Clinical Navigator - PT (MST or CST)

About the Role

The Clinical Navigator is responsible for utilizing professional clinical skills, including the ability to foster patient relationships through empathy and clinical experience, to provide personalized, high-touch support to patients throughout their musculoskeletal care journey. The role will engage with patients and providers to provide expert, clinically relevant, evidence-based care navigation. The Clinical Navigator will manage the intake process, including telephonic outreach to engage patients with the TailorCare program and manage a series of touch points throughout the care journey as the trusted clinical advocate. Each Clinical Navigator will be assigned to a specified patient caseload in which they are responsible for managing.

The touch points will uncover patient barriers and internal motivators, guiding patients from onboarding and therapy initiation to milestone celebrations, motivation, maintenance, and eventual “graduation” from the program. You’ll work collaboratively to enhance the patient experience and support patient compliance and persistence initiatives by building individual relationships with patients. As a patient educator, you will provide ongoing education and therapy support to the patient, their caregiver, clinical staff, and/or support network.

Primary Responsibilities

• Conduct outreach to patients eligible for TailorCare and educate them on the value of the program
• Conduct intake assessments to identify patient clinical issues and needs
• Provide health coaching throughout the journey to support adherence and compliance to their treatment plan
• Provide condition education and shared decision making with patients to identify the correct treatment plan to meet their goals
• Demonstrates empathy and effectively engages patients, creating a personalized relationship-based connection built on trust and rapport
• Utilize motivational patient interviewing tools to quickly and accurately anticipate and address patient barriers; personalize patient messaging concisely, within established time parameters, and in a way that resonates with the patient
• Communicate effectively; understand and influence patient initiation and support processes, encourage patient confidence and accountability to help patients start and stay on therapy
• Provide information to the care team and proactively reach out after the clinical decision has been made to start patients on new care pathways
• Provide continuous updates, guidance, and triaging when needed and most importantly ensuring that the patient is driving towards the right health outcomes.
• Collaborate with provider teams, ancillary services and other community support programs
• Perform other duties as assigned

Qualifications

• Doctor of Physical Therapy, Doctor of Physiotherapy (DPTs), or Master of Physical Therapy (MPTs) required
• PT with current, unrestricted license in Georgia (Compact License preferred - You may be asked to apply for and maintain additional licenses over time)
• Previous telephonic patient support environment experience, including use of an inbound/outbound call system, with seamless warm transfers
• Strong communication and written skills to a variety of audiences, and experience working with a treatment team
• Proven adaptability to changing business demands and problem solving in a fast-paced environment
• Experience in motivational patient interviewing and coaching behavior change
• Ability to work within established guardrails while maintaining personal rapport with the patient
• Self-starter with proven adaptability to changing business demands and product relevance in a fast-paced environment
• High level of comfort with technology, including Microsoft Office products, working on dual monitors, CRM, and strong typing skills are required
• 3+ years orthopedic experience

Skills

• Previous telephonic patient support environment experience, including use of an inbound/outbound call system, with seamless warm transfers
• Previous experience with remote/telemedicine care delivery

Location

This role is 100% remote. A GA, TX, or CO PT/RN license is required.