Care Navigator

Ophelia • Pennsylvania, New Jersey, New York, Delaware, DE

3h • $48,000 - $50,000 • Remote

About The Position

Ophelia is a venture-backed, healthcare startup that helps individuals with Opioid Use Disorder (OUD) by providing FDA-approved medication and clinical care through a telehealth platform. Our mission is to make evidence-based treatments for OUD accessible to everyone. We are looking for an experienced Care Navigator to join our virtual program serving patients in Pennsylvania, New Jersey, New York, and Delaware. This role involves substantive case management, including carrying a caseload, building individualized care plans, and resolving patient needs. Navigation occurs virtually, primarily via SMS, with phone and Zoom as needed. The Care Navigator will work closely with a clinical team and maintain thorough documentation. This position is ideal for someone comfortable building trust through consistent contact and who understands the importance of documentation in virtual care.

Requirements

• 2+ years in care navigation, case management, or community health — with meaningful experience delivered virtually or over the phone
• Direct experience with SDOH navigation — housing, transportation, food access, behavioral health, benefits enrollment
• Working knowledge of community resources, programs, and systems in PA, NJ, NY, and/or DE
• Proficient and comfortable using EMR or care management platforms as primary daily tools, with strong overall tech savviness
• Strong written communication skills — you’re clear and professional with patients over text and phone
• Ability to independently manage a caseload, prioritize across competing needs, and track cases through to resolution
• High school diploma or GED required
• Demonstrated ability to work with diverse patient populations with cultural humility — adapting communication and approaches to align with each patient's background, values, and circumstances

Nice To Haves

• Associate’s or bachelor’s in social work, public health, or human services preferred
• Experience in a Center of Excellence or specialty care program serving patients with complex, co-occurring needs
• Familiarity with Medicaid populations and managed care requirements in NJ or PA
• Experience navigating drug & alcohol, psychiatric care, or specialty behavioral health resources
• CHW certification or equivalent credential
• Familiarity with trauma-informed care principles, harm reduction philosophy and motivational interviewing as frameworks that shape how you listen, communicate, and engage

Responsibilities

• Manage an active caseload of patients developing and maintaining individualized care plans; providing consistent emotional support and encouragement, recognizing that practical barriers and emotional ones often show up together - especially for patients navigating recovery
• Reach patients by SMS and phone to assess needs, clarify barriers, and keep cases moving — building rapport through consistency rather than long sessions
• Research targeted resources for each patient based on their specific situation — insurance status, location, income, and the actual barrier they’re facing
• Follow cases through to confirmed resolution; average time to close a need is around 44 days
• Escalate the most complex cases for specialist support, and facilitate step-down back to your caseload when appropriate
• Maintain current knowledge of resources, programs, and eligibility rules across PA, NJ, NY, and DE
• Navigate public benefit systems including Medicaid, SNAP, transportation assistance, housing programs, and behavioral health services
• Build relationships with community-based organizations and providers in the region
• Provide warm handoffs, direct scheduling, or guided next steps based on what each patient needs
• Document your work in the EMR as you go — activity, resource decisions, status changes, and next steps — so the clinical team always has the full picture
• Collaborate with providers through shared patient records, escalating clinical concerns, safety issues, and urgent needs to the appropriate clinical team member promptly and with the right context
• Participate in team meetings and case reviews

Benefits

• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
• Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure
• 10 company holidays
• Work From Home Stipend
• 401k Contribution Platform
• Life insurance
• Short and long term disability
• Financial wellness
• Virtual primary care

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED