Care Navigator

Ophelia • Delaware, NY

1d • Remote

About The Position

Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone. Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America. About the Role We’re looking for an experienced Care Navigator to join our virtual program serving patients in Pennsylvania, New Jersey, New York, and Delaware (with more to come!). This is substantive case management work — you’ll carry a real caseload, build individualized care plans, and see needs through to resolution. Most patients come to us with more than one open need at a time, and the barriers they face are specific: a particular insurance rule, a program with a waitlist, a resource that exists in one county and not another. The program primarily serves patients in our Centers of Excellence (CoE) in Pennsylvania, and navigation happens virtually — primarily over SMS, with phone, and zoom as needed. You’ll work closely with a clinical team who are active in the same patient records, and you’ll document your work as you go so the whole team stays informed. This is a good fit for someone who is comfortable building trust with patients through consistent, purposeful contact over time — and who understands that in a virtual care setting, good documentation is part of good 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
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

What This Job Offers

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