Care Navigator

Job Title

Care Navigator

Clinical Operations Manager

Ascend Medical, founded in 2021, has a mission to elevate body, mind and soul. Our advanced primary care clinically integrates behavioral, metabolic and lifestyle aspects of health to keep you well physically, mentally and emotionally. Ascend started as a convenient, hybrid delivery model spanning digital and at home modalities, meeting patients where they are: at home, at work or anywhere else.

We have since evolved and now partner with traditional primary care providers to augment their offering, allowing patients to experience Ascend through brick‑and‑mortar, digital and at‑home channels.

• Patients before Profits
• Empathy before Expedience
• Progress before Stagnation
• Team before Individual
• Safety before Everything

At Ascend Medical, you’ll be part of a team of caring and innovative professionals who are forging a new path in healthcare – one that is patient‑centered, affordable, and highly convenient. Ascend boasts the highest patient satisfaction scores in the industry (net promoter score consistently above 95) and we excel in delighting patients.

• Medical
• Dental
• Vision
• 401k w/ Match
• Generous PTO, paid parental leave, company holidays
• Free healthcare with Ascend including telemedicine options
• Flexible schedule and work/life balance

Care Navigators are the company’s patient support liaisons and are often the first Ascend care team member to interact with new members, an important role where the company’s commitment to patient‑first accessible healthcare is on display. Care Navigators are responsible for managing crucial aspects of a patient’s individualized care plan including providing clinical and administrative support, triaging patients, booking appointments, and preparing patients for examinations.

With one‑on‑one interactions, this role will directly impact the lives of people – helping them get comfortable with a new approach to primary care. The Care Navigator is an integral member of a team focused on providing excellent and comprehensive primary care for a specific population of patients.

• 100% consent forms collected from the patient
• 100% of credit cards collected prior to appointment, combined with front office
• 80% reappointment, new patients
• 60% reappointment, existing patients (may already been rescheduled so weighted reappointment %)
• 100% follow up on labs, referrals, prescriptions
• Present with a polished professional appearance with the ability to demonstrate kindness, compassion, energy, and a patient‑first focus.

• Book telehealth appointments, triage patients virtually, and record patient interview, history & chief complaint utilizing Ascend’s EMR.
• Facilitate telehealth consultations by pre‑visit chart review or planning, ensuring all equipment is operable prior to appointment, orienting patients to the technology, facilitates communication between provider and patient as needed, and participating in assessments by utilizing technology and other equipment for the purposes of the telehealth encounter.
• Prepare patients for examinations and performs/sets up referrals for routine screening tests; assists physician with exams; explain treatment procedures and physicians’ instructions to patient.
• Work directly with the Care Coordinator to ensure all patients have care plans and follow up appointments lined out by the provider.
• Organize and manage inbound and/or outbound communications – calls, chats, and emails as assigned.
• Offer advice and guidance to new and existing members, educating new members on the benefits of Ascend Medical and clearly guide members on how to utilize the company’s services, and assist patients to understand and navigate their health insurance so they maximize available benefits.
• Processes patient phone messages, online messages, follow up calls, and routing them to other team members as appropriate; call/secure messaging with patients to obtain and relay pertinent information for the physician.
• Conduct business in a service‑oriented manner that is attentive, cooperative, sensitive, respectful, and kind with dealing with…