[Hiring] Surgical Care Navigator @Icon Health

Role Description

As a surgical navigator, you’ll support our patient engagement and outreach operations for orthopedic patients. You will serve as an advocate and educator for patients with a focus on the orthopedic preoperative and postoperative phase. This role is central to ensuring patients feel informed, supported, and connected throughout their care experience.

You’ll primarily engage with the Medicare population to conduct health assessments, address barriers to care, and assist in navigating clinical processes. This role will be multi-faceted and will require building relationships with patients and providers, and assume responsibility and accountability for the management of resources to achieve efficient, high-quality outcomes for patients.

What You’ll Do: Patient Support & Navigation

• Conduct outreach to potential surgical patients
• Administer assessments to identify care goals, barriers, and support systems
• Act as an advocate and educator for patients, ensuring they understand their treatment plans and available resources
• Assist with appointment scheduling, transportation, referrals, and care coordination
• Support post-operative follow-ups and care coordination to enhance experience and quality of care
• Track and document patient-reported outcomes (PROs) and feedback

Clinical Collaboration

• Serve as a liaison among patients, providers, and internal teams
• Promote evidence-based orthopedic care and patient-centered practices
• Support quality improvement efforts by analyzing trends and addressing care concerns
• Use multiple internal (e.g. EMR and digital tools) and external systems to facilitate patient scheduling of appointments, and ensure smooth communication between health plan members, providers and Icon

Operational Excellence

• Use approved scripts and document interactions accurately
• Handle inbound calls, warm transfers, and participate in peer side-by-side coaching as needed
• Maintain HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities

Qualifications

• Minimum 3 years of clinical experience (MSK, orthopedic, or value-based care preferred)
• Strong interpersonal, written, and verbal communication skills
• Proven problem-solving ability and initiative
• Comfort with technology and experience (Zoom, Google Suite, electronic health records, call center systems preferred), and comfort learning new technology
• Comfort with ambiguity and experience in fast-paced environments and/or startups
• A quiet working space; preferred experience in a remote role
• Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers
• Bilingual (Spanish/English) is a plus

Benefits

• Flexible schedule
• Flexible spending account
• Full Benefits on date of hire
• Work Location: Fully Remote

Important Notice: Protect Yourself from Recruitment Fraud

• Verified Communication: All official emails from our team will only come from an @iconhealthco.com email address
• Live Interviews: We never hire based on text or chat alone. Our multi-stage interview process always involves several live conversations with our team members via phone and/or web conference
• Your Privacy: We will never ask for sensitive financial information, home office equipment fees, or payment at any point during the hiring process