Job Description
At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you.
In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.
The heart of Carrum Health is a seamless and highly personalized patient experience, enabled by expert care coordination and navigation. As a senior member of the Care Team, the Senior Clinical Care Navigator serves as the lead architect for the most complex patient journeys and multi-system coordination needs. The SCCN masters the intersection of clinical excellence and operational strategy, managing high-acuity cases while simultaneously refining the workflows that drive care continuity. By collaborating with clinical, operational, and external partners, the SCCN ensures elite patient outcomes and actively shapes how care delivery is designed and executed at scale across the organization.
You’re excited about this opportunity because you will…
- Take ownership of the clinical and operational success of your specific service line, ensuring patients achieve the best possible health outcomes.
- Use your technical writing skills to transform complex, messy workflows into clear, scalable Standard Operating Procedures (SOPs) that empower a growing team.
- Influence our care models, setting the gold standard for navigation workflows across the organization.
- Act as the critical bridge between COE (Center of Excellence) clinical experts and our clinical operations teams, ensuring business logic always aligns with clinical best practices.
- Partner with cross-functional teams to ensure our internal tools and processes are built to support nuances and reduce the “administrative burden” on care teams.
We’re excited about you because…
- You have demonstrated progression and sustained performance within patient services, care navigation, access operations, or related internal roles
- You have the proven ability to manage complex workflows, high-impact responsibilities, and advanced patient scenarios
- You maintain a consistent track record of reliability, growth, and increasing scope of responsibility
- You are familiar with Google Suite, Microsoft Office, Talkdesk, and other standard applications
- You’re committed to providing the highest level of service through the right mix of empathy, professionalism, and integrity
- You have the ability to cut through the noise of a fast-paced start-up environment and affect real change.
- You appropriately handle confidential information and adhere to HIPAA requirements
- You have strong “patient first” values
- You are comfortable interacting through a variety of tech platforms and can quickly learn new software.
Key Responsibilities:
- Own the end-to-end success of your service line by ensuring patients experience clear, coordinated, and timely care throughout their journey.
- Manage our most complex care coordination and navigation scenarios, ensuring patients move seamlessly through every stage of their journey.
- Coach, mentor, and support junior team members by reinforcing best practices and explaining the “why” behind workflows and decisions.
- Identify operational gaps and opportunities for improvement, contributing insights that enhance the overall patient experience.
Act as a Change Champion, providing stability and leadership as processes, tools, and organizational needs evolve.
- Collaborate cross-functionally to support workflow improvements and ensure alignment with patient experience goals.
- Serve as a trusted connector between clinical experts within our Centers of Excellence and clinical operations teams, ensuring workflows reflect both clinical intent and real-world execution.
Qualifications and Requirements:
- 7+ years of clinical experience in Substance Use Disorder and Behavioral Health patient care with an LCSW, LCPC, LSW, or LPC License with at least 3+ years of direct patient care or coordination experience
- Substance Use Disorder certification is strongly encouraged
- Nice to have: Spanish Speaking preferred
- Nice to have: Direct patient experience in broader behavioral health including eating disorders, other addictions (gambling, sex, digital), and acute mental health needs
Why you’ll love working with us…
- We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.
- We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine.
- We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same.
- We carve out time to let go of work to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States and two office locations in San Francisco and Chicago. We support our employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person.
- We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs). Our ERGS help employees build stronger connections through social, educational, and community activities.
- You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways.
Other benefits:
- Stock option plan
- Flexible schedules and remote work
- Chicago and San Francisco offices available
- Self-managed vacation days, within reason
- Paid parental leave
- Health, vision, and dental insurance
- 401K retirement plan
About Carrum
We’re a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we’ve partnered with Fortune 500 employers and top hospitals across the nation. We’ve been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we’re only scratching the surface of our opportunity and we’re looking for incredible people like you to help us realize our full impact.
Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.
