Healing Navigator

Why This Role MattersMany guests do not move forward with care because they do not fully understand:what is happeningwhy treatment matterswhat the path forward looks likeor how the investment in care will improve their lifeThe Healing Navigator changes that.This role is responsible for helping guests understand the value of the care being recommended and guiding them into the next step of their healing journey with trust, clarity, and confidence.This is not a passive administrative role.This is a high-touch hospitality and conversion role that directly impacts:treatment startshealing pathway initiationguest trustcare continuityand revenue realizationIf done well, this role helps people say yes to healing.Position SummaryThe Healing Navigator partners with guests after their clinical evaluation to help them understand their recommended care pathway and confidently move forward with treatment.This Role Requires Someone Who Canbuild trust quicklycommunicate with sincerity and confidenceexplain value clearlyaddress hesitation with empathyand guide decisions without pressureYou are not simply reviewing treatment plans.You Arehelping people emotionally and practically process what comes nextconnecting the care recommendation to the guest’s goals and concernsand helping them take actionThe best Healing Navigators combine the heart of hospitality with the discipline of a high-performing sales professional.What Success Looks LikeA high-performing Healing Navigator:creates immediate connection and trust with guestsmakes guests feel seen, supported, and understoodexplains treatment recommendations clearly and persuasivelyhelps guests understand the value of moving forward nowconfidently guides guests into treatment without sounding pushyovercomes hesitation through empathy, education, and clarityconsistently converts recommended care into treatment startsKey Performance Expectations (KPIs)This is a performance-driven role with direct impact on healing outcomes and clinic growth.Treatment Start Rate: ≥ 70%Healing Pathway Initiation Within 60 Days: ≥ 70%Same-Day Treatment Scheduling Rate: ≥ 60%Treatment Drop-Off Rate: < 20%Guest Satisfaction (CSAT): ≥ 4.7Supporting Metrics May Includecompleted treatment consultstreatment acceptance by provider / pathwayfinancial-related treatment hesitation trendsfollow-up conversion rate for undecided guestsCore ResponsibilitiesHealing Pathway GuidanceMeet with guests following clinical evaluation or recommendationReview and explain recommended treatment pathways clearly and confidentlyHelp guests understand the purpose, value, and expected outcomes of their care planGuide guests toward the most appropriate next step in their healing journeyValue Communication & Treatment ConversionTranslate clinical recommendations into clear, meaningful benefits for the guestHelp guests understand why treatment matters and why moving forward now is importantAddress hesitation, uncertainty, or objections with empathy and confidenceUse consultative sales skills to move guests from interest or uncertainty into actionSupport guests in making informed and timely decisions about careGuest Connection & ReassuranceBuild genuine, sincere connection with guestsCreate an emotionally safe and supportive environment for decision-makingEnsure guests feel Loved, Heard, and Safe throughout the conversationListen deeply and respond to both spoken and unspoken concernsTreatment Start CoordinationSchedule treatment services and follow-up appointmentsCoordinate next steps with providers, clinical teams, and Coverage ConciergeEnsure guests leave with a clear and actionable planRemove administrative or communication barriers that could delay treatmentCollaboration & Care Team AlignmentWork closely with providers to understand recommended pathwaysPartner with Coverage Concierge to ensure financial clarity supports treatment startCoordinate with Guest Experience Coordinators and clinic staff to support seamless transitionsDocument treatment decisions, barriers, and follow-up plans clearlyThe Type Of Person Who Thrives In This RoleThis role is ideal for someone who is both deeply relational and performance-oriented.The Strongest Candidates Often Come From Backgrounds Such Ashigh-end hospitality or concierge environmentstreatment coordination in healthcare or dental specialty practicesconsultative sales roles with a service mindsetluxury client experience rolespatient education / navigation roles with strong conversion skillsYou Will Thrive In This Role If Younaturally connect with people and earn trust quicklyare warm, sincere, and emotionally intelligentare confident discussing value and guiding decisionscan explain complex recommendations in simple, compelling languageare comfortable with performance expectations and measurable outcomesunderstand that helping someone move forward is a service, not pressureenjoy the intersection of hospitality, education, and conversionstay composed and persuasive even when guests are uncertain or hesitantYou May Struggle In This Role If Youare uncomfortable asking for commitment or next stepsavoid conversations about cost, hesitation, or decision-makingprefer passive support roles over consultative guidancestruggle to connect emotionally with othersdislike accountability for outcomes and conversion metricshave strong hospitality instincts but weak influence or closing skillsRequired Skills & Experience2–5+ years of experience in hospitality, healthcare coordination, treatment coordination, consultative sales, or high-touch client serviceStrong interpersonal and verbal communication skillsProven ability to build trust and influence decisions ethicallyAbility to explain complex services or recommendations clearlyStrong emotional intelligence and active listening skillsExcellent follow-through, organization, and documentation habitsPreferredexperience in healthcare, specialty medicine, dental specialty, or wellness settingsexperience in treatment coordination or case presentationexperience in sales, membership conversion, or consultative service rolesexperience discussing financial responsibility, treatment plans, or long-term care pathwaysCritical Skills For This RoleThe ideal Healing Navigator must demonstrate strength in all of the following:Hospitality & Relationship Buildingcreates warmth quicklybuilds authentic rapportmakes people feel comfortable and supportedConsultative Sales Abilityguides people toward decisions confidentlyunderstands how to connect value to needcan ask for commitment without sounding forced or scriptedValue Communicationexplains not just what care is, but why it mattersconnects treatment to quality of life, healing, and future outcomeshelps guests understand the consequences of inaction without fear-based pressureEmotional Intelligencereads hesitation accuratelyresponds with empathyhelps guests process uncertainty in real timeProfessional Accountabilityembraces KPIs and outcome ownershipfollows through consistentlytakes responsibility for treatment progression, not just conversation qualityBehavioral ExpectationsAll Healing Navigators Are Expected Toembody a hospitality-first mindsetsincerely connect with guests in every conversationcommunicate treatment value clearly and ethicallyguide guests with confidence, not pressureoperate with high personal accountabilitycollaborate closely with the full care teamcontribute directly to Rebis’ goal of helping individuals heal as quickly and effectively as possibleBenefitsCompetitive compensation + performance bonusMedical, dental, vision insurance401(k)Unlimited PTO + paid holidaysPTO to Celebrate of your 1st Breath (Birthday)Complimentary ‘Rebis Within’ sleep and wellness care within RebisPerformance Bonus between $10,000 - $20,000