Behavioral Health Care Navigator

Position Title :

Behavioral Health Care Navigator

Company Overview :

Upward Health is an in-home, multidisciplinary medical group providing 24 / 7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs

everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals

because we know that health requires care for the whole person. Its no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description :

The

Behavioral Health Care Navigator

plays a key role in supporting the delivery of behavioral and mental health services by managing all aspects of patient scheduling and order coordination for assigned providers. As the primary point of contact for provider scheduling needs, this role ensures timely access to care, accurate follow-up, and smooth communication between patients and clinicians. This position is central to maintaining continuity of care, minimizing missed appointments, and reducing the administrative burden on clinical staff..

KEY RESPONSIBILITIES

Monitor and manage provider-placed orders (e.g., therapy follow-ups, psychiatric medication follow-ups, referrals), ensuring appropriate action is taken and documentation is completed.

Schedule, reschedule, and cancel patient appointments for assigned behavioral health and mental health providers, ensuring timely access and coordination.

Monitor provider(s) calendars daily to ensure appropriate spacing, prioritization, and patient flow.

Respond promptly to changes in provider availability and communicate updates to patients.

Coordinate appointments for new patients and follow-up visits, ensuring all documentation is completed.

Serve as the dedicated scheduling and coordination point for one or more behavioral health providers.

Reach out to patients via phone and text to confirm appointments, discuss rescheduling needs, or follow up on no-shows.

Provide clear, compassionate communication and ensure that all patient interactions support high satisfaction and engagement.

Build strong working relationships with assigned clinicians and act as an extension of their daily workflow support team

Document all interactions accurately and thoroughly in the EMR and CRM system

Skills Required :

Strong organizational skills with the ability to manage multiple schedules and priorities

Excellent interpersonal and communication skills, especially via phone and written communication

High level of empathy and the ability to connect with patients experiencing behavioral or emotional challenges

Comfortable with recognizing and appropriately escalating crisis situations in alignment with company protocols

Detail-oriented with a commitment to accuracy in scheduling and documentation

Comfortable working in a fast-paced virtual environment with multiple systems and technologies

Professional, patient-centered demeanor with strong problem-solving skills

Knowledge of behavioral health terminology and services preferred

Key Behaviors :

Builds trusted relationships with assigned clinicians and supports seamless scheduling

Communicates clearly and compassionately with patients

Follows through on orders and appointments to ensure completion

Adjusts quickly to changes in provider schedules and patient needs

Prioritizes service excellence and patient engagement

Competencies :

Scheduling Coordination : Manages all aspects of scheduling, rescheduling, and cancellation for BH / MH services

EMR & CRM Proficiency : Accurately documents all interactions and updates in medical systems

Patient Engagement : Ensures high-touch outreach and follow-up for patient appointments

Team Collaboration : Partners closely with assigned providers as an extension of their support team

Crisis Escalation : Recognizes when patients may be in crisis and follows escalation procedures

Communication : Delivers clear and supportive communication to patients and clinicians

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

California pay range$21—$24 USD

Upward Health Benefits

Upward Health Core Values

Upward Health YouTube Channel

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