My Insurance Services Inc Housing Navigator Roseville, CA · Full time Company website

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Join Us in Building Healthier, Happier Communities We’re passionate about helping people from diverse backgrounds access essential insurance options and services. Through compassionate support and personalized solutions, we empower individuals, promote inclusivity, and strengthen our communities.

Core Responsibilities

1. Member Support & Case Management

• Serve as the primary point of contact for assigned members throughout the housing navigation process.
• Explain program rules, expectations, and timelines clearly and compassionately.
• Assist members with:
• Housing search activities
• Completing rental applications
• Gathering required documentation (HSP, DAL, W-9, lease agreements, affidavits)
• Review lease agreements for compliance prior to submission.
• Prepare and submit complete Housing Deposit packets to Managed Care Plans.
• Maintain consistent communication with members:
• Minimum of two follow-up contacts per month per active member.
• Coordinate move-in support, including furniture and household goods processes when applicable.
• Connect members to Sustainability, ECM, or other internal and external support services after move-in.
• Communicate with empathy, professionalism, patience, and respect at all times.

2. Documentation & Compliance

• Document all member interactions using SOAP-format notes in Tebra and required internal trackers.
• Ensure notes are:
• Accurate
• Timely
• Clear
• Professional
• Compliant with MISI and MCP standards
• Submit documentation within required timelines to support billing, audits, and compliance.
• Follow all department workflows, escalation protocols, and chain-of-command requirements.
• Protect member confidentiality and comply with HIPAA and company policies.

3. Communication & Team Collaboration

• Communicate clearly and professionally with:
• Members
• Supervisors
• Internal departments (Intake, Sustainability, QA, Fraud Prevention, Billing, ECM)
• Escalate complex, high-risk, or unclear cases promptly to a Supervisor or Manager.
• Participate in:
• Required trainings
• Staff meetings
• Case reviews
• Quality improvement discussions
• Demonstrate accountability, reliability, responsiveness, and teamwork.
• Support department goals through initiative, willingness to assist beyond assigned tasks when needed, and engagement in department improvement efforts.

4. Community & Resource Engagement (as assigned)

• Assist with identifying housing resources, landlords, and community services in assigned service areas.
• Maintain and update shared resource lists or databases when requested.
• Represent MISI professionally during outreach activities or community interactions.
• Share relevant housing or resource updates with supervisors and the team.

Work Environment & Schedule

• First 90 days (probation):
• Full-time, in-office work required for training and supervision.
• After probation:
• Hybrid schedule may be approved based on performance and operational needs.
• Local travel may be required for:
• Landlord meetings
• Unit inspections
• Outreach activities
• (Mileage reimbursed per company policy.)
• Must be able to respond to:
• Time-sensitive documentation requests
• Urgent housing-related matters
• Required systems include:
• Tebra
• Microsoft Teams
• Managed Care Plan portals
• Internal tracking tools

Performance Expectations

Housing Navigators are evaluated on:

1. Documentation Quality & Timeliness

• Minimum two SOAP notes per member per month
• Notes submitted accurately and on time

1. Member Service & Professional Conduct

• Respectful, patient, and trauma-informed communication
• Timely responses to member outreach

1. Case Management Effectiveness

• Proper handling of housing navigation steps
• Compliance with MCP and program requirements

1. Teamwork & Accountability

• Attendance and punctuality
• Responsiveness to supervisors
• Engagement in meetings, trainings, and department initiatives