Senior Clinical Care Navigator, Substance Use Disorder

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, Substance Use Disorder serves as the lead architect for the most complex patient journeys and multi-system coordination needs for our Substance Use Disorder patients. 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 Substance Use Disorder 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