Clinical Navigator - PT (Shift: 8:30am - 5:30pm CT)

TailorCare

2d•$87,500 - $90,000•Remote

About The Position

The Clinical Navigator is a licensed Doctor 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 is the primary point of contact for assigned members from intake through program completion, assessing needs, building trust, encouraging participation, and supporting adherence to evidence-based care plans. Navigators conduct frequent inbound and outbound outreach, virtual visits, and digital touchpoints, balancing clinical expertise, communication, operational performance, and member outcomes. They use technology, AI-enabled tools, predictive insights, and standardized workflows to personalize care and improve efficiency. The role also supports the development and delivery of future virtual physical therapy and digital musculoskeletal care programs. TailorCare is a remote-first company with its corporate office in Nashville. The role may involve working in a high-volume, call center-like virtual care environment and requires availability for scheduled member interactions throughout the workday. Travel of up to 10% may be needed for onsite meetings, team collaboration, and company 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; a compact license is preferred.
Willingness to obtain and maintain additional state licenses as TailorCare expands.
At least 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 to productivity, engagement, and quality expectations.
Comfort working across multiple technology platforms and communication tools, including dual-monitor environments.
Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.

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.
Bilingual Spanish/English.
Compact Physical Therapy license.

Responsibilities

Manage an assigned member population from intake through program completion in a contact center environment.
Conduct clinical intake assessments addressing musculoskeletal conditions, functional limitations, treatment history, goals, and readiness for care.
Deliver clinical navigation through telephonic and video-based interactions, choosing the modality suited to member needs and outcomes.
Conduct high volumes of inbound and outbound member outreach while providing personalized, empathetic, clinically sound interactions.
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 encourage adherence, address barriers, reinforce treatment plans, and improve engagement.
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 targets, including engagement, outreach productivity, interaction quality, follow-up completion, documentation accuracy, and care plan adherence.
Manage workflows, outreach queues, and caseloads while balancing quality and efficiency.
Maintain strong time management, accountability, and availability for scheduled member interactions.
Use dashboards, reporting tools, and operational data to prioritize outreach and maximize engagement.
Adapt to changing workflows, processes, technologies, and organizational priorities, and participate in continuous improvement.
Use AI-powered tools, predictive analytics, automation, clinical decision-support tools, and workflow technologies to personalize engagement and improve efficiency.
Identify opportunities to improve workflows, member experiences, and operational effectiveness; contribute to adoption and optimization of emerging technologies.
Maintain proficiency with technology platforms, communication tools, telehealth systems, CRMs, and documentation systems.
Collaborate with interdisciplinary care teams, providers, health plan partners, and internal stakeholders to coordinate the member experience.
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.
Contribute to team culture through knowledge sharing, peer support, team meetings, training, and workflow improvement efforts.
Accurately document member interactions, assessments, care plans, and outreach 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.