Care Navigator

Boulder Care is looking for a Care Navigator for a 100% remote , full-time position to work a 9am - 6pm PST shift . About us Boulder Care is an award-winning digital clinic for addiction medicine, recognized for both innovation and high quality of patient care. Founded in 2017 by CEO Stephanie Strong, our mission is to improve the lives of people with substance use disorders through compassionate, evidence-based care. We provide Boulder patients with a fully virtual, multidisciplinary care team—including medical providers and peer recovery specialists—who deliver personalized treatment, including medication-assisted treatment (MAT) and ongoing support. Our approach is grounded in clinical excellence, patient-centered care, and a commitment to reducing barriers to recovery. Boulder partners with leading health plans, employers, and community organizations to ensure that our services are accessible and covered for the people who need them most. Named by Fortune as one of the Best Workplaces in Healthcare, Boulder fosters a culture of kindness, respect, and meaningful work that delivers outstanding patient outcomes and moves the addiction medicine industry forward. About the role Boulder Care is seeking a Care Navigator to join the Patient Support & Navigation team. You will have the opportunity to support our current patients by assisting with questions, resources, non-enrollment needs, and outreach efforts to engage prospective and current patients. You will ensure current patients get what they need, either handling it directly or referring the patient to the appropriate spot, all while exemplifying Boulder’s core values of empathy and stigma-free care. Success in this role Patient Support Responsibilities Essential Functions - 75% Support current patients seeking Substance Use Disorder (SUD) care by answering questions, following workflow to resolve issues, and triaging patients to the right person/resource Answer phone calls, topics may include but are not limited to: Pharmacy issues Rescheduling missed visits Issues getting into their visit (app issues, account updates, etc.) Medical question triage Utilize problem-solving skills to resolve non-standard questions, and escalate when needed Offering additional resources (GoodRx coupons) Troubleshoot app issues Respond to and triage current patient messages Collaborate with other care team members to resolve patient issues Administrative Essential Functions - 15% Document patient interactions using SBAR and triaging appropriately Check and respond to voicemails Attend team and company meetings as needed Process Improvement Essential Functions - 10% Conduct targeted patient outreach based on company initiatives Offer feedback on what’s working well and what needs improvement Share feedback with management on the most commonly asked questions, barriers, and trends Requirements for the role 3+ years of experience in a healthcare setting, with experience in care navigation, customer service, scheduling, referrals, patient support, and health systems Knowledge of terminology used in healthcare, especially addiction medicine A passion for serving the needs of people with addiction and mental health challenges, using non-stigmatizing, non-judgmental person-first language Strong critical thinking and problem-solving skills Exceptional customer service and de-escalation skills Must be comfortable with technology and have experience with common business tools (such as Google Suite, video meetings, and spreadsheets) Exceptional written and verbal communication skills in a virtual setting Self-driven and organized with meticulous attention to detail Ability to handle large inquiry volumes, prioritize, and multitask with little or no supervision and is comfortable in a rapidly-changing, unstructured startup environment Team-focused and collaborative Advocates tirelessly for patients and Care Team members Nice to have but not required Experience in a start-up and/or other fast-paced, frequently changing environment Experience working in digital healthcare or other remote environment Prior Care Navigation experience Strong SBAR documentation Experience working in the Substance Use Disorder space (i.e. SUD treatment center) Work environment This is a fully remote role but we are currently only hiring candidates located in the following states: AZ, CA, CO, FL, GA, ID, IL, KY, MA, NC, NJ, NY, OH, OR, PA, SC, TN, TX, UT, WA, and WV . Applicants must reside and work in one of those states to be considered. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time . Office Requirements: Boulder teammates working with sensitive information must have a dedicated, private workspace with a lockable door and high-speed internet to maintain a secure, distraction-free environment, ensuring compliance with HIPAA and confidentiality standards Boulder Care employees are free to use our river-front HQ located in Portland, OR whenever they would like Expected hours of work This is a full-time position expected to work 40 hours a week, M-F 9am - 6pm Pacific Time . Team members may be asked to work additional days as work demands require. Compensation The pay range for this position is $21-$24 per hour and is eligible for our comprehensive benefits package below. To counter pay inequality and uphold internal parity, we use a nonnegotiable starting salary system, while benchmarking our pay to competitive markets. Internal Hiring Process First Interview (15-30 min phone) Panel Interview (60-min video) Note: As part of our hiring process, all final candidates will be required to undergo background checks and provide professional references. By applying, you acknowledge and consent to these checks, which may include employment history, criminal records, education/licensing verification, and professional references. We are committed to transparency and confidentiality throughout this process and will inform you in advance should any further information be required. Some of Boulder’s amazing benefits for regular, full-time employees Contribution to meaningful, life-saving work! Comprehensive medical, dental, vision, and short-term disability benefits designed to take care of our employees and their families Mental Health Services 4 weeks of PTO accrued per calendar year with a tenured increase to 5 weeks at 2 years of employment Sick leave accrued at 1 hr for every 30 hrs paid 9 Paid Holidays per year 12 weeks of 100% paid parental leave for the birth or adoption of a child (after 6 months of employment) 401(k) retirement savings Remote friendly with hardware provided to complete your work duties Our values The people we care for always come first Our opportunity is also our duty, in service to others Share facts to change minds, instill empathy to change hearts Move the industry forward: follow the data Strong individuals, stronger together Boulder Care believes the people who manage our product and team should be representative of those who use the platform. This includes people from backgrounds that are historically underrepresented in the industry. We celebrate differences and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, citizenship, marital status, disability, gender identity or veteran status. If you are a qualified person with a passion for what we do, please apply! Boulder Care