[Hiring] Care Navigation Coordinator @Carrum Health

Role Description

At Carrum Health, we have built a unique marketplace for specialty care with unparalleled patient experience. Since 2014, we have been rewiring a fundamentally broken healthcare system by connecting large employers directly with the nation's top-tier providers. Our platform replaces a flawed fee-for-service model with one that actually works. We are seeking high-performing, exceptional talent to scale our platform and ensure that anyone in the country facing a specialty procedure has access to the life-changing Carrum benefit.

We are looking for a team of care navigators to help us continue to scale our operations. The Care Navigation Coordinator, SUD will play a critical role in our success.

You’re excited about this opportunity because you will...

• Master the Big Picture: Gain a bird’s-eye view of the entire organization by working across multiple units rather than being siloed in one area.
• Enjoy Variety: Break the monotony of a fixed desk or routine; every week brings a new environment and a fresh set of challenges.
• Build Your Network: Become a "go-to" resource, building professional relationships with different teams and leadership figures across the company.
• Showcase Your Versatility: Prove your ability to remain calm and effective in shifting environments—a key trait for future leadership roles.

Key Responsibilities

• Central Mailbox Management & Triage: Own the SUD team inbox—evaluating, prioritizing, and swiftly assigning incoming emails and clinical inquiries to the appropriate Clinical Care Navigators.
• End-to-End Travel & Stipend Logistics: Book travel arrangements (flights, hotels, ground transportation) and process client travel stipends under tight deadlines to ensure seamless member care transitions.
• Call Queue Backup & Inbound Triage: Serve as dependable backup coverage for the SUD incoming phone queue, answering calls, gathering initial information, and warm-transferring members to clinical staff as needed.
• De-escalation & Crisis Triage: Confidently manage escalated or distressed callers with empathy and composure, applying basic de-escalation techniques before immediately transferring to clinical leadership for crisis intervention.
• Financial & Expense Accuracy: Maintain high accuracy across all travel logs, expense tracking, and stipend disbursements to ensure compliance with internal audit standards.
• Operational Agility & Administrative Support: Pivot fluidly between high-volume administrative tasks, urgent operational needs, and shifting team priorities in a fast-paced environment.

Qualifications

• Substance Use Disorder (SUD) Environment Experience: Direct experience working within a SUD or behavioral health setting (e.g., as a Behavioral Health Tech, Intake Coordinator, Peer Support Specialist, or Administrative Assistant) supporting individuals on their recovery journey.
• Clinical licensure is not required.
• Crisis Management: Prior experience navigating crisis situations and utilizing basic de-escalation/risk assessment protocols preferred.
• Adaptability: Proven ability to learn new workflows quickly and pivot priorities on short notice in a fast-paced environment.
• Communication: Exceptional verbal and written communication skills with strong empathetic listening capabilities.
• Reliability: High level of punctuality and a flexible mindset regarding shift assignments, coverage, and emergency logistical needs.

Requirements

• Education: Bachelor’s degree in Social Work (BSW), Public Health (BSPH), Public Administration (BSPA), or a related human services field (preferred).
• Certifications: CPRSS / CPRS (Certified Peer Recovery Support Specialist), CRSS (Certified Recovery Support Specialist), CCAR Recovery Coach Academy (RCA) Certification (preferred).
• Bilingual Skills: Fluency in Spanish (verbal and written) (preferred).
• Behavioral Health Breadth: Direct patient-facing experience across broader behavioral health disciplines, including eating disorders, process addictions (gambling, sex, digital), and acute mental health needs (preferred).

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.

Company Description

Carrum Health’s mission is to change how we pay for and deliver specialty care. We offer self-insured employers and plan sponsors a value-based specialty care platform that connects their members with a rigorously vetted network of specialty care providers. Carrum’s transparent, all-inclusive bundled pricing, award-winning technology, and dedicated care navigation team help lower costs for both members and employers while delivering a superior member experience.

Since launching in 2014, we’ve partnered with top-quality providers across the nation including Cleveland Clinic, Johns Hopkins, Mayo Clinic, Stanford Health Care, and a growing network of 1,400+ COEs. We serve hundreds of self-insured employers including Fortune 50 companies, such as United Airlines, US Foods, and Prudential, and public sector clients such as the States of Maine, Nevada, Tennessee, and Self-Insured Schools of California.

The impact of our platform has been validated by a landmark RAND Corporation study, honored with prestigious awards from institutions like Harvard Business School & Harvard Medical School, and featured as a Harvard Business School case study.

As a recognized digital health leader, Carrum is frequently covered by national media, including Bloomberg, Fast Company, Fierce Healthcare, Fortune, Los Angeles Times, Reuters, TechCrunch, and U.S News & World Report. Backed by $96M from top-tier investors including OMERS, Tiger Global Management, Revelation Partners and Wildcat Ventures, we’re only scratching the surface of our opportunity. Come join us.