Care Navigator Level 1

Role Overview

Care Navigator, Level 1 is a fully remote (U.S.) role and the first connection patients and caregivers have with the myLaurel care team. You’ll handle scheduling, education, and support while building foundational skills in healthcare navigation and clinical problem-solving, with room to grow into senior/specialist paths.

Responsibilities

• Primary point of contact: Serve as the lead contact for patients and caregivers via high-volume inbound and outbound calls.
• Scheduling: Coordinate and schedule in-home and virtual care visits accurately and efficiently.
• Patient education: Educate patients on myLaurel program services and set clear, empathetic expectations.
• Post-visit support: Handle critical follow-ups such as equipment coordination, pharmacy requests, and clinical documentation.
• Systems management: Maintain high-integrity documentation of every interaction in internal systems and the EHR.
• Cross-functional collaboration: Partner daily with clinical and operations teams to deliver a “white-glove” patient experience.

Requirements

• 2+ years of professional experience in a healthcare call center or patient-facing environment.
• EHR proficiency (required), e.g., Epic, Athena, Cerner, or similar.
• Dedicated private, HIPAA-compliant workspace with a door.
• Reliable high-speed internet (minimum 20 Mbps download / 5 Mbps upload).
• Exceptional active listening and ability to multitask across multiple software systems while maintaining an empathetic phone presence.
• High school diploma or GED.

Nice to Haves

• Interest in healthcare navigation and cross-functional clinical/operations collaboration; motivated to grow within a fast-paced startup environment.