Care Navigator

About us 

Founded in 2017, Boulder Care is a digital clinic offering long-term addiction treatment grounded in kindness, respect, and unconditional support. Our program is designed by addiction medicine specialists and people with lived experience of recovery. It is rooted in years of clinical expertise, proven research, and learnings from our participants.

Our mission is to improve the lives of people with substance use disorders. We provide the medication, resources, and support to help our participants succeed on their own terms, wherever they are in their journey.

Backed by world-class investors like Qiming Venture Partners (US), Goodwater Capital, Laerdal Million Lives Fund, First Round Capital, Greycroft, Tusk Venture Partners and Gaingels, with $50M in funding, Boulder is in an exciting stage of rapid growth.

About this 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
• Call patients for visit reminders, rescheduling, and other ad hoc needs
• Offering additional resources (Sano Connect, GoodRx coupons)
• Troubleshoot - app issues or billing
• 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, billing, 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 SBAR documentation
• 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
• 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, CO, FL, ID, MA, NC, OH, OR, PA, TX, UT, and WA. Applicants must reside and work in one of those states to be considered 
• 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, Mon-Fri, with the occasional Saturday. The assigned shift could be either 8am-5pm or 9am-6pm Pacific Time (PT) depending on the coverage needed to support the team and our patients. Each 9-hour shift includes a lunch break. 

Team members may work with their managers to adjust work hours to suit the needs of the position. Team members may be asked to work additional days as work demands require.

Compensation

The starting pay for this position is $23 an hour and is eligible for our comprehensive benefits package below.

Hiring Timeline

• First Interviews (phone) - May 12-19
• Panel Interviews (video) - May 18-25
• Start Date -Jun 12, 2023

Some of Boulder’s amazing benefits for regular, full-time employees

• Contribution to meaningful, life-saving work!
• Health coverage through Cigna. Dental and vision coverage through MetLife
• Boulder Care pays 99% of monthly premiums for individual employee coverage
• Boulder Care pays 60% of monthly premiums for dependents
• Short-Term Disability
• Mental Health Services including MDLive, Talkspace, and EAP
• “Take What You Need” PTO (4-5 weeks per year)
• 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)
• Up to 5 days (i.e. 40 hours) of sick leave accrued per year
• 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

Why work at Boulder?

• Make a difference. The devastating impact of the opioid crisis, “war on drugs,” and care gaps for the underserved are at the forefront now more than any time in US history. By bringing care to more people, we are changing and saving lives. Value-based partnerships help move the industry forward toward a more modern, compassionate, and equitable healthcare system.
• Build your career with talented peers. Boulder brings together a diverse team of expert clinicians, technologists, researchers, and business strategists aligned under a common mission. Boulder’s clinical teams are the leading voices in addiction medicine and industry transformation. Our technology leadership has built products and services that scaled to hundreds of employees and hundreds of millions of end-users. Our team is wholly driven by mission, recognizing that our immense opportunity is also our duty to serve others.
• Grow with us. Boulder is a Series-B-stage, venture-funded company supported by some of the best investors in the country. Together, we're building a massive business through social impact. According to White House estimates, the opioid crisis cost the US $500 billion in 2015. A member with untreated opioid use disorder (OUD) drives 550% greater healthcare costs to payers than the average member (UHC analysis, 2019). Boulder partners with leading commercial and Medicaid health plans to bring better experiences and effective services to their members, significantly reducing costs and sharing in the economic savings we create. 

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! To get more details about who we are and our employee benefits, check out Working at Boulder.

Salary : $50 - $500