Care Navigator (St. Louis)

EmsanaCare, Inc.; St. Louis (MO); On-site; USD 45,000 - 60,000; Full time

Job summary

Handpicked Health seeks a Care Navigator to be the primary contact for members and families, helping them access high-quality care and understand their benefits through text-based navigation. You will coordinate appointments, records, remove barriers to care, and collaborate with care teams while maintaining HIPAA-compliant documentation for PHI and provider networks.

This role reports to the Care Navigation manager and requires empathy, collaboration, and a patient focus to drive better

Qualifications

• 1-2 years of healthcare-related customer service experience.
• Working knowledge of insurance benefits and the ability to explain them clearly.
• Basic knowledge of medical terminology.
• Professional, friendly demeanor with excellent written and verbal communication across members, providers, and leadership.
• Strong organizational, time-management, and multitasking skills with close attention to detail.

Responsibilities

• Coordinate appointments, tests, and procedures so each member's care is connected across providers.
• Make sure providers have the medical records and care plan information they need before a visit.
• Identify barriers to care and resolve them by working with insurance carriers, provider offices, and community resources.
• Serve as the main point of contact for members and their families through text, chat, and phone.
• Explain care options, Handpicked Health services, and employer-sponsored insurance benefits in plain language.
• Share education and resources about conditions, treatment options, and next steps.
• Keep physicians, nurses, social workers, and other care team members informed about each member's care and progress.
• Work with the Provider Navigation team to match members with top-rated providers in the APP.
• Document member interactions accurately and securely, following HIPAA requirements for PHI.

Skills

Healthcare CS

Explain insurance benefits

Medical terminology

Written communication

Organizational skills

Time management

Multitasking

Job description

Handpicked Health combines the best of Advanced Primary Care (APC) and high-quality specialty care, all within a single, streamlined contract. Our innovative model enables employers to offer a healthcare benefit that integrates intelligent care navigation with exceptional care standards. The result? A superior member experience, better access to the best providers, and quality outcomes for employees and their families.

We are looking for a Care Navigator to be the main point of contact for employee members and their families as they find and access high-quality care. You will coordinate appointments and records across providers, remove barriers to care, and help members understand their benefits through our text-based navigation service. This role sits within the Care Navigation team and reports to the manager of Care Navigation.

Our team values close collaboration, honesty, empathy, and a commitment to diversity. We keep processes lean so you can focus on members.

Responsibilities

Care Coordination

• Coordinate appointments, tests, and procedures so each member's care is connected across providers.
• Make sure providers have the medical records and care plan information they need before a visit.
• Identify barriers to care and resolve them by working with insurance carriers, provider offices, and community resources.

Member & Family Support

• Serve as the main point of contact for members and their families through text, chat, and phone.
• Explain care options, Handpicked Health services, and employer-sponsored insurance benefits in plain language.
• Share education and resources about conditions, treatment options, and next steps.

Care Team Collaboration

• Keep physicians, nurses, social workers, and other care team members informed about each member's care and progress.
• Work with the Provider Navigation team to match members with top-rated providers in the APP.
• Document member interactions accurately and securely, following HIPAA requirements for PHI.

What Success Looks Like (First 12 Months)

• 30 days: Has completed onboarding and HIPAA training and can independently handle routine member requests in our navigation tools.
• 60-90 days: Owns a full member caseload, coordinating appointments and records with minimal escalation.
• 6 months: Consistently resolves barriers to care quickly and earns strong member satisfaction feedback.
• 12 months: Is a go-to resource on the team, sharing member insights that improve navigation workflows and the provider network.

Qualifications

Must-have

• 1-2 years of healthcare-related customer service experience
• Working knowledge of insurance benefits and the ability to explain them clearly
• Basic knowledge of medical terminology
• Professional, friendly demeanor with excellent written and verbal communication skills across members, providers, and leadership
• Strong organizational, time-management, and multitasking skills with close attention to detail