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Salary: USD 90,000 - 105,000 / annual
Carrum Health is a digital health marketplace connecting large employers with top-tier specialty care providers. The company has built a value-based platform that replaces traditional fee-for-service models with transparent, bundled pricing—reducing specialty care costs by up to 45% while improving patient outcomes and provider efficiency.
As Manager, Care Navigation, you will lead and develop a high-performing Patient Care Specialist team, reporting to the Director of Patient Care. This role is central to delivering Carrum's signature high-touch patient experience, guiding members through their care journey with empathy and clinical rigor.
Key Responsibilities:
- Lead, mentor, and develop a team of Patient Care Specialists, modeling best practices and fostering a culture of excellence and accountability.
- Oversee daily team operations, ensuring patient cases are managed efficiently, compassionately, and in compliance with quality and HIPAA standards.
- Serve as the senior escalation point for complex or sensitive patient situations, ensuring swift and empathetic resolution.
- Establish, monitor, and evaluate performance metrics—patient satisfaction, utilization trends, engagement rates, productivity—to ensure goals are met and exceeded.
- Partner with cross-functional teams (operations, clinical, client success, product) to develop strategic and operational 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 and train new team members to deliver exceptional care navigation from day one.
- Implement standards to maximize productivity, quality, and outstanding patient experience.
Carrum is remote-first with optional offices in Chicago and San Francisco. The company emphasizes a collaborative, people-first culture with flexible working hours, generous PTO, paid parental leave, and regular in-person team offsites. You'll work alongside experienced talent from organizations like Booz & Company, Teladoc, Hinge Health, Accolade, and Optum.
Requirements:
- 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.
- Strong communication and interpersonal skills; ability to engage effectively across patients, clinicians, and internal teams.
- Highly organized and data-driven; comfortable using metrics to monitor performance and identify improvement opportunities.
- Deep judgment and discretion handling confidential patient information; committed to HIPAA compliance.
- Ability to thrive in a fast-paced, dynamic environment, balancing multiple priorities with composure and precision.
- Entrepreneurial, solution-oriented mindset; comfortable innovating, testing, and improving processes.
- Excellent cross-functional collaboration skills.
- Plus: Experience with self-funded employer benefit plans, bundled payment models, or Centers of Excellence programs.
- Plus: Spanish-speaking ability.
