Care Navigator

Blackbird Health•Sterling, VA

10d•Onsite

About The Position

Blackbird Health’s Care Navigators are an essential part of our integrated and collaborative care team. This isn't just an administrative role; once a new patient or family has begun care, you serve as a constant source of support and operate as the ultimate owner of their experience - answering questions, providing education, ushering on to next steps, and ensuring each patient is well cared for.

Requirements

People-Focused: You have a passion for providing high-quality, human-centered service, with a knack for building rapport and ensuring others feel supported and understood.
A Natural Problem-Solver: You are proactive and resourceful, able to anticipate needs and solve complex issues with an eye towards improving processes and experiences for the future
Detail-Oriented: You have a meticulous approach to administrative tasks from scheduling and documentation to tracking and managing communications, ensuring nothing falls through the cracks.
Tech-Savvy: You are proficient with technology and can quickly learn new platforms like our EHR and scheduling tools. You’re comfortable navigating phone systems, text messaging, and email to provide transparent and timely communication.
Collaborative & Independent: You thrive in a team environment- excited to pitch in and support your peers- and can also work independently - doing the right thing and operating with an ownership mindset.

Responsibilities

Deliver a Seamless Patient Experience: Be the main point of contact for established patients, fielding inbound calls, messages, and emails with exceptional responsiveness, empathy, and professionalism. You’ll answer questions, track down information, and ensure families feel heard and supported with transparency and follow-up.
Navigate the Care Journey: Guide patients and families through our care model, including scheduling and confirming appointments (both initial evaluations and ongoing therapy/medication checks). You'll manage a specific group of providers, becoming familiar with their practices to ensure patients are scheduled appropriately and receive timely access to care. You’ll also own the critical administrative tasks that make care possible such as managing provider orders, screenings, and scheduling.
In-Office Support: As an in person teammate, you'll help maintain a welcoming and professional in-office environment - supporting patients and providers in person, managing mail, restocking supplies, opening/closing the office, and generally ensuring our physical spaces support a great experience.
Uphold Privacy & Compliance: You will be a guardian of patient privacy, adhering to strict confidentiality and data protection standards, including HIPAA regulations and complex family consent laws, to ensure all sensitive information is handled securely and ethically.