Healing Navigator

Why This Role Matters

Many guests do not move forward with care because they do not fully understand:

• what is happening

• why treatment matters

• what the path forward looks like

• or how the investment in care will improve their life

The 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 starts

• healing pathway initiation

• guest trust

• care continuity

• and revenue realization

If done well, this role helps people say yes to healing.

Position Summary

The 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 can:

• build trust quickly

• communicate with sincerity and confidence

• explain value clearly

• address hesitation with empathy

• and guide decisions without pressure

You are not simply reviewing treatment plans.

You are:

• helping people emotionally and practically process what comes next

• connecting the care recommendation to the guest’s goals and concerns

• and helping them take action

The best Healing Navigators combine the heart of hospitality with the discipline of a high-performing sales professional.

What Success Looks Like

A high-performing Healing Navigator:

• creates immediate connection and trust with guests

• makes guests feel seen, supported, and understood

• explains treatment recommendations clearly and persuasively

• helps guests understand the value of moving forward now

• confidently guides guests into treatment without sounding pushy

• overcomes hesitation through empathy, education, and clarity

• consistently converts recommended care into treatment starts

Key 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): ≥ 4.7

Supporting metrics may include:

• completed treatment consults

• treatment acceptance by provider / pathway

• financial-related treatment hesitation trends

• follow-up conversion rate for undecided guests

Core Responsibilities

• Meet with guests following clinical evaluation or recommendation

• Review and explain recommended treatment pathways clearly and confidently

• Help guests understand the purpose, value, and expected outcomes of their care plan

• Guide guests toward the most appropriate next step in their healing journey

Value Communication & Treatment Conversion

• Translate clinical recommendations into clear, meaningful benefits for the guest

• Help guests understand why treatment matters and why moving forward now is important

• Address hesitation, uncertainty, or objections with empathy and confidence

• Use consultative sales skills to move guests from interest or uncertainty into action

• Support guests in making informed and timely decisions about care

Guest Connection & Reassurance

• Build genuine, sincere connection with guests

• Create an emotionally safe and supportive environment for decision-making

• Ensure guests feel Loved, Heard, and Safe throughout the conversation

• Listen deeply and respond to both spoken and unspoken concerns

Treatment Start Coordination

• Schedule treatment services and follow-up appointments

• Coordinate next steps with providers, clinical teams, and Coverage Concierge

• Ensure guests leave with a clear and actionable plan

• Remove administrative or communication barriers that could delay treatment

Collaboration & Care Team Alignment

• Work closely with providers to understand recommended pathways

• Partner with Coverage Concierge to ensure financial clarity supports treatment start

• Coordinate with Guest Experience Coordinators and clinic staff to support seamless transitions

• Document treatment decisions, barriers, and follow-up plans clearly

The Type of Person Who Thrives in This Role

This role is ideal for someone who is both deeply relational and performance-oriented.

The strongest candidates often come from backgrounds such as:

• high-end hospitality or concierge environments

• treatment coordination in healthcare or dental specialty practices

• consultative sales roles with a service mindset

• luxury client experience roles

• patient education / navigation roles with strong conversion skills

You will thrive in this role if you:

• naturally connect with people and earn trust quickly

• are warm, sincere, and emotionally intelligent

• are confident discussing value and guiding decisions

• can explain complex recommendations in simple, compelling language

• are comfortable with performance expectations and measurable outcomes

• understand that helping someone move forward is a service, not pressure

• enjoy the intersection of hospitality, education, and conversion

• stay composed and persuasive even when guests are uncertain or hesitant

You may struggle in this role if you:

• are uncomfortable asking for commitment or next steps

• avoid conversations about cost, hesitation, or decision-making

• prefer passive support roles over consultative guidance

• struggle to connect emotionally with others

• dislike accountability for outcomes and conversion metrics

• have strong hospitality instincts but weak influence or closing skills

Required Skills & Experience

• 2–5+ years of experience in hospitality, healthcare coordination, treatment coordination, consultative sales, or high-touch client service

• Strong interpersonal and verbal communication skills

• Proven ability to build trust and influence decisions ethically

• Ability to explain complex services or recommendations clearly

• Strong emotional intelligence and active listening skills

• Excellent follow-through, organization, and documentation habits

Preferred:

• experience in healthcare, specialty medicine, dental specialty, or wellness settings

• experience in treatment coordination or case presentation

• experience in sales, membership conversion, or consultative service roles

• experience discussing financial responsibility, treatment plans, or long-term care pathways

Critical Skills for This Role

The ideal Healing Navigator must demonstrate strength in all of the following:

• creates warmth quickly

• builds authentic rapport

• makes people feel comfortable and supported

• guides people toward decisions confidently

• understands how to connect value to need

• can ask for commitment without sounding forced or scripted

• explains not just what care is, but why it matters

• connects treatment to quality of life, healing, and future outcomes

• helps guests understand the consequences of inaction without fear-based pressure

• reads hesitation accurately

• responds with empathy

• helps guests process uncertainty in real time

• embraces KPIs and outcome ownership

• follows through consistently

• takes responsibility for treatment progression, not just conversation quality

Behavioral Expectations

All Healing Navigators are expected to:

• embody a hospitality-first mindset

• sincerely connect with guests in every conversation

• communicate treatment value clearly and ethically

• guide guests with confidence, not pressure

• operate with high personal accountability

• collaborate closely with the full care team

• contribute directly to Rebis’ goal of helping individuals heal as quickly and effectively as possible

Benefits

• Competitive compensation + performance bonus

• Medical, dental, vision insurance

• 401(k)

• Unlimited PTO + paid holidays

• PTO to Celebrate of your 1st Breath (Birthday)

• Complimentary ‘Rebis Within’ sleep and wellness care within Rebis

• Performance Bonus between $10,000 - $20,000