Care Navigator

Job Description

Our Mission At Big Health, our mission is to help millions back to good mental health by providing fully digital, non-drug options for the most common mental health conditions. Our digital therapeutics — Sleepio for insomnia, Daylight for anxiety, and Spark Direct for depression — provide treatment anytime, anywhere. In pursuit of our mission, we’ve pioneered the first at-scale digital therapeutic business model, in partnership with some of the most prominent global healthcare organizations, including CVS Health and the UK’s NHS. Through product innovation, robust clinical evaluation, and a commitment to equity at scale, we are designing the next generation of medicine and the future of mental health care. Our Vision Over the next 5-10 years, digital therapeutics (DTx) will transform the delivery of health care worldwide, providing access to safe and effective evidence-based treatments to billions. Big Health is in a prime position to take the lead in this transformation. Big Health is a remote-first company, and this role can be based anywhere in the US. We encourage you to apply even if you don’t meet 100% of the job requirements. Join us. As a Care Navigator , you will be responsible for providing direction about programs and resources available to our end-users, based on Big Health’s core digital programming and our clients’ and partners’ benefits offerings. This role is responsible for enhancing the service experience for the users of Big Health’s products, and is key to the success of initiatives across the company. Working closely with members of the Care Navigation and Member Support team, as well as the Clinical team, this role is responsible for compliance and quality service across Big Health’s digital products and human-delivered services. They will ensure accurate documentation of interactions to inform decisions about user experience, clinical programming, and product evolution. The role will report to the Senior Manager of Care Navigation and Member Support as a part of the Clinical Team.

Job Responsibilities:

• Provide education and support to Big Health product users with considerate, concise and compassionate communication
• Apply subject matter expertise to support users of Big Health products as they engage with our digital programs
• Apply an understanding of data collection to support program use, patient experience, and program value demonstration
• Adhere to clinical quality & safety procedures and risk escalation processes. Serve as an initial escalation point for questions related to clinical or safety concerns
• Contribute to Care Navigation operations, serving as the voice of those we support
• Participate in quality improvement initiatives to enhance the product and service experience, with ongoing collection of user feedback and identification of areas for improvement
• Represent the Care Navigation team, expertise, and perspective within and outside the company

Required Skills and Experience:

• 3+ years of experience in customer service, patient navigation, and/or technical support roles
• Basic technical knowledge and familiarity with tools like Google Suite, Freshworks Customer Service Suite, Confluence, Jira etc.
• Prior experience working successfully in a startup or fast paced environment
• Self-starter, knows how to identify and fill their own knowledge gaps and consult effectively; solution oriented
• Excited to help others on their mental health journey
• Comfortable with the potential of handling clinical risk and escalating to the appropriate Clinical Product Lead
• A strong working understanding of the US healthcare system and employee benefits
• Strong communication skills with an ability to clearly communicate to both clinical and non-clinical audiences
• Highly collaborative and skilled at cross functional partnership
• Clear, compelling, and informative writing skills

Life at Big Health:

• Surround yourself with the smartest, most enthusiastic and dedicated people you’ll ever meet, but who listen well, learn from their mistakes and when things go wrong, generously pull together to help each other out
• Check out our values - they’re a living, breathing part of our culture

More Background on Big Health:

• Backed by leading venture capital firms, Softbank, Index Ventures, Octopus Ventures, and Kaiser Permanente Ventures
• Big Health’s products are used by large multinational employers and major health plans to help improve sleep and mental health. To date, more than 12 million people across 60+ countries have access to Sleepio or Daylight

$25 - $32 an hour Please note that the compensation details listed in US role postings reflect the base salary only. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The pay scale is subject to change depending on business needs. Because we are on a mission to bring millions back to good mental health, we believe it’s essential to reflect the diversity of those we intend to serve . We’re an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect. Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Big Health participates in E-Verify and will provide the federal government with Form I-9 information from all new employees to confirm that they are authorized to work in the U.S. Big Health does not use E-Verify to pre-screen applicants. Apply for this job