We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. As a full-time Health Navigator, you will play a key role in our virtual day-to-day operations of our national virtual primary care practice. You will work closely with a close-knit clinical and operations team, contributing to a meaningful workplace and clinical experience supporting patients and providers within our advanced virtual primary care practice. This role combines administrative coordination, patient communication, and light clinical navigation, ensuring patients receive seamless, timely, and high-quality care. Ideal candidates have prior Medical Assistant experience, strong communication skills, and comfort working in a fast-paced, technology-enabled environment. Excellent candidates will exemplify a passion for delivering exceptional patient experiences, building trust, and having a “no task is too big or too small” attitude. Department: Virtual Primary Care / Care Delivery Location: Remote (U.S.-based) Schedule: Full-time; coverage required between 8am–8pm EST What success looks like: Patient Communication & Coordination Provide coverage during business hours to manage incoming patient messages and requests. Assist patients with scheduling, rescheduling, and confirming appointments. Answer patient administrative questions and escalate clinical questions appropriately. Conduct outbound communication to patients by phone as appropriate. Call labs or pharmacies for refills, clarifications, or updates as directed by providers. Contact patients and providers to gather necessary clinical or administrative information. Clinical Support & Escalation Triage patient requests, escalating urgent medical needs to same-day visits or to the provider team for guidance. Create and route patient cases in the EMR to the appropriate providers or care team members. Facilitate specialty and imaging referrals, ensuring referral orders are completed, faxed, and communicated to patients and facilities. Manage closed-loop referral follow-up, retrieving specialist consult notes and ER discharge summaries. Support prior authorization workflows for medications as directed. Pre-Visit and Post-Visit Readiness Update pre-visit information prior to scheduled appointments including ensuring eligibility, demographics, preferred lab/pharmacy, etc. Supporting patients virtually to obtain, document, and report accurate vital signs Obtaining, documenting, and reporting basic medical, social, and family history Providing patient education on topics such as blood pressure monitoring and glucometer usage if needed. Medical Records & Documentation Manage medical record requests from patients and externally (labs, specialists, etc). Retrieve and upload records, lab results, and hospital discharge summaries to the EMR. Cross-Functional Communication & Coverage Provide cross-coverage across care teams as needed. Respond to and resolve patient voicemails, messages, etc. Collaborate with providers and operations teams to maintain smooth care coordination. Referral & Authorization Management Initiate, track, and follow up on specialty and imaging referrals. Communicate with community specialists by phone and prioritize urgent referrals when needed. What you will bring: Required: Certified Medical Assistant (CMA), Registered Medical Assistant (RMA), or equivalent clinical background and/or work experience. 2+ years of experience in primary care, ambulatory, or virtual care setting. Strong EMR experience (Athena preferred). Excellent communication and organization skills. Demonstrated ability to multitask and prioritize in a virtual, fast-paced environment. Willingness to learn and collaborate with your team Preferred: Spanish-speaking preferred. Open to travel for specific marketing or clinical events up to 2x/month Experience with telehealth platforms and digital patient communication tools. Familiarity with referral management, insurance eligibility verification, and prior authorizations. Knowledge of HIPAA and patient privacy best practices. Core Competencies: Patient-Centered Communication: Empathetic and responsive to patient needs. Operational Excellence: Attention to detail and accuracy in documentation and data entry. Collaboration: Works effectively with clinical and operational team members. Adaptability: Thrives in a virtual, evolving care model. Accountability: Consistently meets deadlines and maintains high standards of professionalism. Centivo Values: Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up. Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon. Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive. Who we are: Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com. Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.