Care Navigation Coordinator, Substance Use Disorder

Carrum Health•,

1d•Remote

About The Position

Carrum Health is seeking a Care Navigation Coordinator, Substance Use Disorder (SUD), to help scale its care navigation operations. Reporting to the current manager, this role stabilizes operations, manages critical communication with Centers of Excellence (COEs), and ensures seamless coverage during staff absences so operational and business standards continue to be met. The position works across multiple units and shifts between administrative tasks, urgent operational needs, and changing team priorities in a fast-paced, high-growth environment. The coordinator owns the SUD team inbox, triages incoming emails and clinical inquiries, and routes them to the appropriate Clinical Care Navigators. The role also coordinates member travel and stipends, provides backup coverage for the incoming phone queue, gathers initial information, and warm-transfers callers to clinical staff. For distressed or escalated callers, the coordinator uses basic de-escalation techniques and promptly transfers callers to clinical leadership for crisis intervention. Accuracy in travel logs, expense tracking, and stipend disbursements is important to meet internal audit standards. Carrum is a remote-first company. The role may involve occasional travel for team offsites, client events, or company gatherings, and Chicago and San Francisco offices are available as options.

Requirements

Direct experience in a substance use disorder or behavioral health setting supporting individuals on their recovery journey; examples include Behavioral Health Tech, Intake Coordinator, Peer Support Specialist, or Administrative Assistant. Clinical licensure is not required.
Exceptional verbal and written communication skills and strong empathetic listening capabilities.
Ability to learn new workflows quickly and adjust priorities on short notice in a fast-paced environment.
High level of punctuality and a flexible mindset regarding shift assignments, coverage, and emergency logistical needs.

Nice To Haves

Prior experience navigating crisis situations and using basic de-escalation or risk-assessment protocols.
Bachelor’s degree in Social Work (BSW), Public Health (BSPH), Public Administration (BSPA), or a related human services field.
CPRSS / CPRS (Certified Peer Recovery Support Specialist), CRSS (Certified Recovery Support Specialist), or CCAR Recovery Coach Academy (RCA) certification.
Fluency in Spanish, both verbal and written.
Direct patient-facing experience in broader behavioral health disciplines, including eating disorders, process addictions such as gambling, sex, or digital addictions, and acute mental health needs.

Responsibilities

Manage and triage the SUD team inbox, prioritizing incoming emails and clinical inquiries and assigning them to the appropriate Clinical Care Navigators.
Book member travel, including flights, hotels, and ground transportation, and process client travel stipends within tight deadlines.
Provide backup coverage for the SUD incoming phone queue, answer calls, gather initial information, and warm-transfer members to clinical staff as needed.
Manage escalated or distressed callers with empathy and composure, use basic de-escalation techniques, and promptly transfer callers to clinical leadership for crisis intervention.
Maintain accurate travel logs, expense tracking, and stipend disbursements in accordance with internal audit standards.
Adapt to high-volume administrative work, urgent operational needs, and shifting team priorities.
Help stabilize operations, manage critical communication with Centers of Excellence, and ensure coverage during staff absences.

Benefits

Stock option plan and performance bonus for eligible employees
Flexible schedules and remote work
Flexible PTO, within reason
Summer Fridays (sign off at 1 p.m. local time)
15+ paid holidays, including Juneteenth, World Mental Health Day, and Carrum Health Day
Annual holiday shutdown in December
Paid parental leave
Health, vision, and dental insurance
Employee Assistance Programs (EAP)
401(k) retirement plan
Opportunities to connect virtually and in person
Chicago and San Francisco offices available as an option