Care Navigator - Admin

About us:

At Tall Tree, you’ll join an award-winning clinic focused on exceptional integrated healthcare. We’re a diverse team that is endlessly nerdy— we love learning, teaching, and keeping up to date with the latest research. We’re the most multidisciplinary and comprehensive team in private healthcare in BC; we put each client at the center of this with our goal to match everyone with the right clinician or team of clinicians. We take pride in our passionate clinicians, inspiring and uplifting facilities, high-quality health services, and exceptional customer service. We’re committed to delivering healthcare in the best possible way— and we have a singular culture of respect, warmth, curiosity and enthusiasm that makes being a part of the Tall Tree team something to be truly proud of.

As an employer, we aim to be the top choice in healthcare in BC. We want to be the only place you'd want to work. Our workplaces are amazing, both physically and socially, and we offer all the usual perks. But we also invest hundreds of thousands of dollars in education for our team every year. We believe that when our team members are happy and engaged, they're better equipped to deliver exceptional patient care.

About the role:

As a Care Navigator at Tall Tree, you are the key contact for each patient in their healthcare journey. You help patients find the best care for their issue, connect them with the right clinician and service, and provide ongoing support with the rest of the team to help them achieve their goals. You'll leverage your deep knowledge about our services, and external services and resources to ensure every patient gets the support they need.

Care Navigators are experts in transforming potential patients into booked patients; You make the patient experience delightful, effective, easy, and consistent - you are the glue that connects the administrative and clinical aspects of care! Ultimately, you facilitate Tall Tree’s mission to do healthcare the way it should be done.

This is a full time, permanent employee position, with shifts from Monday through Friday. If you have flexible availability for Saturdays, that is a bonus!

Requirements

As a Care Navigator at Tall Tree, you will be focused on:

• Care navigation: matching patients with the services and clinicians they need, and ensure they get complete care (with a treatment plan and other referrals they need).
• Funding, Billing, and Accounts Receivables: booking, scheduling, billing, invoicing, and all the day-to-day administrative tasks it takes to keep the clinics running smoothly. You’ll help support clinicians with treatment plan deadlines and funding submissions while maintaining clear communication with patients about funding statuses.
• Delivering Exceptional Service: you’ll welcome patients warmly and professionally, answer questions about services and staff, and go above and beyond to meet their needs.
• Proactive Problem Solving: You’ll address patient inquiries and concerns promptly, resolve complaints with timely and thoughtful decisions, and collaborate with the Patient Experience Manager as needed, demonstrating creativity and independence in problem-solving.
• Scheduling and Appointment Management: You’ll manage patient appointments using Jane EMR, optimize clinical schedules, coordinate waitlists and cancellations, and ensure patients are booked for their full treatment plans. You’ll take ownership of proactively communicating with patients regarding funding eligibility and making necessary scheduling adjustments.

We’re looking for:

• Relevant education: undegraduate training in a healthcare domain is an asset!
• Proficiency with computers and software including Google Workspace, Microsoft Office, and slack
• Experience with Jane Practice Management or similar EMR software.
• Someone who thrives in a fast-paced environment. We’re looking for someone able and willing to go above and beyond to perform essential functions and manage multiple competing demands with grace and ease.
• Interest and passion for working within a team, collaborating and engaging with a diverse range of professionals, and contributing to an exceptional work environment are a must.
• Two years of recent related experience in a healthcare setting, or an equivalent combination of education, training, and experience. Experience working in an integrated healthcare setting is an asset.
• Awareness and understanding of the different options available to patients seeking care from allied health professionals.
• Customer service or sales experience (eg. sales and marketing, account management, or non-formal sales roles such as in the retail and services industries)
• A commitment to growth: You have a deep passion for learning and continuous growth and development. You bring an openness to exploring new ideas and approaches to service delivery.
• Great interpersonal and communication skills: You have a proven ability to collaborate effectively within a diverse team. You communicate clearly and effectively, whether you’re speaking, listening, or writing. You use precise language, compelling reassurance, healing narratives, and consistent messages.
• Humility and curiosity: You have an eagerness to learn and collaborate.
  
  Wage range: $22-$24/hour

Benefits

• Rest and re-charge: We offer generous paid vacation time, giving you the flexibility to fully disconnect, rest, and re-energize. Whether you want to explore new places, spend quality time with loved ones, or simply relax and pursue your hobbies, we believe taking time off is essential for well-being.
• Beautiful facilities: Thoughtfully designed spaces inspire our best work. All of our facilities have been designed and crafted with care, reflecting our dedication to providing a welcoming and supportive environment for our patients, and a stellar work environment for our teams.
• Keep growing: We dedicate a significant portion of our budget to continued education for our team. Whether it’s from our online learning platform full of courses, attending a conference, our journal club, lunch and learns, or through lunchroom chats with our colleagues, a deep love of learning is ingrained in our culture.
• Guidance every step of the way: We’re committed to investing in your success every step of the way; our mentorship program pairs you with experienced team members who provide guidance and insights to help you continue to grow in your field. Our leadership development training equips you with the skills and confidence to take on greater responsibilities.
• Prioritizing your health: We provide comprehensive health, dental, and life insurance plans designed to support you and your family’s well-being at every stage of life. Get free access to VO2 Max and DEXA testing, consultations with our Integrative Nutrition Health Coach, and Tall Tree’s gym and fitness facilities.
• Hang out: Build deeper relationships at our annual Team Summit, and regular social events throughout the year. From inspiring guest speakers and professional development sessions to themed celebrations, group outings and board game nights, there are plenty of fun opportunities to fill your calendars!
• Wellness beyond work: On top of offering 5 paid sick days per year, we’re committed to supporting your mental well-being. We provide access to a range of mental health resources, including counselling through our EAP, in-house consultations to help you connect with the right support for your unique needs, and resiliency workshops designed to equip you with practical tools for managing stress and maintaining a healthy work-life harmony