Care Navigator

As a Care Navigator at ZILOY, you will be the first point of human contact for clients entering our ecosystem. You will provide compassionate guidance, drive engagement, and ensure seamless coordination of care across our integrative mental health services. This role is pivotal in engaging clients, promoting treatment adherence, and timely interventions across the client journey from screening to recovery.

1. Client Onboarding & Engagement

• Initiate real-time contact and engage with newly signed-up clients via chat or call.
• Guide clients through self-assessment symptom completion (PHQ-9, GAD-7, etc.).
• Prod them to schedule an evaluation call with our Clinician.
• Explain the ZILOY’s differentiated care model, service and pricing options

2. Emotional Support & Motivation

• Provide empathetic listening and clarify concerns or doubts clients may have.
• Encourage treatment continuity through timely follow-ups, nudges, and reminders.
• Support clients in overcoming resistance towards diagnosis, medication and adherence to therapy schedule

3. Clinical Coordination

• Conduct preliminary screening and triaging based on clinical algorithms.
• Flag risks (e.g., suicidal ideation, high severity) to the clinical team immediately.
• Ensure referrals to consultants or specialists are smooth and well-informed.

4. Care Documentation & Compliance

• Maintain detailed case records, chat logs, and intervention notes as per the Standard Operating Procedures and protocols of Ziloy.
• Track and report client treatment adherence, session attendance, and feedback.

5. Workflow and Service Navigation

• Collaborate with mental health care givers, psychologists, psychiatrists, ayurveda specialists, dieticians, general practitioners, yoga experts and lifestyle coaches to enable multidisciplinary coordinated care.
• Help clients understand Ziloy’s feedback report, toolkits, modules, and assessments.
• Escalate operational issues or technical hindrances to appropriate internal teams.

Requisites:

• Education: M. Sc. Clinical Psychology, B.Sc in Psychiatric Nursing, Diploma in Community Mental Health, MSW (Master of Social worker) in mental health
• Experience: Minimum 2 years of work experience in the relevant field.
• Language Requirements- Proficiency in English is mandatory. Knowledge of Hindi and at least one regional language (e.g., Tamil, Telugu, Bengali, Kannada, etc.) will be an added advantage.
• Terms of engagement: Full-time / Employee
• Location: Chennai
• Report to: Chief Clinical Psychology Advisor.
• Department: Operations & Clinical Delivery