Surgical Care Navigator (fully remote)

Who We Are

Icon Health is a leading provider of value-based musculoskeletal (MSK) care, collaborating with payers and providers to enhance outcomes and experience for individuals. The company partners with health plans and risk-bearing providers to assume accountability for reduced total cost of care. By combining technology-enabled MSK providers with proactive care coordination and decision support services, Icon Health delivers multidisciplinary, evidence-based care.

We founded Icon Health on the conviction that every patient should be genuinely delighted with their care experience. By prioritizing patient-centered practices, ensuring clear care goals across the entire clinical team, and placing clinicians at the heart of care delivery, we aim to transform a fragmented system into one that truly serves patients. Our model uses a team-based approach to care, integrating musculoskeletal expertise and primary care to achieve better patient outcomes.

At Icon Health, we foster a culture that embraces bold thinking, rapid iteration, and practical problem-solving. We seek team members who relish challenging the status quo and thrive in vertically integrated roles—where ideas can swiftly move from concept to execution without layers of red tape. Above all, we value individuals who are eager to roll up their sleeves, tackle obstacles head-on, and create innovative solutions that improve the lives of our patients and our clinical partners.

Who You Are

As a surgical navigator, you’ll support our patient engagement and outreach operations for orthopedic patients. You will serve as an advocate and educator for patients with a focus on the orthopedic preoperative and postoperative phase. This role is central to ensuring patients feel informed, supported, and connected throughout their care experience.

You’ll primarily engage with the Medicare population to conduct health assessments, address barriers to care, and assist in navigating clinical processes.

This role will be multi-faceted and will require building relationships with patients and providers, and assume responsibility and accountability for the management of resources to achieve efficient, high-quality outcomes for patients.

What You’ll Do: Patient Support & Navigation

• Conduct outreach to potential surgical patients
• Administer assessments to identify care goals, barriers, and support systems.
• Act as an advocate and educator for patients, ensuring they understand their treatment plans and available resources.
• Assist with appointment scheduling, transportation, referrals, and care coordination.
• Support post-operative follow-ups and care coordination to enhance experience and quality of care.
• Track and document patient-reported outcomes (PROs) and feedback.

Clinical Collaboration

• Serve as a liaison among patients, providers, and internal teams.
• Promote evidence-based orthopedic care and patient-centered practices.
• Support quality improvement efforts by analyzing trends and addressing care concerns.
• Use multiple internal (e.g. EMR and digital tools) and external systems to facilitate patient scheduling of appointments, and ensure smooth communication between health plan members, providers and Icon.

Operational Excellence

• Use approved scripts and document interactions accurately.
• Handle inbound calls, warm transfers, and participate in peer side-by-side coaching as needed.
• Maintain HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities.

We are always looking for new team members who will add to our company’s DNA and have a strong passion for impact. None of the following are requirements, but they describe the qualities and skills that we think will help a candidate be successful in this role.

• Minimum 3 years of clinical experience (MSK, orthopedic, or value-based care preferred).
• Strong interpersonal, written, and verbal communication skills.
• Proven problem-solving ability and initiative.
• Comfort with technology and experience (Zoom, Google Suite, electronic health records, call center systems preferred), and comfort learning new technology.
• Comfort with ambiguity and experience in fast-paced environments and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course.
• A quiet working space. It’s preferred that you’ve worked in a remote role in the past. To ensure member privacy, you must operate in a quiet and secure environment during your scheduled shifts and are able to test your internet speed prior to starting to ensure our applications function as expected.
• Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers.
• Bilingual (Spanish/English) is a plus

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment based upon age, color, handicap or disability, ethnic or national origin, race, religion, religious creed, gender (including discrimination taking the form of sexual harassment), marital, parental or veteran status, sexual orientation, gender identity, or gender expression.

Job Type: Full Time M-F 8-4 or 9-5 in EST or CST

Benefits:

• Flexible schedule
• Flexible spending account
• Full Benefits on date of hire

Work Location: Remote