[Hiring] Care Navigator @Protera Health

Role Description

The Care Navigator is often the first person a patient talks to at Protera Health and a consistent point of support throughout their care journey.

• Connect with patients eligible for our virtual musculoskeletal (MSK) program through inbound calls and outbound outreach, including AI-assisted outreach.
• Learn what each patient is experiencing, screen for program fit, explain the program and its benefits in plain language, and guide patients through signup.
• Support patients from enrollment through program completion, coordinating with their care team, keeping appointments on track, and ensuring nothing falls through the cracks.

What You Will Own

• Patient Outreach and Enrollment
  • Connect with eligible patients through inbound calls, outbound outreach, and AI-assisted outreach tools.
  • Build trust through active listening and empathy, understanding each patient’s goals, concerns, and circumstances.
  • Screen patients for program fit, explain program benefits, and address questions without pressure.
  • Guide patients through signup and troubleshoot barriers to enrollment, including eligibility questions and technology hurdles.
• Care Navigation and Patient Engagement
  • Serve as each patient’s primary point of contact from the first call through program completion.
  • Coordinate with physicians, physical therapists, and health coaches, tracking next steps and following through until they are complete.
  • Help patients schedule and keep appointments, resolve barriers, and stay engaged in their care.
  • Use motivational interviewing to encourage meaningful change and support patient goals.
  • Help connect patients with behavioral health, primary care, and specialist resources when their needs extend beyond the program.
  • Recognize concerns requiring clinical input and escalate them to the appropriate care team member.
• Communication and Documentation
  • Maintain organized, accurate documentation across each patient’s full journey.
  • Communicate clearly about MSK care, program benefits, and what patients can expect at each stage.
  • Approach every interaction with cultural sensitivity, adapting to individual needs and helping remove barriers to access.
  • Work confidently across CRM, EHR, scheduling, telephony, and AI-assisted outreach tools.
  • Protect patient information and follow company privacy, security, and documentation requirements.
  • Maintain composure and professionalism through difficult conversations, rejection, and high-volume periods.
  • Work toward established outreach, enrollment, engagement, and service-quality goals while remaining open to feedback and coaching.

Qualifications

• Two or more years of experience in a patient-facing, member-facing, or care coordination role, such as patient access, health plan outreach, community health, or wellness coaching.
• Excellent communication skills and the ability to connect with patients, peers, leadership, and external partners.
• Confident and engaging on the phone and over video.
• Comfortable working in CRM and EHR systems, with a commitment to thorough, structured documentation.
• Organized and able to manage multiple patients, follow-ups, and priorities.
• Motivated by metrics and results, with a strong work ethic and sense of urgency.
• Adaptable and comfortable with change in a growing organization.
• Self-motivated and collaborative, effective both independently and as part of a team.

Preferred Qualifications

• Clinical-adjacent background, such as medical assistant, athletic trainer, LPN, community health worker, health coach, PT/OT aide, or social services coordinator.
• Experience supporting patients with MSK conditions, chronic pain, or other chronic conditions.
• Exposure to health plans, employer benefits, or value-based care.
• Bilingual skills aligned with the populations we serve.
• Proven inbound or outbound enrollment experience with measurable results.
• Training or experience in motivational interviewing.
• Experience in a fast-paced startup environment.

Logistics

• Employment type: Full-time.
• Work environment: Fully remote, requiring a private, professional workspace and reliable high-speed internet.
• Work authorization: Authorized and able to work in the United States.
• Technology: Able to work effectively across multiple systems and follow company requirements for secure remote access and handling patient information.

Benefits

• Help patients access personalized care for back, neck, and joint pain.
• Build meaningful patient relationships from enrollment through program completion.
• Work with a multidisciplinary team focused on improving patient outcomes.
• Fully remote work from a private, secure workspace.
• $52,000 annual total compensation potential, including base pay and incentives.
• Health benefits.
• Paid time off (PTO).
• Be part of a mission-driven company delivering the care we would want for our own families.