Care Navigator

Two Chairs is building a new kind of mental health system based on the idea that the status quo isn’t good enough. Industry-best clinician experiences, better client outcomes, groundbreaking innovation, and access to the highest quality care are how we’ll raise the bar for the entire industry. With that, we're excited and honored to have been recognized as a 2024 Great Place to Work, 2024 Fortune Best Workplaces in the Bay Area, and 2023 San Francisco Business Times Bay Area Best Places to Work.

Diversity, equity, and inclusion are the principles guiding how we build our business and teams. We encourage interested candidates from diverse backgrounds to apply even if they don't think they meet every expectation of the role.

Our Perks and Benefits:

To support you at work, we offer some fantastic perks and benefits that reflect our mission of self-care and support, including:

• Equity in a high-growth start-up
• Generous paid time off, plus 9 paid holidays and an additional Winter Office Closure from Christmas Day (Observed) through New Year's Day
• Comprehensive medical, dental, and vision coverage
• One-time $200 Work from Home reimbursement
• 401(k) Retirement savings options
• Annual $500 professional development stipend to support your professional development
• Annual $500 subsidized company contribution to your healthcare FSA or HSA
• Annual $500 wellness stipend to encourage and support a well-rounded and healthy lifestyle
• Paid parental leave

About the role
Care Navigation is a specialized part of our operations team, a support team whose mission is to deliver and facilitate a best-in-class experience to our clients and to our clinical team. Care Navigation owns outbound referral coordination, advocating for and supporting clients who are navigating the healthcare system. Care Navigation operates at the juncture of many functions and collaborates with Clinical Care, Business Development, and Product Development.

You'll be responsible for coordinating referrals outside of Two Chairs and supporting clients who receive outbound referrals when they are in need of care outside of the Two Chair’s offering. This role is evolving as we continue to grow our business model, and the Care Navigation team scope may increase as we add service lines and build stronger partnerships in the service of exceptional client care.

Core Areas of Responsibility

• Referral Coordination (50%)
• Coordinate outbound referrals based on clinical information, client's insurance coverage, referral source, and level of care
• Partner with health system representatives and providers to ensure client’s next steps of care
• Work through ambiguity to establish and document ongoing Care Navigation processes whenever possible
• Represent Two Chairs on the ground with some of our closest partners.
• Client Communications (30%)
• Support clients who receive outbound referrals from Two Chairs via phone and email
• Serve as an empathetic point of contact as clients navigate the healthcare system
• Provide clients with the necessary contact information and scripting that they can use to advocate for themselves.
• Clinician Communications (10%)
• Answer any questions for clinicians who submit outbound referrals.
• Escalate cases as needed and collaborate with clinicians on more challenging cases.
• Cross-Functional Collaboration (10%) 
• Collaborate with internal and external stakeholders on internal and external clinical referral process, client growth, and business needs 

Impact and Success Indicators 

Where you’ll make an impact in the first 90 days:

• Onboard into basic Care Navigation workflows
• Begin to work independently coordinating referrals and supporting clients

 Where you’ll make an impact in the first year:

• Handle any type of Care Navigation request
• Support with onboarding new Care Navigators
• Make healthcare more accessible by easing the referral process for both clients and clinicians
• Collaborate with internal and external partners on Care Navigation and Care Navigation Plus workflows to support client success in our care and growth 

 You’ll be successful if you are:

• Comfortable speaking on the phone and communicating via email with a diverse range of clients and providers
• Excited about communicating efficiently, clearly, and comprehensively
• Knowledgeable or interested in learning about complex healthcare systems
• Detail-oriented and excited about problem-solving to get the job done
• Excited about navigating a growing, rapidly changing, and sometimes ambiguous environment, which includes high-acuity mental health cases
• Exposure to clinical information pertaining to client level of care, including high acuity cases
• Empathetic and passionate about accessible mental healthcare - exposure to clinical settings is a plus, but not required
• Spanish speaking is a plus 

Compensation

The salary range for this full-time, exempt role is $48,400 to $65,000 annually. New hires can reasonably expect an offer between $48,400 and $56,900. Placement in this range is based on qualifications and experience.

Please stay alert to protect yourself from sophisticated job scams during the recruiting process.

Only emails that come from twochairscareers.com or twochairs.com are legitimate recruiting messages. Our People Team will not send emails from other domains, or message you using WhatsApp or text messaging in the initial stages. We conduct all interviews by phone or Google Video, and we will never ask you for money or to download software.

More tips from the FTC to avoid job scams: https://www.consumeraffairs.com/news/ftc-offers-tips-on-avoiding-job-scams-041321.html

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