Navigation Specialist Remote

This is a full-time, remote position. The starting salary range is $70,000–$90,000 annually. The final salary offered will be based on relevant experience, qualifications, internal equity, and organizational considerations.

We offer excellent benefits, including employer-shared medical and dental insurance premiums; employer-paid short- and long-term disability, life, and accidental death and dismemberment insurance; flexible spending accounts for medical and dependent care; a commuter pre-tax benefit; eligibility to participate in a 401(k) with a generous 5% employer match and immediate vesting upon eligibility; paid holidays; paid time off; and personal days.

• Serve as a primary point of contact for individuals, families, caregivers, and healthcare professionals seeking end-of-life care information and support.
• Respond to inquiries with empathy, professionalism, and responsiveness while providing accurate information and helping individuals understand available services, resources, and next steps.
• Assist individuals and families in navigating end-of-life care options and referral pathways, including resources related to dementia, advance care planning, and medical assistance in dying (MAID).
• Coordinate referrals and connections to appropriate organizational resources, community services, healthcare professionals, and other sources of support within the scope of the role.
• Conduct timely follow-up to confirm questions have been addressed, connections have been made, and additional support needs are identified.
• Maintain accurate and confidential records of inquiries, referrals, interactions, follow-up activities, and outcomes to promote continuity and a consistent service experience.
• Provide responsive support to healthcare professionals seeking end-of-life care information, resources, and organizational assistance.
• Connect healthcare professionals with peer networks, subject-matter experts, communities of practice, and relevant healthcare or community resources.
• Build and maintain positive working relationships with healthcare professionals, care teams, community partners, and service providers to support effective referrals and coordinated service.
• Collaborate with internal teams to resolve complex questions and appropriately elevate matters requiring clinical, legal, policy, or other specialized expertise.

• Maintain current referral pathways, resource directories, navigation tools, frequently used information, and educational resources to support timely and accurate responses.
• Monitor inquiries, referrals, follow-up activities, and service trends to identify opportunities to improve responsiveness, consistency, and the overall navigation experience.
• Maintain current knowledge of end-of-life care resources, referral options, organizational services, and relevant developments necessary to respond effectively to inquiries.
• Support the development and maintenance of navigation procedures, FAQs, resource directories, templates, and other tools that promote accurate and consistent customer service.
• Assist with quality-control reviews to ensure inquiries and referrals are handled accurately, respectfully, confidentially, and within established service expectations.
• Identify recurring questions, concerns, barriers, and unmet needs and share relevant trends with program leadership to support service improvements.
• Contribute to navigation reports, documentation, data collection, and other activities used to monitor service delivery and outcomes.
• Provide navigation coverage during periods of increased demand or staff absence as needed.
• Provide day-to-day functional coordination and support for approximately 3–5 trained volunteers…