Care Navigator

Augusta, GA, USA|Remote

Job Overview

Employment Type

Full-time

Work Schedule

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

remote work

flexible schedule

Professional Development

Job Description

This organization is a leading healthcare provider dedicated to enhancing patient care through innovative telehealth solutions and coordinated healthcare services. By leveraging state-of-the-art technology and seamless communication between emergency medical services (EMS) and clinical teams, the company strives to improve patient outcomes, reduce unnecessary hospital readmissions, and ensure timely access to medical care for communities across Georgia. The organization is committed to delivering high-quality, patient-centered care that prioritizes convenience, continuity, and comprehensive support throughout the healthcare journey. It operates fully remote roles to provide flexibility and reach a wider range of healthcare professionals devoted to improving health outcomes via telemedicine platforms.

The Care Navigator role is an essential part of this healthcare team, serving as the vital link connecting patients, EMS crews, and medical professionals. This fully remote position centers on coordinating telehealth visits for low-acuity 911 calls and supporting ongoing patient engagement initiatives that facilitate care continuity and readmission avoidance. The role involves managing telecommunication equipment to facilitate real-time video visits between EMS personnel onsite and clinicians remotely, ensuring smooth and timely connections for immediate care decisions. The Care Navigator proactively reaches out to patients during after-hours and weekend periods, educating them on the available OnDemand Visit (ODV) services and helping overcome barriers to care by scheduling timely virtual or in-home visits.

This position plays an important role in improving access to healthcare services, closing gaps in care management, and enhancing the overall patient experience. The Care Navigator uses motivational interviewing and objection handling techniques to encourage patient participation while coordinating follow-ups within 24 hours of hospital discharges or transfers to support smooth transitions of care. They drive program alignment efforts by supporting initiatives such as Pathways, CareLINC, and Guide programs that aim to reduce avoidable emergency room visits and improve healthcare outcomes.

Additionally, the Care Navigator maintains accurate, confidential documentation of all patient interactions in compliance with organizational standards and HIPAA regulations. They stay current on the evolving protocols of the ODV services, health plan offerings, workflows, and local health resources to provide precise guidance to patients and clinical teams alike. The role demands strong multitasking abilities, proficiency in technology troubleshooting, exceptional communication skills, and a problem-solving mindset to navigate a fast-paced and dynamic work environment.

This position requires the ability to work 12-hour shifts on a rotating schedule, including nights, weekends, and holidays. The Care Navigator must be available for after-hours patient engagement activities as part of a structured roster system. This role offers the opportunity to contribute to groundbreaking telehealth solutions and impact patient care across the state while working remotely in a supportive and mission-driven environment.

Job Requirements

High school diploma or equivalent
preferred EMS or nursing certification
preferred 1+ years of experience in healthcare, telehealth, or patient coordination/scheduling
strong technical skills with ability to troubleshoot video and communication systems
excellent verbal and written communication skills
ability to work and multitask in a fast-paced environment
strong problem-solving skills
ability to work 12-hour shifts on a 2/3/2 rotating schedule, including nights, weekends, and holidays
must be available for after-hours OnDemand Visit patient engagement responsibilities (5 PM-8 PM) and weekends as part of rostered shift
physical demands include sitting for extended periods and operating computer/video equipment

Job Qualifications

High school diploma or equivalent
preferred EMS or nursing certification
preferred 1+ years of experience in healthcare, telehealth, or patient coordination/scheduling
strong technical skills with ability to troubleshoot video and communication systems
excellent verbal and written communication skills
ability to work and multitask in a fast-paced environment
strong problem-solving skills

Job Duties

Coordinate and facilitate telehealth visits between EMS crews and medical group professionals on low-acuity 911 calls
operate video visit equipment and manage related documentation
conduct proactive outreach during after-hours and weekends to educate patients on OnDemand Visit services, address barriers, and convert calls into scheduled in-home or virtual visits
coordinate timely follow-ups, including within 24 hours for transitions of care, and schedule visits with ODV clinicians using structured engagement methods such as motivational interviewing and objection handling
identify patients needing additional support and escalate appropriately to care coordinators, social workers, or community health workers
support ODV programs such as Pathways, CareLINC, and Guide to reduce avoidable ER visits and improve gap closure
conduct patient satisfaction surveys and other engagement activities as assigned
accurately document all patient interactions in the appropriate system(s) of record while maintaining confidentiality and adhering to HIPAA and organizational compliance standards
maintain up-to-date knowledge of ODV services, health-plan programs, workflows, and local resources to ensure accurate guidance and seamless care transitions
meet or exceed performance expectations, including contact, conversion/scheduling, visit completion, and quality metrics