Care Navigator

About the Company

We're not telehealth and we're not a traditional doctor's office: we're the best parts of both. Our mission at Rezilient is simple: to make access to primary care convenient, timely and seamless.

In our hybrid model, clinics are staffed by paramedics with the provider joining the appointment virtually on-screen. The provider relies on the medic as their partner for a thorough physical assessment, with the aid of connected devices that live stream ENT, skin, and cardio respiratory exams. Not only does this allow the provider to see and hear high quality exams, but it allows the patient to participate in the experience themself through hearing their own heartbeat or seeing their own eardrum.

Our model is breaking through the old way of medicine and bringing transparency and high quality care through the use of technology. We are looking for team members that are ready to expand and break new grounds in the world of primary care.

About the Role

The Care Navigator guides patients through the Rezilient healthcare experience, coordinating each step of the patient journey from scheduling and chart prep to referrals, medical records, and follow-up. This role works closely with providers, medics, and the Care Management team to keep patient care continuous, advocating for patients and removing barriers to timely care. Success looks like patients who feel informed and supported, charts that are ready before every appointment, and referrals and tasks that are resolved quickly and documented clearly.

Key Responsibilities

• Guide patients through their Rezilient healthcare experience and coordinate each step of the patient journey.
• Schedule patient appointments, complete chart prep, and enter all information accurately in all required systems within needed timeframes.
• Proactively request medical records from outside providers, hospitals, and facilities so records are in the chart before appointments and referrals.
• Advocate for patients by tracking and following up on their needs, communicating with their providers, obtaining required documents, and keeping patients informed in a timely manner.
• Provide a  concierge customer service approach to guiding patients through fragmented and complex healthcare systems or insurance plans.
• Coordinate referral needs to specialty care, hospitals, imaging, labs, and community resources where appropriate. 
• Work task assignments in a timely manner and document the journey appropriately. 
• Respond to and manage patient portal messages, voicemails, and phone inquiries from patients, medical facilities, and insurance companies with professionalism, empathy, and efficiency.
• Work with providers, medics, Care Navigators, and Care Management team members to keep patient care seamless and continuous.
• Escalate patient issues and workflow barriers to the right person in a timely way.
• Manage a patient case that will assist with care navigation. 
• Follow workflows and standard operating procedures, and suggest process improvements when you see gaps.
• Keep documentation accurate and protect patient confidentiality, following HIPAA and required documentation protocols.
• Participate in company meetings, training, and brainstorming sessions as needed.

Requirements

• At least 3 years of experience in a healthcare setting speaking and supporting patients directly to deliver an excellent patient service experience.
• Shown experience scheduling patient appointments, including multi-provider or specialty scheduling.
• Comfortable in a fast-paced, changing environment.
• Experience documenting and charting patient information in electronic systems.
• Experience requesting, tracking, and following up on medical records from outside facilities.
• Experience navigating complex care systems, such as referrals, specialty care, hospital systems, and insurance coordination.
• Working knowledge of HIPAA and other relevant healthcare regulations.
• Strong interpersonal skills and the ability to build rapport quickly and offer compassionate support to patients and team members.
• Advanced problem-solving and critical thinking skills, with a proactive, forward-thinking approach.
• Excellent written and verbal communication skills with a working knowledge of medical terminology.
• Strong organizational skills and attention to detail.
• Self-motivated and confident in managing independent projects and tasks.
• Flexibility to cover additional shifts as needed.
• Based in Missouri, Illinois, Indiana, or Minnesota

Preferred Qualifications

• Previous experience as a medical assistant, community health worker, or in a social services role, ideally in a clinical environment.
• Proficiency with Mac operating systems and devices.
• Familiarity with athenahealth and Epic electronic medical record (EMR) software.
• Experience using Google Workspace for communication and documentation.
• Experience with telephony and translation systems.

Benefits

At Rezilient Health, we're on a mission to make humane healthcare truly abundant, and we invest in the people who make that possible. This is a high-impact role where your ideas directly shape how care is delivered, within a supportive, collaborative, and diverse team that believes healthcare is fundamentally a human experience. We back that commitment with a robust total rewards package:

• Meaningful ownership through stock options, allowing you to share directly in the value you help create as we grow
• Competitive base compensation starting between $25-27 per hour
• Comprehensive medical, dental, and vision coverage options, with Rezilient contributing toward your premiums
• Complimentary access to Rezilient's clinical programs for you and your household members, the same connected care we deliver to our patients
• 401(k) retirement plan to support your long-term financial well-being
• Flexible Paid Time Off, so you can recharge without counting days
• Dedicated Paid Sick Leave, separate from your FTO, for when health needs come first
• 11 paid company holidays each year
• Paid family leave to support you through life's biggest moments
• Optional ancillary benefits, including life insurance, disability coverage, and a Health Savings Account (HSA)