Clinical Navigator - PT (Shift: 9:00 - 6:00pm 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.

Primary Responsibilities

• 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.

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).
• 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