Care Navigator (Part-Time)

Ascend Medical, founded in 2021, has a mission to elevate body, mind and soul. Our advanced primary care clinically integrates behavioral, metabolic and lifestyle aspects of health to keep you well physically, mentally and emotionally. We started as a convenient, hybrid delivery model spanning digital and at-home modalities and now partner with traditional primary care providers to augment their offering, allowing patients to experience Ascend through brick-and-mortar, digital and at-home channels.

About the Company

Our values empower team members to make smart decisions:

• Patients before Profits
• Empathy before Expedience
• Progress before Stagnation
• Team before Individual
• Safety before Everything

At Ascend Medical, you’ll be part of a team of caring and innovative professionals forging a new path in healthcare—one that is patient-centered, affordable, and highly convenient. We boast the highest patient satisfaction scores in the industry (net promoter score consistently above 95).

About the Role

Care Navigators are the company’s patient support liaisons and are often the first Ascend care team member to interact with new members. This role directly impacts patients’ lives by helping them get comfortable with a new approach to Psychiatry and Primary Care. The Care Navigator is an integral member of a team focused on providing excellent and comprehensive care for a specific population of patients.

Key Performance Outcomes

• 100% consent forms collected from the patient
• 100% of credit cards collected prior to appointment (combined with front office)
• 80% reappointment rate for new patients
• 60% reappointment rate for existing patients
• 100% follow-up on labs, referrals, and prescriptions
• Polished professional appearance demonstrating kindness, compassion, energy, and a patient-first focus

Responsibilities

• Book telehealth appointments, triage patients virtually, and record patient interviews, history, and chief complaints using Ascend’s EMR
• Facilitate telehealth consultations by conducting pre-visit chart reviews, ensuring equipment operability, orienting patients to the technology, and assisting communication between provider and patient as needed
• Prepare patients for examinations, perform or set up referrals for routine screening tests, assist physicians with exams, and explain treatment procedures and instructions
• Work directly with the Care Coordinator to ensure all patients have care plans and follow-up appointments scheduled by the provider
• Manage inbound and outbound communications—calls, chats, and emails
• Educate new and existing members on Ascend Medical’s benefits and guide them on utilizing the company’s services
• Assist patients in understanding and navigating their health insurance to maximize available benefits
• Process patient phone messages, online messages, follow-up calls, and route them to appropriate team members
• Conduct business in a service-oriented manner that is attentive, cooperative, sensitive, respectful, and kind with patients, visitors, the public, and colleagues

Requirements

• High school diploma or equivalent (required)
• Graduate from a nationally accredited Medical Assistant program OR equivalent healthcare preparation (e.g., foreign-trained physician, paramedic) (required)
• Certified Clinical Medical Assistant (CCMA) (preferred)
• Minimum of 2 years of Medical Assistant experience in a healthcare setting (required)
• Current CPR certification (required)
• Experience using Athena (athenahealth) EMR (preferred)

Skills

• Knowledge of clinical procedures, medical anatomy, physiology, ICD-10 and CPT codes, insurance eligibility, and copay determination
• Excellent communication skills using appropriate medical terminology and professional conduct
• Creative problem-solving to leverage Ascend’s strengths
• High energy, growth mindset, and curiosity to learn
• Highly adaptable and critical thinker who understands nuance
• Team player who thrives in a collaborative environment
• Self-aware problem solver with a passion for changing primary healthcare
• Task-oriented, self-motivated, and able to work remotely without supervision
• Spoken and written fluency in English (bilingual preferred)

Benefits

• Medical, dental, and vision coverage
• 401k with company match
• Generous PTO, paid parental leave, and company holidays
• Free healthcare with Ascend, including telemedicine options
• Flexible schedule and work/life balance

Work Environment

This is a high-growth, fast-paced small organization. The ability to be productive, agile, and successful in an intense work environment is critical.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.