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Role Description

The Clinical Navigator is responsible for utilizing professional clinical skills, including the ability to foster patient relationships through empathy and clinical experience, to provide personalized, high-touch support to patients throughout their musculoskeletal care journey.

• Engage with patients and providers to provide expert, clinically relevant, evidence-based care navigation.
• Manage the intake process, including telephonic outreach to engage patients with the TailorCare program.
• Manage a series of touchpoints throughout the care journey as the trusted clinical advocate.
• Uncover patient barriers and internal motivators, guiding patients from onboarding and therapy initiation to milestone celebrations, motivation, maintenance, and eventual “graduation” from the program.
• Work collaboratively to enhance the patient experience and support patient compliance and persistence initiatives.
• Provide ongoing education and therapy support to the patient, their caregiver, clinical staff, and/or support network.

Primary Responsibilities

• Conduct outreach to patients eligible for TailorCare and educate them on the value of the program.
• Conduct intake assessments to identify patient clinical issues and needs.
• Provide health coaching as needed throughout the journey to support adherence and compliance to their treatment plan.
• Provide condition education and shared decision making with patients to identify the correct treatment plan to meet their goals.
• Demonstrate empathy and effectively engage patients, creating a personalized relationship-based connection built on trust and rapport.
• Utilize motivational patient interviewing tools to quickly and accurately anticipate and address patient barriers.
• Communicate effectively; understand and influence patient initiation and support processes.
• Provide information to the care team and proactively reach out after the clinical decision has been made to start patients on new care pathways.
• Provide continuous updates, guidance, and triaging when needed, ensuring that the patient is driving towards the right health outcomes.
• Collaborate with provider teams, ancillary services, and other community support programs.
• Perform other duties as assigned.

Qualifications

• Doctor of Physical Therapy, Doctor of Physiotherapy (DPTs), or Master of Physical Therapy (MPTs) required.
• PT with current, unrestricted license in Georgia (Compact License preferred).
• Previous telephonic patient support environment experience, including use of an inbound/outbound call system, with seamless warm transfers.
• Strong communication and written skills to a variety of audiences, and experience working with a treatment team.
• Proven adaptability to changing business demands and problem solving in a fast-paced environment.
• Experience in motivational patient interviewing and coaching behavior change.
• Ability to work within established guardrails while maintaining personal rapport with the patient.
• Self-starter with proven adaptability to changing business demands and product relevance in a fast-paced environment.
• High level of comfort with technology, including Microsoft Office products, working on dual monitors, CRM, and strong typing skills are required.
• 3+ years of orthopedic experience.

Skills

• Previous telephonic patient support environment experience, including use of an inbound/outbound call system, with seamless warm transfers.
• Previous experience with remote/telemedicine care delivery.

Location

This role is 100% remote, but a candidate must be able to obtain a compact licensure in GA, TX and/or CO. This position is classified as temporary and is not eligible for company-sponsored benefits, including medical, dental, vision, paid time off, or holiday pay.

What's In It For You

• Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact.
• Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville.
• Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge.
• Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy.
• Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution.
• Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching.
• Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day.