Referral Navigator - Adirondack Region
WFH Flexible NY
Job Type

At Healthy Alliance, our purpose is to improve health and empower the underserved. Every community has its own needs, affecting the health of those who live, learn, work, and play within them. Our network brings together organizations, big and small, to coordinate and collaborate so that all communities have reliable access to the resources they need. Why? Because every New Yorker deserves the same opportunity to be healthy.

As a 2019-21 Albany Business Review’s Best Places to Work and a 2021-2022 Modern Healthcare’s Best Places to Work in Health Care award recipient, we strive to maintain a culture wherein high-performing, mission-driven team members collectively work toward better health for all. Dedicated to promoting a culture built upon autonomy, mastery, and purpose, we believe our differences in strengths and perspectives play an integral role in propelling us forward, while our core values ground us, serving as the common thread that unites our team.

The Referral Navigator Team works under the direction of the Manager of Operations and is responsible for receiving, prioritizing, monitoring, and triaging referrals that require service connections across community-based and clinical organizations.

The team is responsible for working within the Healthy Alliance Solution Suite, including Unite Us and the Ride Health transportation platforms.   

This position is responsible for the Adirondack NY Region including:  Warren, Washington, Essex, Saratoga, Fulton, Hamilton, Franklin, Clinton, and St. Lawrence counties.

Primary responsibilities of the Referral Navigator include but are not limited to: 

  • Manage incoming client referrals received by the Referral Coordination Center to ensure successful and timely connections are made between the client (community members) and the appropriate community partner that best meets the client’s needs. 
  • Use various technology platforms to ensure successful and timely connections are made.
  • Maintain effective communication with the client and/or the referring organization to ensure acceptance and resolution of the request by the receiving organization or to redirect the referral to another provider, if necessary.
  • Document progress and action taken with each referral as detailed in the Network Program Standards.
  • Report-out on partner effectiveness and efficiencies to the Manager of Operations or the appropriate contact and escalate unresolved client/service issues timely.
  • Share concise feedback on the solution suite’s successes and challenges and continue to look for opportunities to enhance and simplify the user experience.
  • Manage content and maintain processes to support effective partner communication with updated marketing materials/collateral.
  • Actively engage in learning and sharing knowledge to support new products that will be rolled out as part of the Healthy Alliance Solution Suite.
  • Some local travel (20%) to local assigned partner sites, community events, and Healthy Alliance office.

This job description is not designed to cover or contain a comprehensive listing of tasks, activities, and/or duties that are required of the employee for this job. Responsibilities and activities may change at any time with or without notice.



  • Minimum of associate degree required - bachelor's degree preferred or equivalent work experience in a related field. 

Professional Work Experience

  • Experience in human services programs requiring direct client interactions, accountability, and progress reporting is required. 
  • Experience in building collaborative relationships with community members and organizations is required. 
  • Must have experience making data-driven decisions with the ability to demonstrate critical thinking skills to drive process improvements and problem solving. 
  • Experience managing active caseload of 5-10 clients at a time.
  • Experience addressing Social Determinants of Health (SDoH) barriers and providing services in the community preferred. 

Skills, Knowledge, and Abilities 

  • The Referral Navigator team is passionate about making successful, timely connections of community members to needed services. Our Partners know the community. The Referral Coordination Center supports the activities of our partners and programs surrounding case management or care coordination, ensuring no community member falls through the cracks.
  • Each member of this team must share this passion and ability to work within the established Network Program Standards with an eye for continuous improvement, dedication to steadfast teamwork, and operate with a “community first” mindset. 
  • Excellent communication (written and verbal), time management, and organization skills required. 
  • Ability to engage with the public tactfully and courteously while establishing positive rapport with internal and external colleagues is required.
  • Demonstrate emotional intelligence and ability to work through ambiguity and frequent change as an expected part of a start-up culture is required. Approaches challenging tasks with a “can-do” attitude.
  • Ability to work with remote work teams, demonstrated knowledge of computer programs and Internet resources including Microsoft Office or Office 365 (Word, Excel, and Outlook) required.
  • Must demonstrate commitment to the company’s mission and vision with the ability to perform all work in accordance with our core competencies and values. 

Physical requirements

This position involves sedentary work that primarily involves sitting/standing, use of typical office equipment such as a computer, laptop, and cell phone.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

Healthy Alliance is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to 

Privacy Requirement 

This job function involves potential access / interaction with protected health information. Position will be required to abide by company policies and procedures that support federal, state and local HIPAA regulations. Any violations will be subject to company policy which includes disciplinary actions up to and including separation of employment.

Healthy Alliance is an At-Will Employer