Care Navigator Jobs

About The Position

Requirements

• High school diploma or equivalent required.
• At least 2 years of experience in case management, social work, care coordination, call center operations, community outreach, or a related patient-facing healthcare or social services role.
• Lived experience or significant experience working with underserved populations.
• Familiarity with community resources, public health programs, and social services in the area.
• Working knowledge of basic health assessment concepts, including health history, common chronic conditions, and medication basics, sufficient to conduct a structured health intake.
• Familiarity with social determinants of health and community resource navigation, including housing, benefits, behavioral health, and substance use services.
• Strong interpersonal and communication skills, including the ability to handle complex situations effectively.
• Strong phone-based communication skills, including the ability to build rapport, de-escalate, and gather sensitive information with empathy and professionalism.
• Comfort working in a high-volume, metrics-driven phone environment.
• Comfort working with individuals experiencing homelessness, trauma, mental illness, and/or substance use disorders.
• Excellent documentation skills and comfort working in an EHR or care management system.
• Passion for community health, patient support, and improving access to healthcare services.
• Ability to sit and/or stand for prolonged periods of time.
• Ability to communicate with others to exchange information.
• Ability to use and/or type on a laptop or keyboard.
• Ability to wear a headset and speak by phone for extended periods.

Nice To Haves

• Associate or bachelor’s degree.
• EMT, CPXP, patient experience, or similar health systems or clinical support credential.
• Bilingual in Spanish or other languages common in the service area.
• Prior experience with Street Medicine, homeless health services, ECM, or similar safety-net settings.
• Prior call center, contact center, or telephonic care management experience in a healthcare setting.
• Experience with motivational interviewing or trauma-informed care approaches.
• Direct outreach experience in encampments, shelters, drop-in centers, or other community settings.

Responsibilities

• Conduct telephonic intakes for patients experiencing homelessness in the Street Medicine program and pre-visit assessments for Scope patients.
• Handle inbound and outbound queues in a high-volume, call center–style environment.
• Use standardized health, psychosocial, and risk/needs assessments to gather medical and social history, including chronic conditions, medications, behavioral health, substance use, housing status, and social determinants of health.
• Build rapport and engage patients using a trauma-informed, non-judgmental approach; adapt tone and pacing, de-escalate when needed, and gather sensitive information professionally.
• Recognize urgent clinical needs and promptly escalate them to clinical staff.
• Follow call scripts, workflows, and escalation protocols while meeting productivity, response-time, and quality standards.
• Log contact attempts and outcomes in telephony and call management systems, including soft phone platforms and disposition coding.
• Work alongside community health workers to connect patients with community resources and provide warm hand-offs and follow-up outreach.
• Follow up with providers on escalated calls as needed to confirm connections and protocol adherence.
• Coordinate with street medicine providers, medical assistants, and case managers.
• Maintain accurate, real-time, HIPAA-compliant documentation in the EHR.
• Track outcomes and follow-up status on program dashboards to support reporting and quality improvement.
• Participate in call monitoring, QA reviews, and coaching.
• Perform other duties as assigned, including administrative tasks supporting care coordination and healthcare team operations.

Benefits

• Stock-options package
• Medical, dental, and vision health benefits
• 401K
• Long-term disability
• Unlimited PTO
• Life insurance
• Paid Leave Program