proterahealth - Care Navigator

• 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.