Care Navigator – Bilingual (Spanish/English)
Position Summary
The Care Navigator – Telehealth supports patients during the critical transition from an inpatient hospital stay back to the home and community setting. The Care Navigator serves as the initial point of contact for patients and caregivers after discharge.
Working as part of a multidisciplinary telehealth team, the Care Navigator performs non-clinical care coordination and patient engagement activities, facilitates communication with the care team, and promptly escalates clinical concerns to the appropriate licensed healthcare professional. The position plays an important role in promoting continuity of care, improving patient experience, and supporting efforts to reduce avoidable emergency department visits and hospital readmissions.
Responsibilities
- Conduct timely patient outreach through approved HIPAA compliant telephone, video, text messaging, and other telehealth technologies.
- Clearly document consent received by patient/caregiver for our services.
- Explain the TCM program, services, and expectations to patients and caregivers.
- Coordinate and schedule provider’s TCM encounters.
- Assist patients with accessing and navigating telehealth services.
- Provide basic technical assistance related to approved telehealth platforms.
- Maintain a professional and patient-centered virtual experience.
- Protect patient privacy and confidentiality during all virtual interactions.
- Identify patients who are unable to be reached and follow established outreach protocols.
- Document all patient contacts and attempted contacts accurately and timely in the electronic medical record.
- Follow organizational policies, procedures, workflows, and documentation standards.
Clinical Escalation
The Care Navigator is responsible for recognizing and escalating concerns rather than independently providing clinical assessment, diagnosis, or treatment.
Responsibilities include:
- Document the concern, escalation, and resulting action accurately in the medical record.
- Follow up on escalated concerns as directed by the clinical team.
- Assist patients with accessing and navigating telehealth services.
- Provide basic technical assistance related to approved telehealth platforms.
- Maintain a professional and patient-centered virtual experience.
- Protect patient privacy and confidentiality during all virtual interactions.
- Ensure communication occurs through approved organizational platforms and workflows.
Workflow Management
- Manage an assigned patient caseload effectively and prioritize patients according to established workflows.
- Complete assigned outreach and follow-up activities within required timeframes.
- Monitor outstanding tasks and ensure appropriate follow-through.
- Communicate barriers to completing assigned responsibilities to the appropriate supervisor or team member.
- Maintain productivity and quality standards established for the TCM program.
Required Qualifications
- Experience in healthcare, patient services, care coordination, medical office, call center, or a related healthcare environment.
- Ability to communicate effectively with patients, caregivers, providers, and multidisciplinary team members.
- Strong organizational and time-management skills.
- Ability to manage multiple patients and priorities in a fast-paced environment.
- Basic knowledge of medical terminology and healthcare processes.
- Proficiency with electronic medical records and computer applications.
- Ability to work independently in a telehealth environment.
- Medical Assistant, LVN or equivalent.
Work Environment
This is primarily a telehealth position requiring frequent telephone and/or video communication, computer use, electronic documentation, and management of multiple patient interactions throughout the workday. The employee must maintain a reliable internet connection and a private, secure workspace when handling protected health information.
Disclaimer
This job description describes the general nature and level of work performed in this position. It is not intended to be an exhaustive list of duties, responsibilities, qualifications, or requirements. Responsibilities may be modified based on organizational needs, patient population, regulatory requirements, and program
Job Type: Contract
Pay: $25.00 - $27.00 per hour
Benefits:
License/Certification:
- Certified Medical Assistant, LVN or equivalent (Required)
Work Location: Remote
