Complex Care Navigator

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Complex Care Navigator (CCN) helps patients/families/caregivers, facing serious illness and/or complex care needs, navigate the health care systems and collaborates with the Personalized Care Team (PCT) to incorporate patient goals with medical reality. The goal for the CCN is to form strong relationships with patients/families/caregivers, to bridge the gap between medical knowledge, the healthcare system, and the patient’s lived experience and worldview. This is a non-clinical role with strengths in relationship building and communication, high emotional intelligence or “EQ” is required.

This position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 6:00pm PST. It may be necessary, given the business need, to work occasional overtime. Employees are required to work 2 days onsite and 3 days from home.

We offer 4 weeks of paid on-the-job training. The hours of training will be aligned with your schedule.

If you are within a commutable distance to the office at 3901 Hoyt Avenue, Everett, WA 98201, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

Primary Responsibilities:

Other duties may be assigned, but those responsibilities listed below constitute the bulk of those associated with this role.

• Contact patients, families, and caregivers to arrange visits as needed by phone, office, or home visit. Scheduling Dyad pairs of clinicians across a wide geography
• Collaborates as “substitute” high functioning family member for the patient, gaining knowledge of patient’s approach to care, resources, medical literacy, and helping them to navigate the medical system
• Works in highly interdisciplinary mode, is a conduit within the team to ensure excellent communication as well as with provider/case managers/etc. and patient/family
• Track and monitor work using the electronic medical record
• Collaborate across other clinical teams and allied health professionals including Hospice, social workers, nurse care managers, physicians, making contributions as necessary as one of the members of interdisciplinary teams
• Other duties as assigned

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED
• Must be 18 years of age OR older
• 2+ years of customer service experience
• 1+ years of healthcare industry experience
• Experience with Computers and Windows based programs including Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams
• Ability to work Monday – Friday, in any of our 8-hour shift schedules during our normal business hours of 8:00am – 6:00pm PST, including the flexibility to work occasional overtime, based on the business need

Preferred Qualifications:

• Experience working in a hospital, physician’s office OR medical clinic setting
• Experience working in a call center
• Clerical OR administrative support background