Clinical Navigator - PT (Shift: 9:00 - 6:00pm CST/8:00 - 5:00pm MT)

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

The Clinical Navigator is a licensed Doctor of Physical Therapy responsible for delivering high-quality clinical navigation through both telephonic and video-based member interactions in a fast-paced, metrics-driven clinical operations environment. This role serves as the primary point of contact for members throughout their TailorCare journey, engaging members through outbound and inbound calls, virtual visits, and digital touchpoints to assess needs, build trust, drive participation, and support adherence to evidence-based care plans.

Success in this role requires a strong balance of clinical expertise, operational excellence, communication skills, and the ability to consistently meet engagement, productivity, quality, and member outcome goals. Clinical Navigators spend the majority of their workday actively engaging with members while leveraging technology, AI-enabled tools, predictive insights, and standardized workflows to personalize care, improve efficiency, and optimize outcomes.

The ideal candidate thrives in a high-volume virtual environment, is energized by member engagement, embraces innovation, and demonstrates accountability for both member outcomes and operational performance.

As TailorCare continues to evolve its clinical offerings, this role will play a foundational part in expanding virtual musculoskeletal care navigation. Clinical Navigators will help shape and support future virtual physical therapy programs, leveraging their clinical expertise to deliver increasingly comprehensive care experiences through digital and video-enabled platforms.

Primary Responsibilities

Member Engagement & Clinical Navigation

• Serve as the primary navigator for an assigned member population, managing members from intake through program completion in a contact center environment.
• Conduct comprehensive clinical intake assessments to evaluate MSK conditions, functional limitations, treatment history, goals, and readiness for care.
• Deliver clinical navigation through both telephonic and video-based interactions, selecting the most effective engagement modality to support member needs and outcomes.
• Maintain a high volume of daily member interactions through outbound and inbound outreach while delivering a personalized, empathetic, and clinically sound experience.
• Build trust and engagement through motivational interviewing, behavioral coaching, and evidence-based communication techniques.
• Educate members on treatment options, clinical recommendations, and available resources to support informed decision-making.
• Proactively follow up with members to drive adherence, address barriers to care, reinforce treatment plans, and improve engagement outcomes.
• Monitor member progress and identify opportunities for intervention, escalation, or additional support.
• Act as a trusted advocate throughout the member journey, ensuring continuity of care and a seamless member experience.
• Support the evolution of TailorCare’s virtual care capabilities by participating in the development, implementation, and future delivery of virtual physical therapy services and digital MSK care programs.

Operational Excellence & Performance

• Consistently achieve established operational performance metrics, including member engagement targets, outreach productivity, call and video visit quality, follow-up completion rates, documentation accuracy, and care plan adherence metrics.
• Effectively manage daily workflows, outreach queues, and member caseloads while balancing quality and efficiency in a call center-like environment.
• Demonstrate strong time management, accountability, and discipline within a high-volume call center and virtual care environment.
• Maintain readiness and availability for scheduled member interactions throughout the workday.
• Utilize performance dashboards, reporting tools, and operational data to prioritize outreach activities and maximize member engagement.
• Embrace continuous improvement initiatives and adapt quickly to evolving workflows, processes, technologies, and organizational priorities.

Technology, AI & Innovation

• Leverage AI-powered tools, predictive analytics, automation, and workflow technologies to enhance member interactions and improve operational efficiency.
• Utilize clinical decision-support tools and data-driven recommendations to personalize engagement strategies and support evidence-based care navigation.
• Identify opportunities to improve workflows, member experiences, and operational effectiveness through innovative thinking and feedback.
• Maintain proficiency across multiple technology platforms, communication tools, telehealth systems, CRMs, and documentation systems.
• Contribute to the adoption and optimization of emerging technologies that support scalable, high-quality clinical navigation and virtual care delivery.

Care Coordination & Collaboration

• Collaborate closely with interdisciplinary care teams, providers, health plan partners, and internal stakeholders to ensure a coordinated and seamless member experience.
• Communicate timely updates regarding member progress, barriers, escalations, and clinical concerns.
• Escalate complex clinical or operational issues appropriately while maintaining ownership of the member experience.
• Partner with colleagues across Clinical Operations, Product, Technology, and Provider Success teams to continuously improve the member journey.
• Contribute to a collaborative team culture through knowledge sharing, peer support, and participation in team meetings, training initiatives, and workflow improvement efforts.

Documentation & Compliance

• Accurately document all member interactions, assessments, care plans, and outreach efforts within established timelines.
• Ensure compliance with clinical protocols, quality standards, documentation requirements, and organizational policies.
• Maintain confidentiality and adhere to all applicable regulatory requirements and professional standards.&l