Care Coordination & Navigation Specialist (CCNS)

Are you looking for a role in a company that's solving one of the greatest challenges of our lifetime? Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone... and we're looking to bring more people onto our team to help us achieve it.

Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.

About the Role

We're looking for an experienced Care Navigator or Care Coordinator to join our virtual program serving patients in Pennsylvania, New Jersey, New York, and Delaware (with more to come!). This role combines direct patient engagement with substantive case management — you'll be a first point of contact for patients reaching out with a need, and you'll also carry your own caseload, building individualized care plans and seeing needs through to resolution.

Most patients come to us with more than one open need at a time, and the barriers they face are specific: a particular insurance rule, a program with a waitlist, a resource that exists in one county and not another. You'll move fluidly between fast-turnaround patient support — scheduling, triage, troubleshooting — and the slower, more deliberate work of researching resources and following a case to confirmed resolution.

The care navigation program at Ophelia currently primarily serves patients in our Centers of Excellence (CoE) in Pennsylvania, and navigation happens virtually — mostly over SMS, with phone, EMR messaging, and Zoom as needed. You'll work closely with a clinical team who are active in the same patient records, and you'll document your work as you go so the whole team stays informed.

This is a good fit for someone who is comfortable building trust with patients through consistent, purposeful contact over time, moves easily between high-volume triage and focused casework, and understands that in a virtual care setting, good documentation is part of good care.

This role reports to the Manager of Care Navigation.

What You'll Do

Patient Engagement & Triage

Serve as a first point of contact for inbound patient communication, quickly assessing urgency and either resolving the request or triaging it to the appropriate team member

Support scheduling of visits with the clinical team, help improve visit attendance, and coordinate UDS logistics

Maintain and update patient data accurately across systems

Troubleshoot technology issues patients encounter with our platforms

Practice active listening, empathy, and solution-focused approaches — providing emotional support, de-escalation, and education as needed

Care Navigation & Case Management

Manage an active caseload of patients, developing and maintaining individualized care plans

Reach patients by SMS and phone to assess needs, clarify barriers, and keep cases moving — building rapport through consistency rather than long sessions

Research targeted resources for each patient based on their specific situation — insurance status, location, income, and the actual barrier they're facing

Follow cases through to confirmed resolution

Escalate the most complex cases for specialist support, and facilitate step-down back to your caseload when appropriate

Resource Coordination

Maintain current knowledge of resources, programs, and eligibility rules across PA, NJ, NY, and DE

Navigate public benefit systems including Medicaid, SNAP, transportation assistance, housing programs, and behavioral health services

Build relationships with community-based organizations and providers in the region

Provide warm handoffs, direct scheduling, or guided next steps based on what each patient needs

Documentation & Collaboration

Document your work in the EMR as you go — activity, resource decisions, status changes, and next steps — so the clinical team always has the full picture

Collaborate with providers through shared patient records, escalating clinical concerns, safety issues, and urgent needs to the appropriate clinical team member promptly and with the right context

Follow established processes and protocols to ensure patients receive consistent, high-quality care

Participate in team meetings and case reviews

Qualifications

Required

2+ years in care navigation, case management, community health, or patient-facing customer support in a healthcare setting — with meaningful experience delivered virtually or over the phone

Experience with SDOH navigation (housing, transportation, food access, behavioral health, benefits enrollment) or experience delivering outstanding patient experience in a high-volume, multi-channel environment (ideally with a ticketing system) — we're looking for strength in at least one, with willingness to grow into both

Working knowledge of, or ability to quickly learn, community resources, programs, and systems in PA, NJ, NY, and/or DE

Proficient and comfortable using EMR, ticketing systems, or care management platforms as primary daily tools, with strong overall tech savviness

Strong written communication skills — clear and professional with patients over text, phone, and other channels

Ability to independently manage a caseload, prioritize across multiple channels (SMS, EMR, phone, Slack) and competing needs, and track work through to resolution

Strong organizational skills and a keen eye for detail, including accuracy in patient records

High school diploma or GED required; associate's or bachelor's in social work, public health, or human services strongly preferred

Demonstrated ability to work with diverse patient populations with cultural humility — adapting communication and approach to each patient's background, values, and circumstances

A bias for action: proactively taking on work without prompting, and adapting well to a fast-changing environment

Strongly Preferred

Experience in a Center of Excellence or specialty care program serving patients with complex, co-occurring needs

Familiarity with Medicaid populations and managed care requirements in NJ or PA

Experience navigating drug & alcohol, psychiatric care, or specialty behavioral health resources

Familiarity with trauma-informed care, harm reduction philosophy, and motivational interviewing as frameworks that shape how you listen, communicate, and engage

Who Thrives in This Role

Our strongest people in this role get real satisfaction from both sides of the work: the fast-paced problem-solving of triage and patient support, and the longer-arc work of holding a caseload in mind and moving it forward over weeks. They build genuine relationships with patients over SMS and phone, and they understand that in a virtual setting, how you document your work is how care continues when you're not there. They meet patients where they are — providing judgment-free support, honoring individual recovery paths, and respecting each person's timeline for progress.

This role is a strong fit if you thrive in a structured environment with clear accountability, enjoy variety in your day-to-day work, and find meaning in both connecting patients to immediate support and solving the harder, longer-term problem underneath. It may not be the right fit if you're looking for a narrowly-scoped role, long open-ended patient sessions, or in-person community presence. This position is fully remote and SMS-first.

Work Environment

Fully remote — reliable in