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Role Description

The Care Navigator is a remote, medically trained professional who provides essential clinical and administrative support to ensure seamless care coordination and an excellent member experience. Leveraging a Medical Assistant background, the Care Navigator supports providers, care teams, and patients by managing communication, clinical documentation, and workflow tasks across the electronic health record (EHR) and related platforms. This role plays a vital part in enhancing patient access, closing care gaps, and supporting organizational success through timely follow-up, accurate chart preparation, and efficient resolution of patient needs.

Essential Job Functions

• Patient Communication & Support:
  • Answer incoming clinical phone calls and resolve patient needs or escalate appropriately.
  • Manage telephone encounters, follow-up calls, and member success communications.
  • Support decommissioning activities with continuity of care coordination (e.g., center closure, provider disposition).
• Clinical & Administrative Support:
  • Perform chart preparation for upcoming visits, ensuring accuracy of history, medications, and pending orders.
  • Manage Phreesia tasks, including intake forms, consents, messaging, and patient-submitted schedule requests.
  • Conduct virtual visit clinical intake.
• EHR Management (eCW):
  • Monitor and manage jellybeans in eCW, particularly test results and orders requiring follow-up.
  • Assist with fax inbox routing.
  • Schedule and coordinate referral appointments, ensuring follow-up on referral notes and documentation completion.
• Coordination of Care:
  • Collaborate with providers and care team members to close loops on labs, imaging, and specialist referrals.
  • Assist in clinical call management, ensuring patient needs are addressed promptly.
  • Support provider efficiency by proactively managing orders, documentation, and task follow-up.
• Other Duties:
  • Participate in staff meetings, huddles, and training sessions as required.
  • Contribute to continuous improvement initiatives in workflows, processes, and patient experience.
  • Perform other related duties as assigned to support patient care and organizational goals.

Qualifications

• Strong understanding of clinical workflows, patient care coordination, and medical documentation.
• Proficiency in electronic health record (EHR) systems (eClinicalWorks experience strongly preferred).
• Ability to manage multiple priorities with accuracy and efficiency in a remote environment.
• Excellent verbal and written communication skills, with a patient-centered and empathetic approach.
• Strong organizational, time management, and problem-solving abilities.
• Ability to work independently while collaborating with a dispersed clinical team.

Requirements

• Education & Certifications:
  • High school diploma or equivalent required.
  • Completion of a Medical Assistant program from an accredited institution is preferred.
  • Certification as a Medical Assistant (CMA, RMA, CCMA, or equivalent) preferred.
• Experience:
  • Minimum of 2 - 5 years of experience as a Medical Assistant in a primary care, specialty care, or urgent care setting.
  • Experience with telehealth or remote patient care support preferred.
  • Prior experience with eClinicalWorks (eCW) or comparable EHR strongly preferred.
• Physical Requirements:
  • Ability to remain in a stationary position while working remotely for extended periods.
  • Frequent use of a computer, keyboard, telephone, and headset.
  • Ability to communicate clearly and effectively with patients and staff by phone and electronic messaging.
  • Minimal physical exertion required; occasional lifting of files or office equipment up to 10 pounds.
  • Specific vision abilities required by this job include close vision and adjusting focus.
  • The employee is regularly required to sit and use a computer.
  • Frequently required to talk, hear, and reach with hands and arms.