellent verbal and written communication skills.
• Ability to establish trust and rapport quickly.
• Strong judgment and ability to navigate ambiguity, exceptions, and unexpected situations.
• Ability to manage multiple referrals, follow-ups, and priorities independently.
• Comfort working across multiple technology systems.
• Strong problem-solving skills and ability to identify the appropriate next step. 
• Ability to work independently while recognizing when escalation is appropriate.
• Commitment to confidentiality, professionalism, and patient-centered care. 
• Certified Peer Specialist certification or willingness and ability to complete certification as part of onboarding, where applicable.
• Spanish language skills preferred but not required.

Benefits

• W2 role with competitive hourly rate and an additional incentive-based pay structure

• Medical, Dental and Vision on the first of the month after employment (based on FT hours)

• Paid Vacation, Sick, and Holiday time

• Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges. 

• 401(k) plan with company contribution

• Hybrid work schedule

• Opportunity to work in a cutting-edge healthcare technology environment

• Professional development opportunities and training

• Collaborative and supportive work culture

• Impactful role contributing to the enhancement of patient care and healthcare processes

If you need any accommodations for your interview please email HR@headlight.health prior to scheduling.
Not meeting all the requirements? Research indicates that women, communities of color, and historically underrepresented individuals are often hesitant to apply for jobs unless they meet every qualification. We are committed to cultivating a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but your previous experience doesn't precisely match every qualification listed, we enthusiastically encourage you to submit your application. You could be the ideal candidate for this role or others!
Headlight is committed to the principles of diversity, equity, and inclusiveness and seeks to create a working environment reflective of this commitment. We seek to provide a diverse clinician base to support the diversity of our clients. Headlight supports and respects diversity of people, culture, and ideas throughout our organization. Headlight thrives to be a welcoming, diverse and discrimination- and harassment-free workplace.
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