Clinical Navigator - PT (Shift: 8:00 - 5:00pm EST)

About the role

TailorCare is transforming the experience of specialty care. The Clinical Navigator is a licensed Doctor of Physical Therapy responsible for delivering high-quality clinical navigation through both telephonic and video-based member interactions in a fast-paced, metrics-driven clinical operations environment. This role serves as the primary point of contact for members throughout their TailorCare journey, engaging members through outbound and inbound calls, virtual visits, and digital touchpoints to assess needs, build trust, drive participation, and support adherence to evidence-based care plans.

Primary Responsibilities

• Member Engagement & Clinical Navigation
• Serve as the primary navigator for an assigned member population, managing members from intake through program completion in a contact center environment.
• Conduct comprehensive clinical intake assessments to evaluate MSK conditions, functional limitations, treatment history, goals, and readiness for care.
• Deliver clinical navigation through both telephonic and video-based interactions, selecting the most effective engagement modality to support member needs and outcomes.
• Maintain a high volume of daily member interactions through outbound and inbound outreach while delivering a personalized, empathetic, and clinically sound experience.
• Build trust and engagement through motivational interviewing, behavioral coaching, and evidence-based communication techniques.
• Educate members on treatment options, clinical recommendations, and available resources to support informed decision-making.
• Proactively follow up with members to drive adherence, address barriers to care, reinforce treatment plans, and improve engagement outcomes.
• Monitor member progress and identify opportunities for intervention, escalation, or additional support.
• Act as a trusted advocate throughout the member journey, ensuring continuity of care and a seamless member experience.
• Support the evolution of TailorCare’s virtual care capabilities by participating in the development, implementation, and future delivery of virtual physical therapy services and digital MSK care programs.
• Operational Excellence & Performance
• Consistently achieve established operational performance metrics, including member engagement targets, outreach productivity, call and video visit quality, follow-up completion rates, documentation accuracy, and care plan adherence metrics.
• Effectively manage daily workflows, outreach queues, and member caseloads while balancing quality and efficiency in a call center-like environment.
• Demonstrate strong time management, accountability, and discipline within a high-volume call center and virtual care environment.
• Maintain readiness and availability for scheduled member interactions throughout the workday.
• Utilize performance dashboards, reporting tools, and operational data to prioritize outreach activities and maximize member engagement.
• Embrace continuous improvement initiatives and adapt quickly to evolving workflows, processes, technologies, and organizational priorities.
• Technology, AI & Innovation
• Leverage AI-powered tools, predictive analytics, automation, and workflow technologies to enhance member interactions and improve operational efficiency.
• Utilize clinical decision-support tools and data-driven recommendations to personalize engagement strategies and support evidence-based care navigation.
• Identify opportunities to improve workflows, member experiences, and operational effectiveness through innovative thinking and feedback.
• Maintain proficiency across multiple technology platforms, communication tools, telehealth systems, CRMs, and documentation systems.
• Contribute to the adoption and optimization of emerging technologies that support scalable, high-quality clinical navigation and virtual care delivery.
• Care Coordination & Collaboration
• Collaborate closely with interdisciplinary care teams, providers, health plan partners, and internal stakeholders to ensure a coordinated and seamless member experience.
• Communicate timely updates regarding member progress, barriers, escalations, and clinical concerns.
• Escalate complex clinical or operational issues appropriately while maintaining ownership of the member experience.
• Partner with colleagues across Clinical Operations, Product, Technology, and Provider Success teams to continuously improve the member journey.
• Contribute to a collaborative team culture through knowledge sharing, peer support, and participation in team meetings, training initiatives, and workflow improvement efforts.
• Documentation & Compliance
• Accurately document all member interactions, assessments, care plans, and outreach efforts within established timelines.
• Ensure compliance with clinical protocols, quality standards, documentation requirements, and organizational policies.
• Maintain confidentiality and adhere to all applicable regulatory requirements and professional standards.

Qualifications

• Doctor of Physical Therapy (DPT) or Masters in Physical Therapy (MPT)
• Current unrestricted Physical Therapy license in Georgia, Texas, Colorado and/or Indiana (Compact License preferred).
• Willingness to obtain and maintain additional state licenses as TailorCare expands.
• Minimum 3 years of experience in physical therapy, musculoskeletal care, care navigation, telehealth, or related clinical settings.
• Demonstrated success managing patient interactions in high-volume, performance-oriented environments.
• Strong communication, motivational interviewing, and patient engagement skills.
• Experience utilizing technology and data to improve workflow efficiency and patient outcomes.
• Ability to work independently while maintaining accountability to productivity, engagement, and quality expectations.
• Comfortable working across multiple technology platforms, communication tools, and dual-monitor environments.
• Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.

Skills

• Member Engagement & Relationship Building
• High-Volume Telephonic & Video-Based Communication
• Motivational Interviewing & Behavior Change Coaching
• Clinical Assessment & Care Planning
• Operational Excellence & Productivity Management
• Data-Driven Decision Making
• Virtual Care Delivery & Telehealth Excellence
• AI & Technology Utilization
• Adaptability & Continuous Improvement
• Cross-Functional Collaboration
• Accountability & Results Orientation