Family Care Navigator

Job description

FAMILY CARE NAVIGATOR Village | Full-Time WHY WE'RE BUILDING VILLAGE Village Co-founder and CEO Brandon Terry's daughter Payton was born with a rare genetic condition — partially missing a chromosome critical for building essential organs. Diagnosed at 2 months old, she had 5 surgeries in her first 2 years. Brandon and his wife were told she might never walk or talk. Payton is doing wonderfully today. But what Brandon and his family remember most isn't just the medical complexity — it's the feeling of being on their own. Great doctors, but no one helping them navigate each step of the journey. No one connecting the dots. Tens of millions of families are living that same experience right now — navigating developmental delays, rare conditions, chronic illness, and special needs without a real partner in their corner. The more families Village meets, the more they realize this experience is not unique, but shared. There has to be a better way. This is why we're building it. ABOUT THE ROLE Village is looking for a Care Navigator to guide families from intake through successful connection with the right provider. This role is highly client-facing and execution-focused. It requires empathy, organization, strong communication, and the ability to manage complexity without dropping details. You will serve as a consistent, trusted point of contact — ensuring every family experiences Village as responsive, thoughtful, and reliable. This role is ideal for someone who thrives in service-oriented environments, can manage multiple moving pieces, and takes pride in delivering a seamless experience. WHAT YOU'LL OWN You will be responsible for the end-to-end family journey from intake to successful match and follow-through. In practice, that means: INTAKE & FAMILY SUPPORT - Answering inbound calls, emails, and messages with professionalism and empathy - Gathering accurate information about clinical needs, preferences, urgency, insurance, and logistics - Clearly explaining next steps, timelines, and what to expect - Serving as a consistent point of contact throughout the process PROVIDER MATCHING & COORDINATION - Matching families with appropriate providers based on clinical fit, availability, insurance, and preferences - Coordinating introductions and facilitating warm handoffs - Tracking provider availability and maintaining accurate provider profiles - Following up to confirm successful connections and troubleshoot barriers CUSTOMER EXPERIENCE & SUCCESS - Delivering a high-quality, supportive experience at every touchpoint - Proactively checking in to ensure satisfaction and continuity of care - Identifying and escalating service gaps or concerns - Documenting all interactions clearly and accurately in internal systems INSURANCE & BENEFITS SUPPORT - Collecting and verifying basic insurance information during intake - Providing general education around benefits, coverage, copays, deductibles, and out-of-pocket maximums - Flagging potential coverage concerns and routing complex issues appropriately OPERATIONAL EXCELLENCE - Maintaining highly organized case records - Tracking outcomes and status using internal tools and workflows - Following established processes while identifying opportunities for improvement WHO YOU ARE Empathy Driven. You are comfortable discussing sensitive topics and meeting families where they are — emotionally and practically. Exceptionally organized. You can manage multiple families and provider conversations at once without losing details. Service-oriented. You take pride in delivering a smooth, thoughtful, high-quality experience. Clear communicator. You can explain complex topics (like insurance basics or next steps in care) in simple, reassuring language. Calm under pressure. You can handle urgency, ambiguity, and emotionally charged situations with steadiness and professionalism. WHAT WE'RE LOOKING FOR - Strong verbal and written communication skills - Excellent organizational skills and attention to detail - Customer service or customer success experience - Ability to manage multiple priorities simultaneously - Comfort discussing sensitive family and health topics - Basic understanding of health insurance concepts - Proficiency with CRM systems and standard office tools Preferred: - Experience in healthcare, care coordination, pediatric therapy, or social services - Familiarity with provider networks, referrals, or insurance workflows WHY THIS ROLE MATTERS Families do not remember platforms. They remember people. The Care Navigator is often the first and most consistent human connection families have with Village. The quality of this role directly impacts trust, satisfaction, retention, and outcomes. If you are motivated by meaningful work, operational excellence, and the opportunity to help families feel less alone — we’d love to meet you.