Care Navigator

Protera Health; États-Unis; À distance; USD 47 000 - 57 000; Plein temps

Avantages offerts par ce poste

Health benefits

PTO

Remote work

Résumé du poste

Protera Health is seeking a Care Navigator to be the first point of contact for patients in our virtual musculoskeletal program. You will handle inbound and outbound outreach, explain the program benefits in plain language, and guide enrollment from start to finish.

You will coordinate with care teams, schedule appointments, and monitor progress to ensure a smooth patient journey. This role requires empathy, strong communication, and comfort with CRM/EHR systems in a fast-paced remote setting.

Qualifications

• Two or more years in a patient-facing or care coordination role.
• Excellent communication and ability to connect with patients and partners.
• Confident on the phone and via video.
• Comfortable with CRM and EHR systems and meticulous documentation.
• Organized with ability to manage multiple patients and priorities.
• Motivated by metrics with strong work ethic and urgency.
• Adaptable in a growing startup environment.
• Self-motivated and collaborative, effective solo or in a team.

Responsabilités

• Engage eligible patients via inbound/outbound outreach and AI-assisted tools.
• Build trust through active listening and empathy while understanding goals.
• Screen for program fit, explain benefits, and address questions.
• Guide signup and troubleshoot enrollment barriers.
• Serve as primary contact from enrollment to completion.
• Coordinate with physicians, therapists, and health coaches, tracking steps.
• Help schedule appointments, resolve barriers, and maintain engagement.
• Use motivational interviewing to encourage behavior change.
• Connect patients with additional resources when needed.
• Escalate clinical concerns to the care team.
• Maintain organized documentation across the patient journey.
• Communicate program benefits clearly and access considerations.
• Operate across CRM, EHR, scheduling, telephony, and outreach tools.
• Protect patient information and comply with privacy requirements.
• Maintain professionalism during high-volume periods and setbacks.
• Aim for outreach and service-quality goals while accepting feedback.

Connaissances

Patient-facing experience

Excellent communication

Phone and video communication

CRM/EHR proficiency

Organization and multi-tasking

Metrics-driven

Adaptability

Collaborative/team player

Outils

CRM software

EHR systems

Description du poste

How Protera Health recruits:

• All Protera Health recruiting comes from an @http://proterahealth.com email address.

• We do not use any other domain. We will never ask you for payment, bank details, a Social Security number, or a copy of your ID before a written offer is made.

• Interviews are scheduled through Google Meet, never through Microsoft Teams.

If you receive a message claiming to be from Protera Health from any other domain, do not reply and do not join the meeting. Forward it to [e-mail] and we will confirm.

Care Navigator

Full-time | Remote | $52,000 annual total compensation potential, including base pay and incentives

Who We Are

Protera Health is a fast-growing digital health company reimagining musculoskeletal care. Founded by orthopedic surgeons and value-based care experts, we combine technology, evidence-based clinical pathways, and personalized human care team support to help patients with back, neck, and joint conditions improve function, reduce pain, and live better lives.

Our multidisciplinary virtual care team includes medical providers, physical therapists, health coaches, and other healthcare professionals. Our aim is simple: treat patients as we would our own loved ones.

The Role

The Care Navigator is often the first person a patient talks to at Protera Health and a consistent point of support throughout their care journey.

You will connect with patients eligible for our virtual musculoskeletal (MSK) program through inbound calls and outbound outreach, including AI-assisted outreach. You will learn what each patient is experiencing, screen for program fit, explain the program and its benefits in plain language, and guide patients through signup.

From there, you will support patients from enrollment through program completion, coordinating with their care team, keeping appointments on track, and making sure nothing falls through the cracks.

This role is a great fit for someone who builds trust quickly, thrives in a fast-paced, metrics-driven environment, and is motivated by helping people feel better from the first call through program completion.

What You Will Own

Patient Outreach and Enrollment

• Connect with eligible patients through inbound calls, outbound outreach, and AI-assisted outreach tools.

• Build trust through active listening and empathy, taking the time to understand each patient’s goals, concerns, and circumstances.

• Screen patients for program fit, explain program benefits, and address questions without pressure.

• Guide patients through signup and troubleshoot barriers to enrollment, including eligibility questions and technology hurdles.

Care Navigation and Patient Engagement

• Serve as each patient’s primary point of contact from the first call through program completion.

• Coordinate with physicians, physical therapists, and health coaches, tracking next steps and following through until they are complete.

• Help patients schedule and keep appointments, resolve barriers, and stay engaged in their care.

• Use motivational interviewing to encourage meaningful change and support patient goals.

• Help connect patients with behavioral health, primary care, and specialist resources when their needs extend beyond the program.

• Recognize concerns requiring clinical input and elevate them to the appropriate care team member.

Communication and Documentation

• Maintain organized, accurate documentation across each patient’s full journey.

• Communicate clearly about MSK care, program benefits, and what patients can expect at each stage.

• Approach every interaction with cultural sensitivity, adapting to individual needs and helping remove barriers to access.

• Work confidently across CRM, EHR, scheduling, telephony, and AI-assisted outreach tools.

• Protect patient information and follow company privacy, security, and documentation requirements.

• Maintain composure and professionalism through difficult conversations, rejection, and high-volume periods.

• Work toward established outreach, enrollment, engagement, and service-quality goals while remaining open to feedback and coaching.

Who You Are

• Two or more years of experience in a patient-facing, member-facing, or care coordination role, such as patient access, health plan outreach, community health, or wellness coaching.

• Excellent communication skills and the ability to connect with patients, peers, leadership, and external partners.

• Confident and engaging on the phone and over video.

• Comfortable working in CRM and EHR systems, with a commitment to thorough, structured documentation.

• Organized and able to manage multiple patients, follow-ups, and priorities.

• Motivated by metrics and results, with a strong work ethic and sense of urgency.

• Adaptable and comfortable with change in a growing organization.

• Self-motivated and collaborative, effective both independently and as part of a team.

Preferred Qualifications

• Clinical-adjacent background, such as medical assistant, athletic trainer, LPN, community health worker, health coach, PT/OT aide, or social services coordinator.

• Experience supporting patients with MSK conditions, chronic pain, or other chronic conditions.

• Exposure to health plans, employer benefits, or value-based care.

• Bilingual skills aligned with the populations we serve.

• Proven inbound or outbound enrollment experience with measurable results.

• Training or experience in motivational interviewing.

• Experience in a fast-paced startup environment.

Logistics

• Employment type: Full-time.

• Work environment: Fully remote, requiring a private, professional workspace and reliable high-speed internet.

• Work authorization: Authorized and able to work in the United States.

• Technology: Able to work effectively across multiple systems and follow company requirements for secure remote access and handling patient information.

Why Protera

• Help patients access personalized care for back, neck, and joint pain.

• Build meaningful patient relationships from enrollment through program completion.

• Work with a multidisciplinary team focused on improving patient outcomes.

• Fully remote work from a private, secure workspace.

• $52,000 annual total compensation potential, including base pay and incentives.

• Health benefits.

• Paid time off (PTO).

• Be part of a mission-driven company delivering the care we would want for our own families.

Note: This job description is intended as a guideline and may evolve based on organizational needs. Additional related responsibilities may be assigned by your supervisor.

Protera Health is an equal opportunity employer. We are committed to a respectful and inclusive workplace and prohibit harassment or discrimination of any kind.