Clinical Navigator - PT (Shift: 9am - 6pm EST)

TailorCare

4d•$87,500 - $90,000•Remote

About The Position

The Clinical Navigator is a licensed Doctor of Physical Therapy or Master of Physical Therapy responsible for delivering high-quality clinical navigation through telephonic and video-based member interactions in a fast-paced, metrics-driven clinical operations environment. The role serves as the primary point of contact for an assigned member population, guiding members from intake through program completion and supporting engagement, adherence, and informed treatment decisions. Clinical Navigators conduct comprehensive clinical intake assessments, educate members about treatment options and resources, monitor progress, follow up on care plans, and identify needs for intervention or escalation. They engage members through inbound and outbound calls, virtual visits, and digital touchpoints, using motivational interviewing, behavioral coaching, and evidence-based communication. The role also supports the development and delivery of future virtual physical therapy services and digital musculoskeletal care programs. This position balances clinical expertise with operational performance. The navigator manages a high volume of interactions and workflows while meeting engagement, productivity, quality, documentation, follow-up, and care-adherence goals. The role uses performance dashboards, predictive insights, AI-enabled tools, clinical decision-support tools, and multiple technology platforms to personalize care and improve efficiency and outcomes. The Clinical Navigator collaborates with interdisciplinary care teams, providers, health plan partners, and internal teams, communicating member progress and escalating concerns when appropriate. The role requires accurate and timely documentation, compliance with clinical protocols and regulatory requirements, and protection of member confidentiality. TailorCare is remote-first, with a hybrid option in Nashville; travel of up to 10% may be required for meetings and events.

Requirements

Doctor of Physical Therapy (DPT) or Master of Physical Therapy (MPT).
Current unrestricted Physical Therapy license in Georgia, Texas, Colorado, and/or Indiana; compact license preferred.
Willingness to obtain and maintain additional state licenses as TailorCare expands.
Minimum 3 years of experience in physical therapy, musculoskeletal care, care navigation, telehealth, or related clinical settings.
Demonstrated success managing patient interactions in high-volume, performance-oriented environments.
Strong communication, motivational interviewing, and patient engagement skills.
Experience using technology and data to improve workflow efficiency and patient outcomes.
Ability to work independently while remaining accountable for productivity, engagement, and quality expectations.
Comfort working across multiple technology platforms and communication tools and in a dual-monitor environment.
Ability and willingness to travel up to 10% as needed.

Nice To Haves

Experience in telephonic care navigation, virtual care, care management, population health, utilization management, or digital health environments.
Experience in a call center, contact center, or metrics-driven healthcare operations setting.
Familiarity with AI-enabled clinical tools, workflow automation, and digital health technologies.
Experience in value-based care, employer-sponsored healthcare programs, or population health initiatives.
Experience in high-growth startup environments.
Compact Physical Therapy license.

Responsibilities

Manage an assigned member population from intake through program completion as the primary navigator in a contact center environment.
Conduct comprehensive clinical intake assessments covering musculoskeletal conditions, functional limitations, treatment history, goals, and readiness for care.
Deliver clinical navigation by phone and video, choosing the engagement modality suited to member needs and outcomes.
Conduct high volumes of inbound and outbound member interactions while providing personalized, empathetic, clinically sound support.
Build trust and engagement through motivational interviewing, behavioral coaching, and evidence-based communication.
Educate members about treatment options, clinical recommendations, and available resources.
Follow up proactively to support adherence, address barriers, reinforce treatment plans, and improve engagement outcomes.
Monitor member progress and identify opportunities for intervention, escalation, or additional support.
Advocate for members throughout their journey and support continuity of care and a seamless experience.
Participate in the development, implementation, and future delivery of virtual physical therapy services and digital musculoskeletal care programs.
Meet operational performance metrics for engagement, outreach productivity, call and video quality, follow-up completion, documentation accuracy, and care-plan adherence.
Manage daily workflows, outreach queues, and caseloads while balancing quality and efficiency in a call center-like environment.
Maintain time management, accountability, discipline, and availability for scheduled member interactions.
Use performance dashboards, reporting tools, and operational data to prioritize outreach and maximize engagement.
Adapt to continuous improvement initiatives and evolving workflows, processes, technologies, and organizational priorities.
Use AI-powered tools, predictive analytics, automation, workflow technology, and clinical decision-support tools to personalize engagement and improve efficiency.
Identify opportunities to improve workflows, member experiences, and operational effectiveness, and contribute feedback and innovation.
Maintain proficiency with technology platforms, communication tools, telehealth systems, CRMs, and documentation systems.
Contribute to adoption and optimization of technologies supporting scalable clinical navigation and virtual care.
Collaborate with interdisciplinary care teams, providers, health plan partners, and internal stakeholders to coordinate member care.
Communicate timely updates about member progress, barriers, escalations, and clinical concerns.
Escalate complex clinical or operational issues appropriately while maintaining ownership of the member experience.
Partner with Clinical Operations, Product, Technology, and Provider Success teams to improve the member journey.
Support team culture through knowledge sharing, peer support, meetings, training, and workflow improvement efforts.
Document member interactions, assessments, care plans, and outreach accurately and within established timelines.
Comply with clinical protocols, quality standards, documentation requirements, organizational policies, regulatory requirements, and professional standards; maintain confidentiality.
Perform other duties as assigned.
Travel up to 10% as needed for onsite meetings, team collaboration, and company events.