Care Navigator

Protera Health

20d • Remote

About The Position

The Care Navigator is often the first person a patient talks to at Protera Health and provides consistent support throughout the patient’s care journey. The role connects eligible patients with Protera Health’s virtual musculoskeletal (MSK) program through inbound calls, outbound outreach, and AI-assisted outreach. The Care Navigator learns about each patient’s experience, screens for program fit, explains the program and its benefits, and guides patients through signup.

After enrollment, the Care Navigator supports patients through program completion by coordinating with their care team, keeping appointments on track, and following up on next steps. The role calls for someone who builds trust quickly, works effectively in a fast-paced, metrics-driven environment, and is motivated to help patients throughout their care journey.

This is a full-time, fully remote position. It requires a private, professional workspace, reliable high-speed internet, authorization to work in the United States, and the ability to use multiple systems while following secure remote-access and patient-information handling requirements. Total compensation potential is $52,000 annually, including base pay and incentives.

Requirements

• At least two 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.
• Confidence and engagement on the phone and over video.
• Comfort working in CRM and EHR systems and commitment to thorough, structured documentation.
• Organization and ability to manage multiple patients, follow-ups, and priorities.
• Motivation by metrics and results, with a strong work ethic and sense of urgency.
• Adaptability and comfort with change in a growing organization.
• Self-motivation and collaboration, with the ability to work independently and as part of a team.
• Authorization and ability to work in the United States.
• Ability to work from a private, professional workspace with reliable high-speed internet.
• Ability to work effectively across multiple systems and follow secure remote-access and patient-information handling requirements.

Nice To Haves

• 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 served.
• Proven inbound or outbound enrollment experience with measurable results.
• Training or experience in motivational interviewing.
• Experience in a fast-paced startup environment.

Responsibilities

• Connect with eligible patients through inbound calls, outbound outreach, and AI-assisted outreach tools.
• Build trust through active listening and empathy, understanding patients’ goals, concerns, and circumstances.
• Screen patients for program fit, explain program benefits, and answer questions without pressure.
• Guide patients through signup and troubleshoot enrollment barriers, including eligibility questions and technology hurdles.
• 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 completion.
• 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.
• Connect patients with behavioral health, primary care, and specialist resources when their needs extend beyond the program.
• Recognize concerns requiring clinical input and escalate them to the appropriate care team member.
• Maintain organized, accurate documentation throughout each patient’s journey.
• Communicate clearly about MSK care, program benefits, and what patients can expect at each stage.
• Use cultural sensitivity, adapt to individual needs, and help remove barriers to access.
• Work 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 during difficult conversations, rejection, and high-volume periods.
• Work toward outreach, enrollment, engagement, and service-quality goals while remaining open to feedback and coaching.

Benefits

• Health benefits
• Paid time off (PTO)
• Fully remote work from a private, secure workspace
• Annual total compensation potential of $52,000, including base pay and incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed