[Hiring] Manager, Care Navigation @Carrum Health

Role Description

We are looking for a Manager, Care Navigation to lead and grow our Patient Care Specialist team. This role plays a critical part in ensuring an exceptional experience for every patient we serve — guiding them through the Carrum Health journey with empathy, clarity, and care. Reporting to the Director, Patient Care, you will mentor and develop a team of Patient Care Specialists, ensuring that every patient receives comprehensive, high-touch guidance throughout their care episode. You will set the tone for performance, culture, and operational excellence across the team.

You’re excited about this opportunity because you will:

• Lead, coach, and develop a high-performing Patient Care Specialist team that delivers a differentiated, high-touch experience for every patient.
• Mentor, motivate, and model best practices to your team, fostering excellence through demonstration and support.
• Oversee daily team operations, ensuring patient cases are managed efficiently, compassionately, and in compliance with quality standards.
• Act as the senior escalation point for complex or sensitive patient situations, ensuring swift, empathetic resolution.
• Establish, monitor, and evaluate performance metrics—including patient satisfaction, utilization trends, engagement rates, and productivity—to ensure goals are met and exceeded.
• Partner with leadership and cross-functional teams to develop strategic, operational, and technological solutions that enhance quality, improve efficiency, and reduce cost of care.
• Support the design and continuous improvement of workflows, communication protocols, and digital tools to enhance patient experience and team performance.
• Onboard, train, and empower new team members to deliver exceptional care navigation from day one.
• Implement standards to maximize productivity, quality, and an outstanding patient experience.
• Foster a culture of empathy, accountability, and continuous learning while serving as a role model for Carrum Health’s values.

Qualifications

• You have 5+ years of experience in patient navigation, care coordination, or digital health operations.
• You bring 3–5 years of people management experience, leading teams in healthcare, customer support, or care coordination environments.
• You are passionate about delivering high-touch, empathetic service and empowering your team to do the same.
• You demonstrate strong communication and interpersonal skills, with the ability to engage effectively across patients, clinicians, and internal teams.
• You are highly organized and data-driven, using metrics to monitor performance and identify areas for growth or improvement.
• You have deep judgment and discretion when handling confidential or sensitive patient information and are committed to HIPAA compliance.
• You thrive in a fast-paced, dynamic environment, balancing multiple priorities with composure and precision.
• You have an entrepreneurial, solution-oriented mindset—comfortable innovating, testing, and improving processes.
• You excel at cross-functional collaboration, working closely with operations, clinical, client success, and product teams to drive meaningful outcomes.
• Experience with self-funded employer benefit plans, bundled payment models, or Centers of Excellence programs is a plus.
• Spanish-speaking ability is a plus.

Benefits

• Stock option plan and performance bonus for eligible employees.
• Flexible schedules and remote work.
• Chicago and San Francisco offices available as an option.
• Flexible PTO, within reason.
• Summer Fridays (sign off @ 1pm local time).
• 15+ 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).
• 401K retirement plan.