Care Navigation Manager

We're not telehealth and we're not a traditional doctor's office: we're the best parts of both. Our mission at Rezilient is simple: to make access to primary care convenient, timely and seamless. 

In our hybrid model, clinics are staffed by paramedics with the provider joining the appointment virtually on-screen. The provider relies on the medic as their partner for a thorough physical assessment, with the aid of connected devices that live stream ENT, skin, and cardio respiratory exams. Not only does this allow the provider to see and hear high quality exams, but it allows the patient to participate in the experience themself through hearing their own heartbeat or seeing their own eardrum.

Our model is breaking through the old way of medicine and bringing transparency and high quality care through the use of technology. We are looking for team members that are ready to expand and break new grounds in the world of primary care.

Position Summary

The Care Navigation Manager is a mid-level operational leader responsible for the day-to-day management, performance, and productivity of the Care Navigation team. This role provides hands-on operational oversight to ensure consistent execution of processes, effective team utilization, high-quality service delivery, and clear accountability across all care navigation functions. This role serves as the primary operator and people manager, owning schedules, task management, training execution, performance monitoring, and continuous improvement.

Key Responsibilities

Team Leadership & Management

• Directly manage and coach Care Navigation team members, providing clear expectations, regular feedback, and performance accountability.
• Work with People Operations, Leads, and Head of Clinical Operations on hiring, onboarding, training, and ongoing development of Care Navigation team members.
• Conduct performance reviews.
• Serve as the first escalation point for operational or performance issues within the team.

Operational Oversight

• Own day-to-day operations of the Care Navigation function, ensuring workflows, tasks, and responsibilities are clearly defined and consistently executed.
• Partner with Head of Clinical Operations and team leads to manage team schedules, capacity planning, workload distribution, and coverage to meet service demands.
• Ensure timely completion of navigation tasks and adherence to service standards and SLAs.
• Develop, enhance, and maintain standard operating procedures (SOPs) and operational playbooks.
• Contribute to strategic planning related to care navigation capacity, staffing models, and future state program design.

Training & Continuous Quality Improvement

• Ensure all team members are appropriately trained and competent in navigation processes, tools, and expectations.
• Identify skill gaps and develop and  implement targeted training plans that support professional development of team members.
• Monitor quality, accuracy, and timeliness of navigation activities; conduct audits with a standardized practice in partnership with quality and compliance. 
• Partner with clinical and operational leaders to ensure alignment with care delivery standards.
• Proactively identify inefficiencies and recommend process improvements.

Performance Management & Reporting

• Build, track and report on key performance indicators (KPIs) such as productivity, turnaround times, task completion, and quality metrics.
• Use data to identify trends, risks, and opportunities for improvement.
• Drive corrective actions and process improvements to enhance efficiency and outcomes.
• Support change management initiatives related to growth, new programs, or workflow enhancements.

• Communicate operational updates, risks, and recommendations to senior leadership.

Requirements

• Bachelor’s degree in Nursing and RN license in good standing is required.
• 3+ years of experience in healthcare operations, care navigation, customer service, population health, or related operational roles.
• 5+ years of people management experience, preferably managing frontline healthcare or operations teams.
• Demonstrated success managing processes, schedules, and performance in a fast-paced environment.
• Strong operational mindset with the ability to drive execution and make data informed decisions.
• Experience working cross-functionally with clinical and non-clinical stakeholders.

Benefits

This opportunity offers the chance to shape the future of healthcare in a culture where your ideas and contributions have a meaningful impact on the organization's future. You’ll be part of a supportive, collaborative, and diverse team, with competitive compensation and benefits that include generous PTO, paid family leave, comprehensive medical, dental, vision, and life insurance, as well as stock options.