Handpicked Health combines the best of Advanced Primary Care (APC) and high-quality specialty care, all within a single, streamlined contract. Our innovative model enables employers to offer a healthcare benefit that integrates intelligent care navigation with exceptional care standards. The result? A superior member experience, better access to the best providers, and quality outcomes for employees and their families.

We are looking for a Care Navigator to be the main point of contact for employee members and their families as they find and access high-quality care. You will coordinate appointments and records across providers, remove barriers to care, and help members understand their benefits through our text-based navigation service. This role sits within the Care Navigation team and reports to the manager of Care Navigation.

Our team values close collaboration, honesty, empathy, and a commitment to diversity. We keep processes lean so you can focus on members.

Care Coordination

• Coordinate appointments, tests, and procedures so each member's care is connected across providers.
• Make sure providers have the medical records and care plan information they need before a visit.
• Identify barriers to care and resolve them by working with insurance carriers, provider offices, and community resources.

Member & Family Support

• Serve as the main point of contact for members and their families through text, chat, and phone.
• Explain care options, Handpicked Health services, and employer-sponsored insurance benefits in plain language.
• Share education and resources about conditions, treatment options, and next steps.

Care Team Collaboration

• Keep physicians, nurses, social workers, and other care team members informed about each member's care and progress.
• Work with the Provider Navigation team to match members with top-rated providers in the APP.
• Document member interactions accurately and securely, following HIPAA requirements for PHI.

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What Success Looks Like (First 12 Months)

We’ll know this hire is working when:

• 30 days: Has completed onboarding and HIPAA training and can independently handle routine member requests in our navigation tools.
• 60–90 days: Owns a full member caseload, coordinating appointments and records with minimal escalation.
• 6 months: Consistently resolves barriers to care quickly and earns strong member satisfaction feedback.
• 12 months: Is a go-to resource on the team, sharing member insights that improve navigation workflows and the provider network.

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QUALIFICATIONS

Must-have:

• 1–2 years of healthcare-related customer service experience
• Working knowledge of insurance benefits and the ability to explain them clearly
• Basic knowledge of medical terminology
• Professional, friendly demeanor with excellent written and verbal communication skills across members, providers, and leadership
• Strong organizational, time-management, and multitasking skills with close attention to detail
• Strong analytical and problem-solving skills; able to work independently and meet commitments
• Comfortable in a fast-paced startup environment with shifting priorities
• Able to work full-time (40 hours/week) remotely, with reliable high-speed internet and a designated private workspace with a closed door

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Nice to have:

• Experience using an Electronic Medical Record (EMR) system
• Medical office or care coordination experience
• Familiarity with value-based care, benefit design, or healthcare outcomes

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