Social Care Navigator I — Telephonic / Call Center

About NYREACH

NYREACH (New York Research, Education and Community Health) is an independent 501(c)(3) nonprofit dedicated to advancing health equity through education, community-based programs, and direct service delivery for some of the Bronx's most vulnerable and underserved residents.

For over five years, NYREACH has been a trusted resource in Bronx County. Through the New York State Social Care Network, our team has conducted health-related social needs (HRSN) screenings and provided services through home-delivered meals and community programs. We deliver every service in a culturally competent, linguistically appropriate, and disability-accessible manner, with Spanish-fluent staff embedded in the communities we serve.
Our team of full-time staff and active community volunteers — including International Medical Graduates and community health workers — partners with local clinics and community organizations to meet residents where they are. We're looking for talented, motivated individuals to join our growing team and help keep Bronx families continuously covered and connected to care.

This position is ideal for individuals who want to make a meaningful impact by keeping vulnerable New Yorkers continuously insured. You'll be part of a community-rooted nonprofit with a proven track record of serving the Bronx, working alongside a team committed to health equity, with real opportunities to grow.

Position Title: Social Care Navigator I — Telephonic / Call Center

Reports to: Manager, NYREACH

Location: 2021 Grand Concourse, Bronx, NY 10453 (Field-Based)

Classification: Full-Time | Non-Exempt

Schedule: Monday–Friday, 9:00 AM – 5:00 PM (one weekend day per month may be required)

POSITION SUMMARY: The Social Care Navigator I – Telephonic is a core member of the NYREACH call center team, conducting high-volume telephonic outreach to Medicaid members across New York City's five boroughs. Operating under the NYS 1115 Medicaid Waiver Social Care Network (SCN) program, this navigator engages members by phone to administer Health-Related Social Needs (HRSN) screenings, assess eligibility for enhanced SCN services, and connect members to community-based resources through closed-loop referrals.

In addition to telephonic member engagement, this role provides direct support to NYREACH's in-house food pantry, assisting with food distribution operations and connecting members to nutritional resources as part of NYREACH's food as medicine programming.

This position requires strong verbal communication skills, the ability to manage a high volume of inbound and outbound calls, disciplined documentation in SCN technology platforms, and a hands-on commitment to addressing food insecurity among the members we serve. The ideal candidate is a motivated, organized communicator who can build rapport quickly over the phone, navigate sensitive conversations with empathy and professionalism, and contribute to food pantry operations in a structured, team-oriented environment.

KEY RESPONSIBILITIES

Telephonic Outreach & Member Engagement

• Handle a minimum of 80 calls per day — a combination of outbound member outreach and inbound member inquiries — consistent with call center production targets.
• Conduct outbound calls to Medicaid members assigned through member lists to introduce NYREACH's SCN program and engage members in social care services.
• Receive and respond to inbound calls from members seeking information about SCN services, food pantry access, referrals, and program eligibility.
• Obtain verbal consent to conduct HRSN screenings and explain available services in a clear, accessible manner.
• Build rapport quickly over the phone, applying a person-centered, trauma-informed approach to engage members who may be hesitant or unfamiliar with social care services.
• Follow established call scripts and engagement protocols while adapting communication style to meet the member's needs and literacy level.
• Leave professional voicemails and conduct follow-up calls to maximize member contact and screening conversion rates.

HRSN Screening & Eligibility Assessment

• Administer standardized HRSN screenings telephonically to identify unmet social needs across domains including housing stability, food insecurity, transportation, interpersonal safety, and other social determinants of health.
• Assess and document member eligibility for enhanced HRSN services (Enhanced vs. Standard) in accordance with NYS DOH SCN protocols.
• Accurately record screening results, member responses, and eligibility determinations in real time during calls.
• Meet or exceed weekly and monthly screening production targets established by program leadership.
• Navigation & Closed-Loop Referrals
• Connect members with appropriate community resources including food programs, housing support, transportation assistance, social service agencies, healthcare providers, and government benefit programs.
• Initiate referrals through SCN technology platforms (findhelp, Unite Us, or Channels360, as applicable to the member's health plan and SCN Lead entity) and track each referral through to completion.
• Conduct follow-up calls to confirm members received referred services and address any unresolved needs (closed-loop referral management).
• Escalate complex or multi-need cases to the call center manager or field navigator team as appropriate.

In-House Food Pantry Support

• Assist with NYREACH's in-house food pantry operations, including food distribution, member check-in, inventory support, and setup/breakdown as needed.
• Identify and refer members with active food insecurity needs to the in-house food pantry, medically tailored meal programs, and other nutritional resources available through NYREACH's food as medicine programming.
• Coordinate food pantry appointments and logistics telephonically, including scheduling, reminders, and follow-up for members who missed or need to reschedule.
• Document food pantry interactions, referrals, and member participation in SCN platforms consistent with program requirements.
• Collaborate with food pantry staff and navigators to ensure seamless member experience across telephonic and in-person food service touchpoints.

Documentation & Platform Use

• Enter all member interactions, outreach attempts, screening results, referrals, and case notes into SCN technology platforms accurately and in a timely manner, consistent with NYS DOH documentation requirements.
• Maintain daily call logs and productivity records as required by program management.
• Adhere to HIPAA and organizational confidentiality standards in all member interactions and documentation.
• Participate in team huddles, training sessions, and quality assurance reviews to maintain service quality and protocol compliance.

Team & Program Support

• Collaborate with the call center team, program manager, field navigators, and food pantry staff to coordinate care for members with complex or cross-channel needs.
• Support onboarding and peer coaching of new call center navigators as requested.
• Participate in SCN platform training and updates as technology tools evolve.
• Perform other duties as assigned by the Manager or Director of NYREACH.

PERFORMANCE EXPECTATIONS

• Minimum 80 calls handled per day (combined inbound and outbound).
• Meet or exceed monthly HRSN screening targets as established by program leadership.
• Achieve and maintain a telephonic screening conversion rate consistent with program benchmarks.
• Complete all required documentation within established timeframes (same-day entry required for all screenings and referrals).
• Actively support food pantry operations and member referrals to nutritional services on a consistent basis.
• Maintain professionalism, accuracy, and member-centered communication standards in all interactions.

REQUIRED QUALIFICATIONS

• High school diploma or GED required; Associate's or Bachelor's degree in social work, human services, public health, nutrition, or a related field preferred.
• Minimum one (1) year of experience in a call center, customer service, community health, or social services role.
• Demonstrated ability to communicate effectively, empathetically, and professionally over the phone with diverse populations.
• Strong organizational skills and the ability to manage a high call volume while maintaining documentation accuracy.
• Comfort working in both a telephonic call center environment and hands-on food service/distribution settings.
• Proficiency with computers, smartphones, and web-based platforms; ability to learn and navigate SCN technology tools quickly.
• Cultural sensitivity and the ability to work with Medicaid members from diverse linguistic, cultural, and socioeconomic backgrounds.
• Bilingual English/Spanish strongly preferred; other languages reflecting NYC's Medicaid population are a plus.

PREFERRED QUALIFICATIONS

• Experience with HRSN screenings, closed-loop referral platforms (Findhelp, Unite Us, Channels360), or Medicaid managed care populations.
• Community Health Worker (CHW) certification or training.
• Familiarity with NYC community resources, social service agencies, and benefit programs.
• Prior experience in a healthcare or social care call center environment.

WORK ENVIRONMENT

This is a full-time, in-office position. Remote or hybrid arrangements are not available for this role.

• Work is split between call center duties (phone and computer workstation) and periodic food pantry support (physical handling of food items, standing, light lifting).
• The call center environment is structured and metrics-driven; navigators are expected to meet daily call and screening volume targets.
• All telephonic work with members is conducted by phone; food pantry support involves direct in-person interaction with members during distribution events.

NYREACH – New York Research, Education & Community Health, Inc. | 2021 Grand Concourse, Bronx, NY 10453