Care Navigator

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.

You will connect with patients eligible for our virtual musculoskeletal (MSK) program through inbound calls and outbound outreach, including AI-assisted outreach. You will learn what each patient is experiencing, screen for program fit, explain the program and its benefits in plain language, and guide patients through signup.

From there, you will support patients from enrollment through program completion, coordinating with their care team, keeping appointments on track, and making sure nothing falls through the cracks.

This role is a great fit for someone who builds trust quickly, thrives in a fast-paced, metrics-driven environment, and is motivated by helping people feel better from the first call through program completion.

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, taking the time to understand 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.

Who You Are

• 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.