Senior Client Navigator

To apply for this position, please send a Resume and Cover Letter to info@engagewellipa.com. Please include "Senior Client Navigator Application" in the subject line.

Job Description: Senior Client Navigator

• Anticipated Start Date: 2/2/2025
• Salary Range: $75,000-85,000
• Grant Funded Position, with 2-years funding commitment, possibility for extension
• Work Environment: Hybrid – Work from home (60%; no employer office) and Field-based work (40%)

Position Overview:

EngageWell IPA seeks an experienced and compassionate Senior Client Navigator to support digital health and social service initiatives across our provider network. The Senior Client Navigator plays a central role in helping clients access and effectively use digital health applications (including Tangelo and Perx Health), improve digital literacy, and remain connected to care. This position also provides day-to-day supervision of a 1-3 member Client Navigator team and ensures high-quality service delivery across programs.

Key Initiatives Supported:

• Telemedicine Healthy Aging: Mental health, cognitive, and heart health assessments and telemedicine visit for adults over 60.
• Telemedicine Health Program: Remote screenings for mental health, nutrition insecurity, and heart health with telemedicine visit and referrals.
• Hypertension Control Initiative (Perx): Medication adherence, remote patient monitoring for blood pressure, and healthy diet support.
• HIV Control Program: Medication adherence and engagement in care.
• Digital Food Pantry & Nutrition Program (Tangelo): Digital food pantry with home-delivered food boxes to improve food-related chronic conditions and food insecurity.
• Digital Literacy & Inclusion: Building client confidence in technology use.

A. Direct Service Responsibilities

• Provide individualized client support in the use of digital health platforms (Tangelo, Perx Health, remote monitoring tools).
• Deliver digital literacy education and one-on-one technology support to clients
• Conduct outreach and re-engagement with clients who have become disconnected from services.
• Facilitate telemedicine appointment requests and follow-up connections to primary care, behavioral health, or specialty care, as needed.
• Deliver health tutorials and demonstrations (e.g., use of digital blood pressure monitors).
• Collect qualitative feedback on client experiences and barriers to service participation.
• Participate in community health fairs and outreach events as needed.

B. Administrative & Programmatic Responsibilities

• Ensure accurate data collection and reporting on client engagement, service utilization, and outcomes.
• Participate in quality improvement initiatives to strengthen service delivery.
• Manage gift card rewards distribution for client incentives.
• Support documentation of client encounters, assessments, and follow-ups using provided tracking tools.
• Provide support for grant reporting on client-related services.

C. Supervision & Team Leadership

• Supervise and support the Client Navigator team, including daily check-ins and assignment of caseloads.
• Coordinate deployment of navigators across program sites and populations.
• Provide training, coaching, and staff development on digital health literacy, client engagement, and motivational interviewing.
• Lead regular team meetings and case review sessions.
• Serve as a liaison between field staff and EngageWell program management to ensure service alignment and client success.

Qualifications

1. Bachelor’s degree in public health, social work, or related field (or equivalent combination of education and experience).
2. Minimum 5–10 years of case management or client navigation experience.
3. At least 3 years of supervisory experience in community health, care coordination, or social services.
4. Proficiency in smartphone and tablet technology, including digital health applications.
5. Strong interpersonal, organizational, and communication skills.
6. Familiarity with NYC’s safety-net healthcare and social service systems.
7. Preference given to bilingual applicants (Spanish/English). Additional proficiency in Mandarin or Haitian Kreyòl is a plus.
8. Ability to work independently, including remote- or work-from-home settings, and in team-based settings.

Working Conditions

• Full-time position involving hybrid work: work-from-home (60%) and field-based outreach and client support (40%)
• Must be available for occasional evenings/weekends for community events.

Preferred Skills

• Detail oriented and comfortable working directly with data, cleaning data, and managing spreadsheets.
• Experience using Microsoft Office Suite and Google tools (Excel, PowerPoint, Word, Google Forms, etc.).
• Experience in design, implementation, and evaluation of grant-funded social service programs.
• Strong interpersonal, written, and verbal communication skills.
• Team player who can work closely with others with respect and a sense of humor.
• Ability to multi-task and work on multiple projects; willingness to ask for help when needed.
• Ability to work remotely and communicate effectively with colleagues regarding deliverables.
• Willingness to travel throughout the five boroughs of NYC, when needed.

Benefits

EngageWell IPA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, gender identity, age, disability, or genetics. EngageWell complies with all applicable state and local laws governing nondiscrimination in employment in every location where the organization operates. EngageWell also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotion, termination, compensation, and training.

We offer a comprehensive healthcare and benefits package to full-time employees, including health, dental, and vision insurance, 401k retirement matching, short-term disability, and life insurance. Staff begins accruing PTO immediately for a total of up to 20 days earned in the first year. Federal student loan payments made during employment with EngageWell meet 'Federal Student Loan Forgiveness' requirements. EngageWell also offers a partial utilities reimbursement (wi-fi/electricity) to support remote work. Full details of fringe benefits will be made upon an offer for employment.

About EngageWell IPA

The EngageWell IPA is a start-up organization formed by 20 not-for-profit health and human services agencies in New York City, using a multi-year grant from New York State (NYS) to develop the infrastructure necessary to offer value-based, clinically integrated services to Medicaid Managed Care (MMC) enrollees. In the next few years, the small EngageWell leadership team will be responsible for 'standing up' a 21st Century healthcare organization dedicated to improving the quality of care for low-income New Yorkers with chronic medical conditions and serious behavioral health disorders.

Today, the EngageWell IPA network of community-based organizations promotes access to life saving services, increases engagement and retention in care, and advances the dignity and wellbeing of marginalized populations across NYC. Our IPA member agencies have a long history of addressing the social determinants of health (SDH) for individuals with complex medical, behavioral, and long-term care needs that drive a high volume of high-cost healthcare interventions. Member agencies provide the following services to address the medical, health, and social determinants of health needs for clients:

• Care Management / Care Coordination
• Behavioral Health: Mental Health & Substance Use Counseling, Syringe Exchange, Opioid Treatment, Overdose Prevention
• Prevention Services: Food / Nutrition, Education, Wellness, Peer Support, HIV Prevention, Harm Reduction
• Other SDH: Housing, Pre-vocational Services, Supported Employment, Employment / Vocational Services, Legal Services
• Medical: Primary Care, Dental Care, Pharmacy, HIV Prevention/Treatment

EngageWell IPA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, gender identity, age, disability, or genetics. EngageWell complies with all applicable state and local laws governing nondiscrimination in employment in every location where the organization operates. EngageWell also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotion, termination, compensation, and training.

We offer a comprehensive healthcare and benefits package to full-time employees, including health, dental, and vision insurance, 401k retirement matching, short-term disability, and life insurance. Staff begins accruing PTO immediately for a total of up to 20 days earned in the first year. Federal student loan payments made during employment with EngageWell meet 'Federal Student Loan Forgiveness' requirements. EngageWell also offers a partial utilities reimbursement (wi-fi/electricity) to support remote work. Full details of fringe benefits will be made upon an offer for employment.

Spanish, native / bi-lingual required