Care Navigator

Primary Purpose

The Care Navigator serves as a critical link between patients, emergency responders, and clinical teams by coordinating telehealth visits and supporting patient engagement activities. This role ensures timely care delivery and enhances patient experience through proactive communication and scheduling.

Facilitates real‑time telehealth between EMS crews and our medical group and drives patient engagement and scheduling for OnDemand Visit programs to improve access, experience, and gap closure.

• Coordinate and facilitate telehealth visits between EMS crews and medical group professionals on low‑acuity 911 calls
• Operate video visit equipment and manage related documentation

• Conduct proactive outreach during after‑hours and weekends to educate patients on ODV services, address barriers, and convert calls into scheduled in‑home or virtual visits
• Coordinate timely follow‑ups (including within 24 hours for TOC) and schedule visits with ODV clinicians using structured engagement methods such as motivational interviewing and objection handling

• Identify patients needing additional support and escalated appropriately to care coordinators, social workers, or community health workers

• Support ODV programs (Pathways™, CareLINC™, Guide™) to reduce avoidable ER visits and improve gap closure
• Conduct patient satisfaction surveys and other engagement activities as assigned

• Accurately document all patient interactions in the appropriate system(s) of record while maintaining confidentiality and adhering to HIPAA and organizational compliance standards
• Maintain up‑to‑date knowledge of ODV services, health‑plan programs, workflows, and local resources to ensure accurate guidance and seamless care transitions across clinicians, EMS, and internal teams
• Meet or exceed performance expectations, including contact, conversion/scheduling, visit completion, and quality metrics

• High school diploma or equivalent
• Preferred EMS/nursing certification
• Preferred 1+ years of experience in healthcare, telehealth, or patient coordination/scheduling
• Strong technical skills with ability to troubleshoot video and communication systems
• Excellent verbal and written communication skills
• Ability to work and multitask in a fast‑paced environment
• Strong problem‑solving skills

• Ability to work 12‑hour shifts on a 2/3/2 rotating schedule, including nights, weekends, and holidays
• Must be available for after‑hours OnDemand Visit patient engagement responsibilities (5 PM–8 PM) and weekends as part of rostered shift
• Physical demands include sitting for extended periods and operating computer/video equipment