Lead, coach, and develop a high-performing Patient Care Specialist team that delivers a differentiated, high-touch experience for every patient.
Mentor, motivate, and model best practices to your team, fostering excellence through demonstration and support.
Oversee daily team operations, ensuring patient cases are managed efficiently, compassionately, and in compliance with quality standards.
Act as the senior escalation point for complex or sensitive patient situations, ensuring swift, empathetic resolution.
Establish, monitor, and evaluate performance metrics—including patient satisfaction, utilization trends, engagement rates, and productivity—to ensure goals are met and exceeded.
Partner with leadership and cross-functional teams to develop strategic, operational, and technological solutions that enhance quality, improve efficiency, and reduce cost of care.
Support the design and continuous improvement of workflows, communication protocols, and digital tools to enhance patient experience and team performance.
Onboard, train, and empower new team members to deliver exceptional care navigation from day one.
Implement standards to maximize productivity, quality, and an outstanding patient experience.
Foster a culture of empathy, accountability, and continuous learning while serving as a role model for Carrum Health’s values.

5+ years of experience in patient navigation, care coordination, or digital health operations.
3–5+ years of people management experience, leading teams in healthcare, customer support, or care coordination environments.
Passionate about delivering high-touch, empathetic service and empowering your team to do the same.
Strong communication and interpersonal skills, with the ability to engage effectively across patients, clinicians, and internal teams.
Highly organized and data-driven, using metrics to monitor performance and identify areas for growth or improvement.
Deep judgment and discretion when handling confidential or sensitive patient information and committed to HIPAA compliance.
Thrives in a fast-paced, dynamic environment, balancing multiple priorities with composure and precision.
Entrepreneurial, solution-oriented mindset—comfortable innovating, testing, and improving processes.
Excels at cross-functional collaboration, working closely with operations, clinical, client success, and product teams to drive meaningful outcomes.
Experience with self-funded employer benefit plans, bundled payment models, or Centers of Excellence programs is a plus.
Spanish-speaking ability is a plus.

Manager, Care Navigation

Key skills