Manager, Care Navigation

Carrum Health•,

2d•$90,000 - $105,000•Remote

About The Position

Carrum Health is seeking a Manager, Care Navigation to lead and grow its Patient Care Specialist team. The role is responsible for helping ensure an exceptional patient experience by guiding patients through the Carrum Health journey with empathy, clarity, and care. Reporting to the Director, Patient Care, the manager mentors and develops Patient Care Specialists and supports comprehensive, high-touch guidance throughout each care episode. The role sets the tone for team performance, culture, and operational excellence. Carrum Health is a remote-first digital health company that connects employers and members with a vetted network of specialty care providers through a value-based specialty care platform. The company aims to improve the specialty-care experience while lowering costs for members and employers.

Requirements

At least 5 years of experience in patient navigation, care coordination, or digital health operations.
3–5 years of people-management experience leading teams in healthcare, customer support, or care coordination environments.
Strong communication and interpersonal skills, including the ability to engage effectively with patients, clinicians, and internal teams.
Strong organizational and data-driven skills, including using metrics to monitor performance and identify improvement opportunities.
Sound judgment and discretion in handling confidential or sensitive patient information, with commitment to HIPAA compliance.
Ability to thrive in a fast-paced, dynamic environment and balance multiple priorities with composure and precision.
Entrepreneurial, solution-oriented mindset and comfort innovating, testing, and improving processes.
Ability to collaborate cross-functionally with operations, clinical, client success, and product teams.

Nice To Haves

Experience with self-funded employer benefit plans, bundled payment models, or Centers of Excellence programs.
Spanish-speaking ability.

Responsibilities

Lead, coach, and develop a high-performing Patient Care Specialist team delivering a high-touch patient experience.
Mentor and motivate team members and model best practices through demonstration and support.
Oversee daily team operations to ensure patient cases are managed efficiently, compassionately, and in compliance with quality standards.
Serve as the senior escalation point for complex or sensitive patient situations and ensure timely, empathetic resolution.
Establish, monitor, and evaluate performance metrics, including patient satisfaction, utilization trends, engagement rates, and productivity.
Partner with leadership and cross-functional teams on strategic, operational, and technological solutions to improve quality and efficiency and reduce cost of care.
Support the design and continuous improvement of workflows, communication protocols, and digital tools.
Onboard, train, and empower new team members to deliver effective care navigation.
Implement standards that maximize productivity, quality, and patient experience.
Foster a culture of empathy, accountability, and continuous learning, and model Carrum Health’s values.

Benefits

Equity and an annual performance bonus.
Stock option plan for eligible employees.
Flexible working hours and schedules.
Remote work; Chicago and San Francisco offices are available as options.
Flexible PTO, within reason.
Summer Fridays, with sign-off at 1 p.m. local time.
15 or more paid holidays, including Juneteenth, World Mental Health Day, and Carrum Health Day.
Annual holiday shutdown in December.
Paid parental leave.
Health, vision, and dental insurance.
Employee Assistance Programs (EAP).
401(k) retirement plan.
Opportunities to connect virtually and in person.