Surgical Care Navigator

Role Overview

• Conduct outreach to potential surgical patients
• Administer assessments to identify care goals, barriers, and support systems.
• Act as an advocate and educator for patients, ensuring they understand their treatment plans and available resources.
• Assist with appointment scheduling, transportation, referrals, and care coordination.
• Support post-operative follow-ups and care coordination to enhance experience and quality of care.
• Track and document patient-reported outcomes (PROs) and feedback.
• Serve as a liaison among patients, providers, and internal teams.
• Promote evidence-based orthopedic care and patient-centered practices.
• Support quality improvement efforts by analyzing trends and addressing care concerns.
• Use multiple internal (e.g. EMR and digital tools) and external systems to facilitate patient scheduling of appointments, and ensure smooth communication between health plan members, providers and Icon.
• Use approved scripts and document interactions accurately.
• Handle inbound calls, warm transfers, and participate in peer side-by-side coaching as needed.
• Maintain HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities.

Requirements

• Minimum 3 years of clinical experience (MSK, orthopedic, or value-based care preferred).
• Strong interpersonal, written, and verbal communication skills.
• Proven problem-solving ability and initiative.
• Comfort with technology and experience (Zoom, Google Suite, electronic health records, call center systems preferred), and comfort learning new technology.
• Comfort with ambiguity and experience in fast-paced environments and/or startups.
• A quiet working space.
• Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers.
• Bilingual (Spanish/English) is a plus

Benefits

• Flexible schedule
• Flexible spending account
• Full Benefits on date of hire