Senior Care Access Navigator (Bilingual: English/Spanish)

About Vitra Health

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs— supported by a Nurse, and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.

To help share our mission and expand our community impact, Vitra Health is seeking a Senior Care Access Navigator who is passionate about community engagement and helping people access the care and resources they deserve.

The Opportunity

The Senior Care Access Navigator is a brand ambassador responsible for stewarding clients through the intake process for long-term support services. This relationship-based role supports Vitra Health's commitment to excellent healthcare delivery and growth goals. The members of this team employ a strategic approach to ensure families are onboarded quickly and compliantly, and the workflow reflects the daily needs of our consumers.  

Key Responsibilities

• Strong ability to take initiative and confidently directs client interactions 

• Strong understanding of Vitra Health program offerings, competitive advantages, and operational workflows 

• Maintain professional communication with prospective clients through various channels, including phone, email, text, and mailing, at appropriate intervals and with consistency 

• Identify credential qualified caregivers for Family Care programs 

• Educate families on program policies and regulations  

• Collect and confirms relevant consumer and caregiver information  

• Support all steps of the intake process as needed, including leveraging regional resources to support consumer experience 

• Skilled problem solver in the name of consumer satisfaction 

• Maintain the highest standard of confidentiality for all protected health information  

• Fosters a culture of customer service and commitment to quality care  

• Serves as a brand ambassador for Vitra reflecting our vision, mission, and values  

• Shows a genuine interest and compassion for the communities we serve and commitment to the diversity of our clients and team members  

• Mentor and supports team members 

• Complete other tasks as assigned 

• Foster culture of customer service and commitment to quality care. 

• Serve as a brand ambassador for Vitra reflecting our vision, mission, and values. 

• Show a genuine interest and compassion for the communities we serve. 

• Other duties as assigned.

What we are looking for:

• Second language strongly preferred 

• Bachelor's degree is strongly preferred 

• 2+ years prior experience with sales, relationship management, or client enrollment preferred 

• 2+ years' experience and complete comfort using Microsoft Suite 

• Excellent problem-solving, customer service, and communication skills required 

• Prior experience with Hubspot, Salesforce, Optum, Wellsky, RingCentral or similar platforms preferred 

• Demonstrated ability to work independently, and willingness to work in the field if needed 

Work Environment and Physical Requirements

• Office-based work in a clean well-lit environment with fluctuating temperatures near others.

• Client-facing field staff and community liaisons require frequent travel to client homes or community settings; ability to drive safely; work in client homes may involve varying temperatures, odors, allergens, pets, and other environmental factors.

• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.

• Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.

Perks and Benefits:

• Employer sponsored health Insurance with a generous employer match.

• Dental and Vision Benefits.

• Supplemental Benefits

• Life, Accident, Critical Illness and Disability Insurance.

• 401K with a 5% company match.

• Accrued Paid-Time-Off.

• Ten company paid holidays.

• Wellness Benefits.

• Tuition Reimbursement.

• Supportive team structure and company culture with a focus on work/life balance.

Vitra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.