Care Navigator Lead

Job Details: Job Location: Roswell GA - Roswell, GA, Position Type: OnDemand Visit, Salary Range: Undisclosed, Travel Percentage: None, Job Category: Office / Administrative, Join Priority Ambulance as a Care Navigator Shift Lead and play a vital role in connecting patients, EMS crews, and clinical teams through innovative telehealth solutions while providing day-to-day operational leadership to our Care Navigator team.

In this working-lead role, you will perform Care Navigator duties alongside the team while providing shift-level coordination, workflow guidance, and operational support. You will help coordinate real-time virtual care, support patient engagement, assist with staffing coverage and workflow continuity, and promptly communicate issues requiring management attention.

You will provide peer guidance and workflow support to Care Navigators, helping reinforce established procedures, accurate documentation, consistent service standards, and an exceptional patient experience. Formal employee relations, disciplinary, and other personnel decisions remain the responsibility of management.

As a trusted resource for both patients and team members, you will combine confident, compassionate patient communication with hands-on leadership to help reduce unnecessary emergency department visits and improve patient outcomes.

This is an Hourly/Non-Exempt position and is eligible for overtime in accordance with applicable federal, state, and local law.

KEY RESPONSIBILITIES

Shift Leadership and Operations

Serve as the working lead for the assigned shift, performing Care Navigator duties while providing day-to-day workflow guidance and operational support to team members and supporting staffing needs across shifts when assigned by leadership.
Provide real-time peer support, workflow guidance, and problem-solving assistance to Care Navigators in accordance with established procedures, escalating matters requiring management discretion or approval.
Assist with shift coverage and staffing coordination within established schedules and procedures. Communicate staffing shortages, call-outs, scheduling conflicts, and other coverage concerns to management for resolution when management approval is required.
Help prioritize daily workloads and support completion of patient outreach, documentation, and follow-up activities accurately and efficiently in accordance with established workflows.
Monitor workflow and identify operational, documentation, or performance concerns during the assigned shift. Provide routine guidance within established procedures and escalate employee performance, disciplinary, clinical, or other significant concerns to management.
Promote consistent adherence to established scripts, workflows, service standards, and program requirements.
Review patient refusals and ensure they are accurately documented in accordance with program standards and operational requirements.
Support the onboarding and training of new and existing Care Navigators by reinforcing established procedures, workflows, and service expectations.
Facilitate clear shift handoffs and communicate staffing, workflow, documentation, attendance, or performance observations to management as appropriate.
Lead by example by demonstrating accountability, reliability, professionalism, and a commitment to operational excellence.

Patient Engagement and Care Coordination

Facilitate telehealth visits between EMS crews and medical professionals.
Engage with patients to explain telehealth and in-home care services, answer questions, and schedule virtual or in-home visits.
Build trust with patients by confidently communicating the value and benefits of our programs while adapting established communication scripts to each patient’s needs.
Support care coordination and follow-up activities to improve patient outcomes and continuity of care.
Assist with OnDemand Visit programs, including Pathways℠, CareLINC℠, Guide℠, and other innovative mobile healthcare initiatives.
Coordinate communication among patients, EMS crews, providers, and clinical teams.

Documentation, Compliance, and Professional Standards

Ensure timely, accurate, and HIPAA-compliant documentation.
Maintain the highest standards of professionalism, patient-centered care, PHI confidentiality, and HIPAA compliance.

Qualifications:

REQUIRED QUALIFICATIONS

Previous team-lead, shift-lead, healthcare, call center, or other experience involving peer guidance, workflow coordination, training, or day-to-day operational support is preferred.
Demonstrated ability to support, guide, and provide constructive feedback to team members while reinforcing established expectations, procedures, and service standards.
Strong commitment to professionalism, accountability, reliability, and leading by example.
Exceptional verbal communication, interpersonal, and conflict-resolution skills.
Ability to make sound decisions within established procedures, manage competing priorities, and remain calm during operational challenges or escalations.
Ability to work effectively in a fast-paced, rapidly changing, technology-driven healthcare environment.
Ability to confidently explain healthcare services and encourage patient participation through education and relationship building.
Demonstrated commitment to patient-centered care while maintaining the highest standards of PHI confidentiality and HIPAA compliance.
Strong attention to detail with the ability to ensure documentation quality and operational accuracy.
Ability to follow communication scripts while adapting naturally to each patient’s needs.
Strong multitasking, organization, documentation, and computer skills.
Critical-thinking and problem-solving skills with a patient-first mindset.
Passion for supporting team members, improving patient experience, and expanding access to healthcare.

Preferred Experience

EMT, Paramedic, EMS Dispatch, or healthcare call center experience.
Experience with telehealth, patient engagement, care coordination, scheduling, or patient navigation.

PHYSICAL REQUIREMENTS

Ability to remain seated and/or standing for extended periods while performing computer-based and telephone-related duties.
Ability to continuously operate a computer, keyboard, telephone, headset, and other standard office or communications equipment.
Ability to communicate effectively through verbal, written, and electronic means.
Ability to view computer screens and review electronic documentation for extended periods.
Ability to occasionally reach, bend, stoop, and lift or carry standard office materials and equipment weighing up to approximately 20 pounds.
Ability to perform essential job duties during assigned shifts, including days, nights, weekends, and holidays, with or without reasonable accommodation.

CORE COMPETENCIES

Working-Lead Support & Peer Guidance
Patient-Centered Service
Effective Communication
Conflict Resolution & De-escalation
Critical Thinking & Problem Solving
Operational Coordination
Adaptability & Composure
Time Management & Prioritization
Attention to Detail
Documentation Accuracy
HIPAA & Confidentiality Compliance
Technology Proficiency
Team Collaboration
Reliability & Accountability

REPORTING RELATIONSHIP

Reports directly to the Director of Patient Engagement.

WORK ENVIRONMENT & TRAVEL

Work Environment

This position works 12-hour shifts on a rotating 2/3/2 schedule, including days, nights, weekends, and holidays. The role may provide cross-shift staffing and coverage support when assigned by leadership. The employee must accurately record all hours worked and comply with established timekeeping, meal and rest period, and overtime procedures. All time worked must be recorded and will be compensated in accordance with applicable law.

Travel Requirements

This position primarily performs duties from its assigned work location. Occasional travel to other Priority OnDemand operational facilities, meetings, training sessions, or company-sponsored events may be required based on business needs. Travel is expected to be minimal.