Surgical Care Navigator

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage in outreach efforts to connect with potential surgical patients.

• Conduct assessments to determine care objectives, obstacles, and support frameworks.

• Serve as an advocate and educator for patients, ensuring they comprehend their treatment plans and available resources.

• Assist with scheduling appointments, arranging transportation, referrals, and coordinating care.

• Facilitate post-operative follow-ups and care coordination to improve patient experience and quality of care.

• Monitor and record patient-reported outcomes (PROs) and feedback.

• Act as a liaison among patients, healthcare providers, and internal teams.

• Advocate for evidence-based orthopedic care and patient-centered practices.

• Contribute to quality improvement initiatives by analyzing trends and addressing care-related concerns.

• Utilize various internal (e.g., EMR and digital tools) and external systems to streamline patient appointment scheduling and ensure effective communication between health plan members, providers, and Icon.

• Implement approved scripts and accurately document all interactions.

• Manage incoming calls, facilitate warm transfers, and engage in peer coaching as necessary.

• Adhere to HIPAA and other security and privacy regulations when managing protected health information encountered during normal work activities.

⛳️ Requirements

• A minimum of 3 years of clinical experience (preferably in MSK, orthopedic, or value-based care).

• Excellent interpersonal, written, and verbal communication skills.

• Demonstrated problem-solving skills and proactive approach.

• Proficiency with technology and experience with Zoom, Google Suite, electronic health records, and call center systems preferred; willingness to learn new technology.

• Ability to navigate ambiguity, with experience in fast-paced environments and/or startups.

• A designated quiet working space.

• Maintain a positive and professional demeanor when interacting with clients, health plan members, clinicians, and colleagues.

• Bilingual skills in Spanish and English are a plus.

🏝️ Benefits

• Flexible scheduling options.

• Flexible spending account.

• Comprehensive benefits available from the date of hire.