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Ophelia is a venture-backed telehealth startup providing FDA-approved medication and clinical care for opioid use disorder (OUD) across 14 states. The Care Coordination & Navigation Specialist role combines direct patient engagement with substantive case management, serving patients in Pennsylvania, New Jersey, New York, and Delaware through a virtual platform.
You will serve as a first point of contact for inbound patient communication, quickly assessing urgency and either resolving requests or triaging to appropriate team members. Responsibilities include supporting scheduling of clinical visits, improving visit attendance, coordinating urine drug screening logistics, maintaining accurate patient data across systems, troubleshooting technology issues, and providing emotional support and de-escalation as needed.
The role involves managing an active caseload of patients, developing and maintaining individualized care plans. You'll reach patients via SMS and phone to assess needs, clarify barriers, and keep cases moving forward. This includes researching targeted resources based on each patient's specific situation—insurance status, location, income, and actual barriers they face—and following cases through to confirmed resolution.
You will maintain current knowledge of resources, programs, and eligibility rules across the four-state region, navigating public benefit systems including Medicaid, SNAP, transportation assistance, housing programs, and behavioral health services. Building relationships with community-based organizations and providers is essential, as is providing warm handoffs and guided next steps.
Documentation in the EMR is critical; you'll record activity, resource decisions, status changes, and next steps so the clinical team maintains full visibility. You'll collaborate with providers through shared patient records, escalating clinical concerns and safety issues promptly with appropriate context. The role reports to the Manager of Care Navigation and involves participation in team meetings and case reviews.
